Marco's Pizza

I am extremely disappointed and offended with the level of service I received at your Camp Wisdom Marcos location on 2-1-24.
I was presented with a product that was unsatisfactory to what I have experienced in the past or at any other Marco's location.
I normally have a great pizza which is why I choose to do business with you, however what was provided to me was disrespectful. The pizza had bare minimum toppings, lack of sauce, cheese sparingly, and a burned crust at the bottom of the pizza.
Had I noticed while at the store I would have voiced my concerns there however I had not realized that I was provided trash until I made it to my residence. I contacted the Camp Wisdom location and was met with the worst customer service imaginable.
I voiced my concerns with a representative who answered the line and expressed that I did not find the product satisfactory and wanted this location to make this experience right.
The rep claimed to have gone to speak with a manager after acknowledging there was indeed an issue with the crust they were using .
However, when I asked whom she spoke to she stated his name was Trey.
After I requested to speak with 'Trey" whom she stated was a manager, there was hesitation as if they knew they were being discovered to be a lie. When Trey got on the phone he seemed flustered, wasn't professional, and anyone could identify that Trey was not a manager.
When I asked if he was he stated he was then after much discussion and me asking for reassurance if Trey was indeed a manager as it seemed he may have been inebriated, trey confirmed he was not a manager and he transferred me over to a Kim whom he claimed was the manager he spoke with prior to getting on the line with me to discuss my concerns. Once Kim got on the line she stated that the only thing they were willing to do was offer 10% off my next order which is unacceptable as I explained to her I need the pizza made correctly as me nor my children would be able to eat it.
She claimed that was the most she could do, so I asked how is that so when you are a manager, she then states that she is not a manager and that she would have Austin P.
the GM call me back on my best number to resolve this once they come in the next day. Austin P.
never contacted me nor was I contacted about resolving the issue at hand or my concerns.
I am unsure of what kind of business Marcos is intending to become, but treating your customer this way with the lack of satisfaction is alarming and concerning.
The Camp Bowie location for Marcos is definitely not representing your brand in the most positive light.

Owner response

I made pizza all through High School and college for 2 years and I thought I made some pretty good meals for a very famous chain.
Until I tasted a large thin crust Marco’s and it’s the best commercially made pizza I ever had.
Crispy crust, firm cheese, fresh tasty ingredients and service with a great big smile.
I’m coming back here again and again.

Never received my order.
Tried for replacement order, got run around and never got to speak to manager.
Guess I'm out 40$. Update: Got a replacement order.
Several hours later.
Didn't help feed the kids, who were off to bed by that time.
Not a great experience.

Owner response