Gusanos Pizzeria — Restaurant in Rogers

Friday night, Mother’s Day weekend, I drove from West Fork to the Rogers location, with the idea that this place would be better than the Springdale location. I was wrong. Since my 5 children, my mom, my husband, and I were pretty hungry, I called a few minutes from arriving to place my order, so we wouldn’t have to wait long. Upon our arrival, there was no one greeting/hosting. There seemed to be no employees, except for one who was waiting tables and didn’t acknowledge our presence. Since we were all tired we decided to pick a place and put some tables together for our party of 8. I immediately went to the restroom with my toddler. On my way to it, I figured out that some of the staff had been taking, what smelled to me, a smoke break. Because two young ladies walked in from the back door of the place. Upon my return to our table, I came to find that my family had not even been greeted in the time I had been gone. Upset, I looked around and locked eyes with three informally dressed young ladies, two of which had just walked in from outside, and who were looking and pointing at our table. I proceeded to ask with signals if anyone would wait our table. One of them reluctantly walked our direction and, without much excitement and pleasantries, asked if we had a server. I answered no, and I wanted to explain that I had already placed our order, but she left quickly before I could say another word. The same young lady appeared on the opposite side of our table, with a stack of menus. She placed them antipathetically on our table and turned around immediately. I realized her attitude and everything else since we arrived at the restaurant had felt wrong, and quickly grabbed her attention to let her know our order had been placed, and that no one had even taken our drink order. I told her that with the way things were going I felt like taking my family somewhere else. She got upset and started arguing with me, as to why we had been left without attention, making it clear that everything had been our fault for sitting without guidance, and even argued in Spanish, when no one at our table had spoken to her in that language. She said “I’ll get a manager” and stomped away. In shock, my husband and a few of my children observed her leaving and telling her version to another young lady, flailing her hands in the air and pointing our direction. At this point, we were all very upset and uncomfortable. We were there to celebrate Mother’s Day weekend, and to spare cooking at home. I felt confused at what to do, but decided to wait for the manager's position and give this place another chance. Upon her arrival to our table, the young manager brought 7 plates and explained that they were short handed, and that the lady who had brought the menus was a host and not a server. I argued that no one had greeted us, taken drink orders, or anything related to quality customer service, but it was quite difficult to get my point across since she kept arguing back with me. She said our pizzas were ready so I decided to honor the cook, and decided to stay, since we were all so hungry as well. I felt stressed and in shock at how things had gone to this point. I was let down to have driven to this place only to be mistreated and unappreciated. Everyone at my table felt the same. Our celebration had turned to a disappointing experience. At this point, we just wanted to eat and leave. The pizzas arrived, but none of us enjoyed them because of the feelings and tension at our table. The conversation became hostile and the pizza didn’t taste good. Towards the end, the manager placed a cookie on our table “to mend” the situation. We ate it, but nothing could take back the feelings of disappointment and under appreciation. I thought, what happened to customer service? To the idea that “the customer is always right”? To professionalism? To hard work? All that we experienced was accompanied by laziness and reluctance. At the end, I was given the bill for $63. I paid, unwillingly, because I felt like they did not deserve my hard...

I waited until the next day and let my emotions cool before writing my review because of how upset I was about the service.

Let me start that I used to love Gusano's Pizza on Pleasant Grove Rd. I would brag and tell everyone about them. During my last 2 visits it is no longer the same.

My 2nd to last visit was ok except it took us exceptionally long to get our pizza. Our waitress told us that our pizza had accidentally burnt and they were already making our replacement. No biggie so we talked and laughed and waited. During this whole time though we saw our waitress like 3 times though. Wasn't a huge deal as we didn't need anything though. Got the bill, paid, and left.

Now our visit last night is the last time I will go back. Arrived and got a table. Wasn't to horribly crowded; still lots of tables open. Waitress came and took our orders for drinks and appetizers. Brought back our drinks and my daughters was wrong. Waited to see the waitress coming back by but couldn't find her. Did not see her again until she brought our appetizers. Asked her if she could fix the wrong drink and she immediately starts blaming someone else for the mistake. It was sweet tea. I didn't care and wasn't fussing yet just fix the drink.

About 20 mins after this the waitress comes back to tell us the pizza got burnt and another one is already in the oven to replace. She does not ask if that's okay. Just assumes that we can wait for a 2nd pizza.

By this time I'm starting to get kind of ticked. 2nd time my pizza gets burnt and I've seen my waitress 3 times this visit. I'm almost out of soda my boyfriend is almost out of beer and we've already been here a while. Finally our pizza makes it our table and the waitress refills our empty drinks. I look at the time and we have been waiting over an hour for our pizza. I open my silverware and it's dirty.......Gross!!! Finally waitress realizes that I am not happy is coming around more. I don't ask for the manager because I'm not about to make a scene but I definitely decide to write a review about our service instead.

We eat without using utensils, pay, and leave. It sucks that I lost my favorite pizza place but I...

Hate to be doing this to a business I once loved. However I think airs important for the owners and others to know. Today I placed and online order for 2 16 inch pizzas (Meat lovers extra cheese, Pepperoni half cheese with extra cheese) and an order of cheese bread with extra cheese. When we arrived home it was to my surprise that the “cheesy bread” had very light cheese, the half cheese half pep was more like all pepperoni and one slice was just cheese. I called the restaurant to make this right. I asked to speak to the manager. The next part blew my mind. Once the person came to the phone I told them my issue, she put me on hold, then came back. This is the point everything went wrong. She came back with a very rude and snarky attitude, she questioned why I didn’t make them aware of this while I picked them up since they show you the pizzas, I guess I made the mistake of letting my 13 year old daughter pick them. She got an attitude and pretty much called me a liar, at this point I lost my cool. I asked to have 1 of the pizzas remade, due to my 6 year old having an issue with pepperoni (he’s a cheese lover) which she sounded very annoyed by. I told her that for $70 for two 16 inch pizzas and cheesy bread they could have done it right. She then agreed remake the pizza, told me to bring back the original pizza. I had no issue with this but found it odd since most places don’t want it back. When I returned to the restaurant it was not o my surprise or the staff. There was 2 teenagers in the back cuddling and laughing (I’d be looking into the cameras) explains why the pizzas weren’t made correctly. Everyone there looks under age and they are to busy doing other things. Highly disappointed with the customer service and over quality of the food. $70 for a couple of traditional crust pizzas is outrages, the least the could do is make them right. Below are the photos of the pizza I asked to have remade along with so called cheesy bread with extra cheese. Only 1 of the pizza was remade. To the owners, I’m saddened that a restaurant I once loved has gone done the drain with bad management...