Mary's Pizza Shack — Restaurant in Santa Rosa

We phoned in our order for a large pizza with extra sauce, carmelized onions and cooked tomatoes. We even reiterated that we wanted the tomatoes added to the pizza BEFORE it went into the oven. We were told it would be ready in 30-35 minutes. I arrived at Mary’s 35 minutes later and paid for the order. A few minutes later the front counter girl said the order was “5 minutes” from being ready. 20 minutes later, after watching at least 7 other people come in and get their orders, I asked where my order was. She had no idea, and neither did anyone she asked. After a few minutes of confusion, someone handed her a pizza box (not from the top of the oven where pizzas are kept hot) and she told me my order was ready. Normally I don’t bother to check my order, but after watching a couple of other people double check their pizzas, I thought I had better also. Raw tomatoes. I explained to the girl that we had specifically asked twice for cooked tomatoes. She stated that they could make us a new pizza. By this time it was an hour after we first ordered and I didn’t want to wait another hour to get the correct order, so I left with my pizza. This location is literally a 2 minute walk from our house and on the way home I remember thinking, “This box is barely even warm”. Upon arriving home we opened the pizza to find a cold cheese pizza with raw tomatoes. No extra sauce, no carmelized onions.

I can tell you exactly what happened. They lost my pizza and someone grabbed one of the previously cooked cheese pizzas they always have on hand for slices, added cold tomatoes and figured I wouldn’t know the difference. Well, I did know the difference, and after 13 years of this same kind of service, we’re done. I hate to think of how much we’ve spent at Mary’s over the last 13 years, and how many times they have messed up our order. In the future, we will drive right by the pizza parlor across the street and go...

I placed an online order of breadsticks, a medium pizza, a small pizza, and four ranches at 5:55PM on 12/20. The receipt said the ETA would be 8:24. At around 7 I called to check the status and was informed the delivery driver was heading out right then. It took less than 10 minutes from there for the pizza to get to me. Problem #1 both pizzas were cold. Not “they were in a car for 7 minutes to be delivered” cold. They were “they sat out on the counter until the customer called and reminded us we needed to deliver their pizza” cold. I had to throw them in the oven to be edible, which is not what you want when you order pizza. Problem #2 not a single one of the four ranches I ordered with my breadsticks arrived. Problem #3 the breadsticks were small and crispy rather than the delicious, fluffy they usually are (and I did not check the “crispy” box at ordering.) Problem #4 I got TWO small pizzas instead of a small and a medium like I ordered.

As someone who has been a longtime, diehard Mary’s fan… this was an incredibly...

If I could give this place a negative star rating I would! Absolutely one of the worst service experience of my life, it took our server at least 15 minutes before actually swinging by our table to let us know she'll be right with us, 5 minutes later comes by to take our order, don't see her again for another 30 minutes when she brings us part of our order, turns out they forgot the rest, an hour in not even a refill was offered, long story short, I had to ask for the food that was "on its way" to just be credited and taken off our bill, almost 2 hours there waiting for service and waiting for our food only to leave the place hungry and have to go to jack in the box to get something to eat, and I still paid over $50 and left the place hungry! Never go there again...