Serial Grillers - Marana

There is something seriously wrong with the Cortaro location. Every time we have eaten here since it opened, whether just our family of 4 or with our in laws or friends, the wait for the food has always been exorbitant. However, we do enjoy the food and have never complained. But on Wednesday, July 19th, my husband and two daughters went there for dinner. We ordered at 6:10PM and still didn’t have our food at 6:45PM. People who ordered after us started getting their food. We didn’t order anything crazy…salad, two plain cheeseburgers, fries and a cheesesteak with NO SPICY peppers. I had to go up to the counter and ask the young kid what was going on. He got flustered and said he was going to go to the back and help them make our food but he left people in line. Within a handful of minutes, he brought our food out. The food itself was good. Except when I started to eat my cheesesteak, I thought it had a little kick. By the time I finished half, my entire mouth, throat and face were on fire. My husband looked in the other half of my sandwich and there were straight up jalapeños WITH SEEDS mixed in with the peppers. He ate one to see if I was being a baby and he immediate started coughing. They were extremely spicy. That was the last straw for me. I went up to the same kid and asked him to send the manager out. He came out annoyed and stood behind the bar and glared at me. I told him he needed to come out from around the bar and come talk to me at the high top table I was standing at. He was visibly pissed and annoyed. When I explained the situation, he rudely asked if I wanted a refund or what. I said yes. He stomped back around the counter and tapped at the tablet and went back to the kitchen without coming back to our table. As everyone else finished our meal, I was unsure if the refund happened or if he was going to apologize for the horrible service or mistake with my sandwich. Nothing happened. As we were leaving, I went back up to the counter to ask the kid if the refund happened. He said he would do it and tapped on the tablet for a minute. When he couldn’t get it to work, he went back to get the manager and he stormed out of the kitchen and told me “I already gave you a refund, lady.” I will say that was the wrong thing to tell me. When I told him his customer service was appalling, he said I was rude to him about coming around the counter and he shut down. He also had the nerve to tell me he had a really bad day. Keep in mind he never once apologized or attempted any de-escalation of the situation. We exchanged some loud words. If a restaurant’s kitchen is backed up and people are waiting 40 minutes to get food, a good manager is aware and attempts to mitigate things by coming out and checking with customers, offering an appetizer or SOMETHING. This guy did nothing and inflamed the situation by being hostile and nasty to me when I called him out for his BS. After I marched out, I called the River location to ask to speak or the owners or have them call me back. The River manager listened to this whole story, apologized, took my name and number and said the owners would call me within 24 hours. They never did. So needless to say, customer service is clearly not a high priority for Serial Grillers. While the food is good when you actually get it, the extreme wait times and substandard service mean we and our entire family and friends will no longer be dining here. I especially will be going out of my way to warn anyone and everyone about eating at the Cortaro location.

Got greeted when we walked in and ordered the Joe Carol burger, leather face burger, a gluten free ghost face pizza, side of fries and tater tots. Food came out pretty quick and was all good other than the pizza was a little bit over cooked but still tasted good. Good place to go but I've never seen this place busy any time I've been here so I just hope it sticks around.Dietary restrictions: Offer gluten free options

We’ve been coming here since it opened, but I think our family is done buying food here for now. Too much money for inconsistent food.When the food is good, it’s good. The fries are the BEST my family has ever tasted…. when they’re served warm. But the prices have continuously been rising. A single serving of fries for $7!? And you have to order it separately from a burger?? Come on. That’s ridiculous.Sometimes the burgers are delicious and have a good amount of sauce, but we’ve found that more often, the meat has been dry and over cooked and there’s been almost no sauce, making it an overall dry, disappointing burger.Despite the fact that there are often children seated at the tables, they play music with swear words.

Had a red dragon calzone and it was OK. 1st one came out overcooked/baked to almost being burnt and I sent it back to not be so done. Next one was better. Marinara sauce was without any seasoning and I prefer something a little zesty. Overall I would try something else next time. Employees were nice and helpful. Clean and comfortable place.

I wish I would have taken photo's of the amazing food we had, but we we're soo hungry and everything looked so appetizing we just dug right in until we hit the plate. I can't wait to go back and try some other entrées.