Marabella Pizza & Grill — Restaurant in Washington

I have for the most part enjoyed my dining experiences here since they first opened. Great pizza, authentic Italian food and attentive service. We had dinner last night and found our experience disappointing on all fronts. The food was terrible. Our pizza was so overcooked that the pizza crust was crunchy and hard. The veal parmigiana was 3 small slices that were dry and sauceless partially covered with a slice of mozzarella that had been melted a while before serving but was tepid and unmelted when it reached our table. The side of spaghetti had some dried sauce on it and the pasta was stuck together. We also had bruschetta as an appetizer. The toppings and balsamic vinegar were poured over and between the sliced bread rather than on the bread. We told our server about these issues. She apologized and went to the kitchen to voice our concerns. Im not sure who she spoke to, but she was tasked to tell us that whoever was there offered a 5% discount. How demeaning and demonstrative of little concern for the customer. The pizza and service at Marbella's 2 locations in Greenville serve consistently better pizza, are better run and staffed. The owners have generally been concerned about food quality and customer satisfaction at all of their locations Apparently this concern did not manifest itself at the...

Very disappointed in this establishment. Walked inside and the host (who I will comment was pleasant) navigated us to our table immediately and stated the waitress would be with us in just a moment. Ten minutes went by - nothing.. We continued to sit a good while as two waitresses paced the floor. One lady behind the register mentioned to the host, “When we’re busy like this- take a break so the kitchen has time to catch up.” It truly wasn’t busy and plenty staffed. The host came over and apologized as she noticed we were still waiting and brought us drinks. After a few more moments of us waiting we told the host we were leaving. We will not propose any family business at this establishment again. Was really looking forward to trying them out.

Update: the manager called me after this review. Found one of the stores within my scope of work from Googling me and decided to show up and offer her sincere apologies. I was not at that location at the time and was notified by one of the associates there that she swung by. She contacted my cell phone and apologized and did want to make it right, which I appreciate. However, I politely declined as it was very strange to find someone through the internet who left a review and show up in person. Truly appreciative of the attempt though as...

Horrible experience and customer service. Placed an order and was told it would be ready in 30 minutes. Arrived 40 minutes after order was placed and was told as I paid it would be another 10 minutes. 15 minutes later I was told it would be “about another 5 minutes”. This was during a non peak time as staff was cleaning up and ones no longer needed going home. I Asked for a refund and that took 10 minutes with the manager acted as if she was doing me a favor by refunded my money for food they hadn’t provided. She admitted it takes 12 minutes to cook a pizza which clearly shows my pizzas had not even been started when I arrived. Hard to tell how long it would have really taken as pizzas still weren’t finished when I left 1 hour after ordering. Unacceptable, and the only explanation provided was “your not the only customer”. It would have been nice when I arrived for this business to have been honest and state we have not started on your meal. It would have given me the opportunity to decide if I wanted to wait. I am absolutely sure the owner, manager and employees would not have found it acceptable had they and their family been the ones waiting. I Will not provide this business with another opportunity to waste an...