Marcello's Pizza — Restaurant in Springettsbury Township

Very upset with my first personal order and visit to this Marcello’s location.. enough the want to write this review so the owner of this location sees this.

I recently bought a home not far away from this location, and received a mailer coupon. $5 off any $25 order. It was a tear off on a magnetic mailer. Decided to give them a try. I placed my order over the phone since they have a pickup window (how convenient!) and informed them about my coupon. The young girl on the phone said “that must be a misprint”... are you kidding me? Do you know the number one rule of customer service? And do you understand I physically have a coupon that your company sent me... blew my mind. So I decided what the heck, not going to complain over a couple dollars..

She told me 15 minutes. Perfect! I got there in 15 minutes, not a crowded parking lot, no one else in the pickup line, not a very “busy” night (6:30pm Friday 4/6/18)..

Young man opens the window, very pleasant, asks me for my name, finds my order, calls me boss. I hand him my card and also the mailer I got. I said to him, thinking maybe he will show great customer service in some form, “I would appreciate if you give this to your owner and not send me coupons that you guys will not honor.” The young man baffled, says “Yeah they shouldn’t do that.. here’s an updated coupon.” Again, blew my mind. Goes and gets my order, wishes me a good weekend, and I’m on my way.

HERES THE BEST PART! Mind blown, hungry as heck, I get back home to the family and get the food out. The Stromboli I ordered was the wrong kind! I ordered a traditional, this one was packed with vegetables. And I mean A BUNCH of veggies. Needless to say my son didn’t eat it.

But that was my last straw and pushed me to write this review. Teach your workers some common sense, and put them through some customer service training. I don’t accept “misprint” as a viable reason not to honor a coupon from the customer. And I really hope a vegetarian didn’t get my Stromboli because there will likely be another review following mine!

I am also hoping your employees actually gave you the coupon as I asked and made you aware of the situation.

Feel free to reach out to me if you would like to discuss this further.

Food was...

DANIELLA IS the Rudest, NASTIEST NON-CUSTOMER FRIENDLY manager we have EVER MET! We normally tip from 25-50% of OUR BILL! Well, we ordered our food to be delivered to our hotel and ordered EXTRA, EXTRA condiments. WE received ZERO! Called back, asked for the manager. She gets on & says I'm the manager. I asked her name, she repeated herself like she could not compute THE QUESTION! I stated my 1st name & asked her why her name was such a secret? She gave her 1st name then stated, we will send the condiments over. I told her my food was cold now. Since we are in a hotel, microwaving crispy food equalls soggy food. She then yelled, YOUR FOOD IS not COLD! I repeated, it's cold and my fries are getting soggy AND ITS GETTING COLDER WHULE YOU YELL AT ME! Thinking, YOU DELIVER FOOD WITH ZERO CONDIMENTS AND WE HAVE TO WAIT FOR YOU AND U OFFER NOTHING, NO REPLACEMENT??? AND NOW YOU ARE YELLING AT US & I HAVE YOU ON SPEAKER??? ARE U SERIOUS RIGHT NOW!!!???!!! Then my husband called only to be yelled at AT A HIGHER OCTIVE!!! I TOLD HIM, JUST GANG UP HONEY!!!! SAVE YOUR MONEY AND YOUR SANITY!!!! RUN FROM THIS PLACE!!! WHO...

Our pie was extremely unique to us, having a thin crust in the center and super thick to the outside. There was no Pomodoro on the pie, but was provided in a side dish. We had ordered pepperoni, sausage & mushroom. The pie was crafted by layering the whole milk cheese, proteins and mushrooms, and then a 2nd layer of whole milk cheese, proteins, and mushrooms, making this a very thick pie. Kudos on the creativity. Howsumbutever, the Pomodoro tasted like canned sauce that was put through a blender. Not very well seasoned at all. Some crushed Romas, garlic, pepper, oregano, basil & a pinch of sugar would really help this Pomodoro sing. We also tried the wings, which were very well cooked, being crispy on the outside and tender & juicy on the inside. We had asked for our wings to be hot, but instead of being saturated with Frank's hot sauce, our wings has some kind of watery pepper sauce on them which we did not find appealing or tasty. All in all this was a fairly good meal, and definitely a step above the majority of York...