Mazzio's Tracking Order Status

I recently was with my family member when he got a cheese dipper (cheese sticks) that had mold on the bottom of them. After it taking 2 hours literally to get a manager. We were informed it wasnt mold on the dough. It was just that they had used a dirty pan and since he used to work there we could not have a remake or a refund. We escalated this up to the highest person possible calling corprate headquarters and got told its the stores choice on how to handle this because its a franchise store. We also spoke with the owner of the store itself and were told that orders of ex-employees and their families dont matter if they are messed up because we should have known better than to complain after all it went through a 450 degree over so it should be safe to eat.