Mario's Pizza New Bern — Restaurant in New Bern

First visit; placed a take-out order over the phone. Told 20 mins to pick-up. Drove 20 mins to get there, about 10 people in the place. Cashier did not write down the order when on the phone so when I arrived to pay we had to do it over again. Gives me total and I said you still missed the desserts even though you told me you would have to see if you had any tiramisu left when I got there. Waited another 20 mins once I paid. Owner brought the food to the table and said thank you. Got home, called back regarding the order and the cashier again was confused so put the owner on the phone.

Discussed and then I also mentioned my pizza did not have basil on top as ordered (see the menu as there is a specific pizza with basil) and his quote was “there is basil in the sauce.” I paid 16.24 for a medium cheese / ricotta pizza so I hope there’s basil in the sauce but this is not what I ordered and was told I would have prepared at the register.

Staff was pleasant in the restaurant but cashier needs attention (told me she didn’t go and get a ticket to write the order; used the menu to enter the prices for the order and then couldn’t find the Tiramisu so said I’ll just enter the same price again). Wait time is excessive with very few customers being served and I did not see delivery pizza’s heading out the door while I sat and waited (Paula’s was my second choice and was packed as I drove by on the way here and will try this establishment next). As an Italian-American and pizza-lover from New England, I am quite familiar with basic pizza sauce ingredients and for the owner to respond this way after I ordered the pizza with basil as a topping and again this is a specific type of pizza on the menu, I would not return due to such poor customer service or appreciation for making someone want to re-visit your business after a mistake was made. I would love a response from the owner as I think you know this was not an appropriate answer nor is this what I ordered and what you could and should have prepared. Simple mistake — you should have just owned that and acknowledged this but you would rather lose customers and get a negative review I guess. You could have had terrible food but been a reasonable person to speak with and I would not have been compelled to write any review at all because you are an independent and that’s something we should all support but you need to be an owner who garners customer support.

Update: Above written prior to eating the food. I am remiss to leave 3 stars now but this is a mom-and-pop joint so I’ll leave it as is.

To the owner: I called to ask the cashier if I left a bag or if there was one behind the counter with 2 desserts and this is how I ended up speaking with the owner. The bag was rolled-over in the trunk of the rental. However, even after writing the review the Tiramisu was still frozen? Not worth looking for in the end.

Food: Garlic knots — 2/10 Side salad with entree - 10/10. Excellent quality, portion size, freshness of ingredients used. 3rd party pre-packaged dressing. Pizza (sauce, moz, ricotta, basil — I scrapped the chopped basil off of the mozzarella on my eggplant parm) — 5-6/10. Eggplant parm — 2/10. 1 lb of mozzarella on top. Removed the layer of cheese, to find very little eggplant and a mountain of spaghetti bathed in a bland gravy. Not good enough to compare against real mom-and-pop Italian joints so would compare this against OG and would have to say that this is not even on par with OG. Owner looked like Jersey Shore Italian but this food didn’t taste like it’s being made by anyone who grew up eating Italian food. Frozen, 3rd party tiramisu (wouldn’t expect homemade at a pizza joint but defrost the darn cup before selling it please). Shrimp scampi 6/10— this is called linguine with “white sauce” so I asked is this Alfredo shrimp and I was told no it was a garlic / butter sauce — no heavy cream / cheese, I said then it’s a scampi “I don’t know, I guess.” Should have known on the phone to go elsewhere. Wish I still...

Great food, HORRIBLE customer service. I ordered online amd then went to pick it up. One customer was present when I arrived. Two female workers were at the cashier. I was asked the name on my pick up. I told them my name and that I ordered online. The other customer asked about their delivery area and then left.The two females then had a private conversation at the register. My food was ready for me, sitting on top of the pizza oven. I intentionally allow extra time to ensure my orders are ready for pick up. Neither female moved from the register. One then asked the other to get my food and told her my name. She walked past my food. I waited. I then asked the other female to get it and pointed at my order. She did not move. The other worker appeared, took my food off the oven and put it on a counter. She again left my sight. I said, " seriously?, will you please just give me my order?". The female that never left the register, and had no other customers, raised her voice and said "just give us a minute." The correct response was an apology. A ready to go pick up, ordered online and paid for online, took 10 minutes to move 10 feet, at a time that I was the only customer. I spoke up and got yelled at. STAY AWAY, great food is not worth mistreatment.

The worker that raised her voice to me had purple hair. I read other 1 star reviews after posting. The purple haired worker has been called out before for treating customers badly. Why does she still work there? I think service at Marios would greatly improve if she...

HORRIBLE CUSTOMER SERVICE. Me and my girlfriend went in and ordered takeout today. We made the mistake of not checking everything was right but we shouldn’t have to, that’s their responsibility. . Anyway we get home and realize they gave us a pizza with everything on it instead of the stromboli we ordered. I call and let them know about the mix up and get told to come back and bring the pizza with me. While I was on the phone my 2 year old son decides that he wants some of it and starts eating a slice. I drive 20 minutes back to the store and give the guy the pizza back. He opens it and I can instantly see that he’s not happy that ONE piece is gone. He takes the pizza to another employee and shows him that one piece is gone. I spoke up and told him what happened, my 2 year old grabbed a piece. I can tell by his demeanor that he doesn’t believe me. He tells me that we weren’t supposed to eat any and I tell him what happened again but he doesn’t seem to care. He gave me what we originally ordered and tells me to keep the pizza because “apparently someone likes it” he also tells me that now I know not to eat any next time. I don’t understand why an employee would want to make a customer feel disrespected. No one even apologized for their mistake, he was just disrespectful and insinuated that I was lying. Been a customer for years but now I will never return and will tell everyone I know not to either. I wish I could give zero or even...