Imo's Pizza — Restaurant in Wood River

We arrived to dine-in tonight & placed our our at 5:15pm. We could tell it the line that they were busy but we were happy to wait - my kids had chosen this for their valentine's day dinner out. We placed two separate orders and didn't get a receipt or table number with either - we asked but didnt get them, so we sat down & waited for our food.

At 6:15pm, we got BACK in line to check in on our food as we were seeing other dine-in tables getting assigned table numbers. I asked the person at the register (the same person who TOOK our orders) to just check on the status of our food because we hadn't received appetizers, salad OR pizza at that point. She said - you dont even have your salad?! She left, came back, & informed me that our tickets must've never printed after fumbling around for many minutes "searching" for our food.

She ended up getting the manager because we asked for a refund at that point as they had $70 from us, but he told her to check again because he KNEW our food had been made - he remembered the ticket. While I waited for her to check for our order at his request, a gentleman came in & said he picked up his order through drive thru but was informed they'd GIVEN his pizza away to someone else, they'd make him a new one & bring it out. He'd been sitting in the parking lot for half an hour...waiting.

The staff member didn't return, the manage voided our tickets...and walked off. Without giving a refund. We had paid in cash - so he needed to return it. I stood there another 15 minutes while every person in the place walked by, no one stopping to help & no one acknowledging me as I said "excuse me" to get someone to help & the line backed up out the door.

I finally got the original youndg lady who took our orders & my original request to check on our food to come back. She refunded our cash & when we expressed our displeasure at this entire situation, she said "we refunded you - what else do you want?"

A sincere apology from her, the manager, or anyone at that point would've been a good start. My kids sat for an hour & a half waiting on food. We were trying to give the restaurant grace because we knew they were busy. They all acted absolutely iritated that we asked about our food, let alone wanted our money back.

They just kept taking orders, while bogged down with errors & missing food & upset customers. There were two families before us who asked for refunds, many people expressing that they were told 20 minutes and had been waiting for 45 or more for their orders. People coming back in with issues with their food.

The manager said they were "severely understaffed" which was obvious. But why keep taking orders then? Shut it down until you get it fixed & straightened out. Instead they just gave people's food away to the wrong customers, left people waiting an hour for food you told them they could get in 20 minutes, or lost their orders all together? And then be irritated with the customers when people are upset?

This whole situation was awful. I'm upset, my kids are upset - it ruined a special evening out for them. But the lack of accountability from anyone in the establishment tonight, especially the manager, really was the worst. We won't be back - well go to the Imos in Edwardsville or Godfrey, before we return here just based on the attitudes of the staff...

First i would like to say that any store Mike Frazier owns stay away while you can! Mike Frazier does not appreciate his customers, he is completely unprofessional, and is unwilling to pay for his mistakes.

On 11/3/2014 i ordered two extra large pizzas ( one sausage and one pepperoni ) and a order of baked mostaccioli. I spent around $40 some odd dollars. I placed this ordered around 4:00 pm, however, my delivery didn't arrive until 5:30ish. When my order came i opened my pizza to see that one of them was clearly old. The pepperoni pizza was crusty, shriveled up, and dry. There was a huge difference in my pepperoni and sausage pizzas.

I called the store to let them know, Paul basically made it sound like i was lying. He said that both of the pizzas came out at the same time, which there was absolutely no way they could have. So, Paul to me he'll have another pizza on it's way around another a half hour. After 45 minutes of waiting the delivery came, when i opened the door i immediately recognized that this pizza was smaller than the one i paid for. I mentioned this to the delivery man " Eric " and he told me he'll let his manager know. I then gave Eric the old pizza back so i can "prove" to Paul that i am not lying.

Later i called the store again to let them know of their mistake once again. Paul acted like he had no interest in my problem what so ever. Paul told me he can give me the price difference of the two pizzas. After waiting two some odd hours and spending $40 dollars just to get two mistakes back to back i felt this was completely unacceptable. In the end we agreed to a Small pizza.

I called the next day 11/4/2014 so i can get my small pizza to find out that they wanted another $4 dollars for delivery. This is not fair what so ever, i have to pay for YOUR mistakes twice??? Not gonna happen. So i asked to speak to the owner, Paul once again acted like he didn't care.

Mike got on the phone and told me that i don't have a choice, i have to pay the fee or come pick it up. I expressed to him how unprofessional this is and just like Paul Mike didn't care. Mike said that was against company policy. Yet, they delivered the second time without a fee so how can that be?????

I will never ever go to a store that Mike Frazier owns. I feel disrespected as a paying customer, i never experienced such bad customer service in my life!!!! I love Imos and this location ruined it for...

The food was incorrectly made. Was supposed to be a large pizza with half ham and pineapple , the other side was pepperoni and olives. There was pepperoni all over the pizza.

We had two pizzas ordered. One was brought out before the other. When asked where the small cheese was, they said it was behind ours and be right out. However, two orders came out that were not ours and after 18 minutes of receiving the first half of the order we asked for the shift manager. It finally got put in and another 10 minutes later we had our last half of the order.

The atmosphere was pretty shady.

This will be the first and last time we'll be visiting this pizza chain. I do not...