Mallory Hill Pizza
 

For a few years, Mallory Hill has been one of my "go to" places for good pizza. But, last week, I was disappointed when the pizza I ordered had way too much cheese and almost no sauce. Did they change the recipe, have no recipe, or have an employee who ignores the recipe because they think everyone wants extra cheese? In my opinion, pizza should be made using a strict recipe where all ingredients are measured the same way every time.

I went to their website and sent a feedback message through their system and followed up on it. It has been 7 days, and I have received no reply or acknowledgement of any type. I have to conclude that the Mallory Hill restaurant is poorly managed.

(352) 430-2359

I would say the better approach would have been to mention it while you were there....I have always found Mallory very responsive in person.

Possibly, but I was with a large group and they would have had to remake the pizza. Not worth it. If they choose to ignore my written message, I just won't buy their pizza anymore.

Was this a one time experience?

Your loss...

I think they are kinda known for their pizza.

I've had a number of bad meals there............pizza was the Go-To if I did not want to experiment.

They should reply to a bad review on a staple.

Been there a number of times and always enjoyed their pizza. Could be a temporary pizza maker on duty that day.

Yes, you are right. If you don't complain, it is your loss.

However, I do not go to the restaurant to complain or create issues. I go for a good meal and fun time. If I don't get that, I feel free to complain, and if want, mention the experience to others. I don't feel obligated to notify management at the time.

I had an experience today when I got a poorly cooked meal at a local restaurant. I sent it back and received a less poorly cooked meal. Not wanting to create a situation at the time, I simply chose to enjoy the time, finish our drinks and leave W/O further complaint.

I did feel obligated to EMAIL the restaurant to describe the experience but did not feel at a loss for not creating an in-restaurant issue. May not solve the problem but at my stage of life I do not need the thrill of in-person confrontations.

Incidentally, I find that this approach normally provides better results than in house complaints in many ways.

How hard is it to measure and add the correct amount of sauce and cheese to a pizza? Whoever made my pizza ruined my meal, which I threw away. But, what is worse is that I used their feedback system to tell them about the issue, and they totally ignored me, for which there is no excuse. This restaurant has a serious management problem.

The pizza you threw out sounds exactly like I would prefer over hardly any cheese and tons of sauce!

Prices up quality down-website never updated and ignored by management
 

I find the problem with pizza in Florida is that most of the topping is cheese. Everybody raved about Mallory‘s pizza. It’s OK or it used to be OK. The food and drink prices here are more than going to any other restaurant, including more upscale ones. I guess this will be another country club to avoid.

You know, I hate to agree but I do agree with you. Generally an on-site complaint only gets you a glare, not necessarily a solution. At this time in our lives who needs the aggravation. Simply use social media to air the complaint. I’ve done that AND provided a copy of my complaint on social media to the home office or local management. It works. One person’s complaint to a manager who is dealing with staff shortages and a healthy level of existing business might not evoke much attention but social media??? Watch out!!

Based on the shockingly poor service I have experienced, I agree Mallory is not well managed but holy cow, I can’t believe you are giving up on their pizza with one bad experience. I love the pizza so much I’m willing to put up with the bad service and you are giving up because your pizza had too much cheese one time?

I would have gone back (possibly with a slice) instead of destroying a favorite spot on TOTV - especially if it was once. That being said, not responding to feedback within a day or two is absolutely unforgivable. Hopefully, they were on vacation and they will - with a free pie.

Last week I noticed it was a different person working the pizza oven than I was accustomed to seeing.

Such FANCY PROBLEMS we have in The Villages. Gotta love it!!

Mallory is also our go-to place for pizza. I ask for a "saucier" pizza when I call. Sometimes it works.

Seems to be the case. Plus, it seems that he would like the rest of us to stop going. Why else post?

Sounds like the OP has zero tolerance in his pizza expectations and if that's the case he should stay home where every meal will be perfect.

Since....
It's a social media board.
&
It's in the Restaurant category.

Many reasons.

Well, it may seem like "fancy problems", but I have spoken to many friends and acquaintences about dining out.
Folks are much more discriminating about their frequency of dining out, post covid (with all of the problems that brought to the restaurant industry) and they feel they have every right to expect a good dining experience when they do dine out.
I thought the OP showed great restraint and decorum in this situation and deserves a response.
I four one appreciated the post.

Go back there and order another pizza again, but this time tell the waiter that your last pizza was unsatisfactory because of too much of this or not enough of that. Let the waiter know so that the cook will know. It's disappointing, but in this life, nothing is perfect and we can't always get what we want.

ZZzzzz...

I would have to conclude you have never ever in your entire life. Had an off day. As for a impersonal complaint by text or email. I would never reply. Have some integrity to go to the establishment place an order and explain to the management your complaint. It will hold much more water giving them another chance.

It's a pizza! Move on!

Really? So, you would have an email based feedback system on your website, but never reply to anyone who uses it? I gave them my name, email address, and phone number. I even sent them a follow-up message, and they still ignored me. If you go to the restaurant in person, you may not be able to speak with a person who is actually capable of effecting changes.

We go there a couple times a week and have always enjoyed it. Service has been good for us. But we usually sit at the bar and love the bartenders there. I had the same experience last week. Pizza had a lot of cheese and not much sauce, hoping it was a one time thing.

My wife usually gets the caesar salad with blackend shrimp and loves it. She's a salad lover and always comments how fresh his produce is.

Wow! A few years of good pizza and you complain of one bad experience? Then you jump to a negative conclusion without knowing all the facts. They might appreciate not having you coming back.

Expectations
 

I think the problem is that when you find something a restaurant kitchen makes consistently one way that suits you, and then that kind of falls apart, it's disappointing.

The pizza maker is right there out in the open. You could have just walked over and asked about it.

I didn't say that I would never go back.

Ok. I’d call the cops! NYPD Pizza. Closest to NYC style pizza around. But Mallory pizza was ok. Maybe they were short on ingredients that day. But I’d think you deserve a response and a free pizza

Because one person was unhappy with his pizza's cheeses to sauce ratio?

There is a place on the charge slip to offer compliments and complaints. It is the “tip” line.

True, but you did say "I just won't buy their pizza anymore."

All because of a one time sauce:cheese ratio issue...

IMHO, that seems to be an over-reaction... But we all have our own decisions to make. Posting yours invites a response, both positive and negative...

...

So true , you could have asked when ordering. We love their veggie pizza. Get it to go and make a salad at home. Perfect for 2. $14 I think.

I found that every time that I eat with a group ( especially 6 or more ) , that the service and / or the food is compromised in some way to someone at the table!

Couldn't you just nicely ask the waitress for more sauce? It probably would take 5 minutes to apply and heat slightly.