Mario & Salvo's Pizzeria — Restaurant in Town of De Witt

I have been going to this shop for over 10 years and I absolutely love the pizza. As some others have stated its not much to look at and the service isnt the friendliest but the pizza is awesome! I drive 30 miles round trip just to get it. On this day, I ordered my normal, large all onion, half sausage, half pepperoni. As this can be a confusing and easily messed up I repeated it three or four times and had the person taking my order repeat it back to me before I hung up as well. I had my grandmother pick up the pizza for me as she was coming to my house and she lives right down the street and to my surprise when I opened the box the order was wrong. They had put onion on one side and sausage onion and pepperoni on the other- not quite what I asked for. I called them back to let them know the error but with it being 20 minutes away which would be a 40 minute commute and I had to be to work in 20 minutes I couldn't return the pizza to get it remade. At first the guy that took my order apologized and asked if I wanted to have it remade. I explained to him where I couldn't and then he said okay so you calling to just tell us? My youngest daughter, 4 years old, would not eat the pizza because she does not like sausage so I called them back to have it remade for a later time in which my husband could pick it up (quite an inconvenience with a 6 yr old, 4yr old and 3 month old) . The guy that took my order asked if he could call me back after he spoke with the manager. I said sure. He called me back and told me to keep the pizza i had (at first they said to bring it back- which is crazy becuase they were only going to throw it out anyways, right ) and call ahead for the remake and there would be NO CHARGE. When I got to work I noticed I had a voicemail on my phone when I listen to it it was the manager or owner and asking me to return a call and ask for Gus. Since I was at work I figured I'd just call back when I was ready to reorder. When I called back and he got on the phone he explained that he was NOT going to give me a free pizza and I should have brought back the other one that was wrong. I explained why I couldnt and he stressed that the pizza still had the toppings I asked for just not laid out the way I wanted (exactly my problem), yet it was still edible. I could of left the pizza untouched and brought it back if I would have known that he was going to charge me for the next Pizza. he said he would charge me a discounted price of $10 versus the $18 that I paid to start for the next Pizza. I thought it was pretty unprofessional to go back on what his staff had already told me and also whatever happened to the customer's always right?? As much as I love this place, i don't know if I or any of the people have sent therr over the years will be returning. Very disappointed with the service...

Unfortunately likely won’t be back after today’s pickup. If the owner/manager would like to see what I’m talking about via camera I picked up between 5:30-5:45 on 9/18. One large pie with garlic knots.

Came in to pickup an order I placed online. To be clear I’ve ALWAYS had good experiences when the owner is in the shop.

Unfortunately today it was a group of younger school/college aged workers.

I ordered a cheese pizza with one topping and some garlic knots.

When I asked for my order there was clearly something wrong, the worker at the register went to the person handling the pie talking facing away and specifically standing so I couldn’t see the pizza.

At this exact time, the worker who appeared to be making the pizzas yelled at the two leaning over my pizza saying they clearly took the wrong pizza and just are putting garlic on “a random pizza.” Tho I couldn’t see what the workers were doing to my pizza It clearly was the wrong pizza.

A few min later the person working the counter tossed the pizza on the counter without a word to me. I grab it and ask “was there something wrong with the pie” and got dismissed despite what I just overheard.

At this point I ask for my garlic knots - the worker I guess was annoyed at me questioning why they were hiding what was going on with the pizza. Without a word he tosses the garlic knots on the counter. No “thank you sorry about the delay” just silence and I walk out.

Imagine if he had just said “hey sorry it’s going to be a bit longer we put the wrong pizza in the box” or if they just said hey we forgot to put garlic on. I wouldn’t have cared at all.

this was on a pickup order where I tipped 20%.

Again. Owner wasn’t there and he always espouses the opposite experience.

Extreme inconsistency in experience where I’m literally expecting the bare minimum customer service is why ill choose somewhere else to eat even if the food...

Regular (weekly) customer but no more. Downgrading from 5 stars to 2 because lately, they have failed to produce orders on time. I know Friday nights are busy so I use Slice app to order very early for a specific time. In the past, it worked well. It looked like a circus but it was organized and efficient. Lately, orders have been very late. Today was the last straw - ordered 2 pizzas. One was ready, the other was not. Ok, no big deal. But 5 minutes, 10 minutes, 20 minutes and someone finally realizes the 2nd pizza WAS NEVER MADE. So I'm standing there, kids waiting in the car (it was not hot out today) and now it's another 15 minutes. Meanwhile, people who ordered AFTER me are getting their pizzas first. Their antiquated system of writing orders on the sides of the pizza boxes and then cycling the boxes past the cooks and onto the slicers doesn't seem to work as well as expected. And I'll agree with others who say the older guy at the counter can be gruff at times. After my order being over 30 min late all he said was a non-sincere sorry as he slid the boxes (one piping hot and the other sitting for 30+ minutes) across the counter. This was a favorite and convenient place on the way home, but no other pizza place repeatedly messes up orders and makes you stand around for half an hour. And don't even get me started on the tiny parking lot situation. I'm done with it. Done. Will gladly go an extra 5-10 min out of the way from now on, to patronize pizza places that know how to organize orders and have them...