Serial Grillers - Marana

My husband and two daughters went there for dinner, placing our order at 6:10 PM. By 6:45 PM, we still hadn't received our food, and we noticed that other tables who ordered after us were getting served. Our order wasn’t complicated—a salad, two plain cheeseburgers, fries, and a cheesesteak with no spicy peppers. I finally approached the counter to inquire about the delay, and the young employee seemed flustered. He mentioned he would go help in the back, but he left customers waiting in line. A few minutes later, he brought our food out. The food was good, but when I took a bite of my cheesesteak, I noticed it was much spicier than expected. By the time I ate half, my mouth, throat, and face were burning. My husband checked my sandwich and found jalapeños with seeds mixed in, despite having requested no spicy peppers. When he tried one, he started coughing—clearly, they were extremely spicy. This was the last straw for me. I went back to the same employee and asked to speak with the manager. When the manager finally came out, he appeared annoyed and stood behind the bar, glaring at me. I told him he needed to step out to talk at the table I was at, and he looked visibly upset. When I explained the situation, he rudely asked if I wanted a refund. I said yes, and instead of handling it properly, he stomped back behind the counter, tapped on a tablet, and went back to the kitchen without returning to our table. As the others in my party finished their meals, I was left uncertain about whether my refund was processed or if there would be any apology for the poor service and sandwich mistake. When we were leaving, I approached the counter again to check on the refund. The same employee said he would do it but struggled with the tablet, so he fetched the manager again. The manager came out and bluntly told me, "I already gave you a refund, lady." That response was definitely not what I wanted to hear. When I pointed out how terrible the customer service was, the manager claimed I was rude to him for asking him to come out from behind the bar, and then he completely shut down. He even had the audacity to say he was having a really bad day. He never apologized or showed any effort to de-escalate the situation. Our exchange quickly grew heated. If a restaurant's kitchen is overwhelmed and customers are waiting 40 minutes for food, a decent manager should acknowledge the situation, check in with guests, and possibly offer an appetizer or some gesture of goodwill. Instead, this manager added to the problem by being hostile when I expressed my concerns. After leaving, I called the River location to ask to speak to the owners or have them get in touch with me. The River manager listened, apologized, took my contact details, and assured me the owners would call back within 24 hours. They never did. Overall, it's clear that customer service is not a priority at Serial Grillers. While the food can be good when it finally arrives, the excessive wait times and poor service have made it so that neither I nor our family and friends will be returning. I will make an effort to warn others against dining at the Cortaro location.

Dietary restrictions: They 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.