Marco's Pizza

I normally have a good experience here.
And for this instance the food was still good.
The service however was not.
We ordered an Ultimate Magnifico Pizza which unbeknownst to us includes the OId World Sausage. Now I know what you're probably saying, "What do you mean, unbeknownst to you.
It says in the description that this is included!" and you would be right, and that was my oversight.
However the ordering system that allows you to customize each order, gives you the ability to select every little detail of what is included on the pizza, down to what crust toppings are shaken on to the pizza.
But you know what it did not tell me was on the pizza in case I wanted to exclude it, the Old World Sausage.
And on the final screen where you are asked to confirm your order and it lists everything that is going to be on your pizza, you know what it did not say was going to be on the pizza.
You got it, Old World Sausage. When I called in and pointed this issue out to the person over the phone, she was much more interested in explaining how I was an idiot who did not know how to order pizza.
And then asked if I wanted to order the pizza the correct way.
I informed her that I just wanted to pizza I ordered, at which time she hung up the phone. Now at this time, I did not know she had hung up the phone, I honestly assumed we were disconnected.
But when I called back and the same person answered I said, "HI, I think we got disconnected accid..." then the call was disconnected again. My wife called back and someone else answered and tried to say he was there and no one could be heard on the other line.
This obvious attempt to cover for his coworker, while noble, was just a blatant lie to my face, again, like I am an idiot.
I'd rather they just have the guts to admit what they did and apologize, but that was asking too much. By this time I had already started to come into the store since this could obviously not be handled over the phone, where the attitude from the only female worker in the store just made the hang up even more apparent. I just wanted to get my order fixed but everyone at the store continued to want to explain to me how I am an idiot who can't order pizza correctly.
It took me pulling my phone out and showing them their broken system for them to finally admit that maybe there was an issue on their side and they can replace my pizza. The absurdity of this entire experience could have been avoided by simply listening instead of being insistent on telling the customer they are an idiot, especially when they are actually in this rare instance, right.

Owner response

We mostly frequently went to the Moore/OKC location...
But we moved and this location is near the house (4-5 miles). Marcos did a fantastic job for dinner.. Ordered online - then called as we were going to arrive slightly before the pick up time and Miranda got us taken care of! She was awesome! She should be commended for job well done! Lightning fast prepping of the food and the staff was super friendly! I was very pleased with our visit! (3 medium pizzas 1 pizza bowl) We will return! Respectfully, Bryan Yukon Oklahoma - new as of Jan

Owner response

Use to be really good but something must have happened with management.
I started having consistent bad experiences: long delivery times, incorrect orders, inability to get a refund, etc. The Pep.
Magnifico is awesome, but I had to give up on this location.

Owner response