Marco's Pizza

The pizza was a nice size for the XL.
It was my first time at Marco's so I asked the lady taking our order about the crust and she was annoyed with me.
I don't like thin and crispy crust so I wanted to ensure that I was not ordering a thin and crispy crust pizza.
However the pizza taste like a frozen pizza.
Was not a fan.
Not on my list to try again.

Owner response

Order the pizza over the phone at 9:16 PM.
They said it was $17 and it would be ready in 45 minutes to an hour.
Got there they didn’t have my order.
They said my order didn’t go through and said their system was fairly new in orders weren’t being sent in and they did not try to correct the problem, like offering to make my food.
The lady on the phone told me they lost a lot of orders with this new system, so why isn’t there a back up process in place for orders that aren’t being sent through instead of making it seem like it’s the customers fault?

Owner response

Wow! So, I’m a disabled army veteran who is sick at home with Covid.
I decide to order Marcos for my family and I, because I’m too sick to cook and Marcos would be a nice treat while we’re all miserable.
I placed my order online, expected delivery time: 60 minutes.
75 minutes later, I call to check on my order.
The young man that answered the phone told me my order had “been ready and sitting there”.
I asked why as my order was for delivery, I paid a delivery charge, and I was unable to carry out because I am sick. He told me they “tried to contact me and let me know my order had been changed to carry out because they only had one delivery driver and she was busy”.
Mind you, I had NO missed calls, no emails, no texts.
Nothing.
The ONLY reason why I knew what was going on, was because u waited so long and finally called. I asked to speak with the manager.
Another big wow! Dee got quite the attitude and again stated “we tried to contact you”.
I explained there were no missed calls on my phone, and maybe they had intended to call, but didn’t.
No offer to rectify the situation at all.
So I got rather upset.
I asked her what she planned on doing to fix the issue.
Was she going to offer a discount? Was she going to provide me with a coupon? My food was now sitting for over an hour, my family and I are SICK and starving. At this point the manager LAUGHED at me and asked if she could put me on hold.
She the failed to put me on hold, and I her her mocking me in the background to her staff and then I was hung up on.
So, I called back.
The young lady that answered the phone, I said “I was just hung up on my your manager, and I would like to speak to whoever is in charge tonight”.
She held the phone in the air, and said “its her”, and they all giggled and then someone got on the phone.
I asked for the name of the general manager, to which she replied “Chris” and would not provide me any further information about the general manager. I told them I was appalled, and just wanted my food delivered to my house as I was unable to leave, and I hung up.
Someone else called me claiming to be the manager Dee again, and strangely enough, when my phone rang I answered it, she told me they needed my address since my order had been changed to carry out, they didn’t have it.
She said she was going to remake my pizzas and send it out as a contactless delivery to protect her driver, to which I agreed.
I apologized for being rude, I was sick tired an s hungry.
Again, No APOLOGY ON BEHALF OF THE STORE!! Another hour and fifteen minutes later, there was a pounding on my door.
I waited a few seconds, went to the door, and the driver was still there taking my food out of her bag.
Not very contactless at all.
And they forgot the Parmesan crust….
Imagine that. Marcos pizza in Tampa Fl was my absolute favorite pizza.
I just moved to the area recently, and in ONE NIGHT, this store has made me question if I will ever order from Marcos again. Not one, “thank you for your service, I’m sorry you’re sick, I apologize for the inconvenience, we hope you feel better, let me help fix our mistake” Nothing.
I have over 20 years of customer service, and this store, failed miserably in EVERY way possible, and each of them should be ashamed of how they treated a paying customer last night.

Owner response