ComplaintsforMarco's Pizza, Inc.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  1. We ordered a pizza from Marco's on Central Ave - 3.28.24 11:15 AM Order #108 We called directly after and spoke to a girl and requested our peperoni and bacon to be put on top so it was crispy and cooked right (we got food poisoning last time from bacon - because they said their ovens were not heating up enough - sorry - no offer to replace or give us another one another day - asked for a manager to call back - never called) 2) We got the pizza #108 - they did not put the peperoni/bacon on top - they put the mushrooms on top and practically killed them They also cut it in like 13 slices - as they obviously didn't know how to cut and some were like 1/2: wide...very odd 3) Called - got the 'store acting manager' as the General Store Manager was not available and she said she heard and did not speak with us...and that we had not communicated it correctly...and refused to tell me how we did not communicate it right AND REFUSED to pass the message to the General Store Manager She was completely obtuse, rude and not helpful. 4) This pizza is inedible and want our money back for our last three pizzas - as no one at this location wants to be better or help customers and we keep like idiots trying them...only to be ABUSED...which i guess we are broken people for continuing to go back - but knowing Pat G from social reasons we keep going back...in hopes someone will fix it but i guess not. 5) We also think someone needs to consider teaching the gal how to be customer centric - as her nastiness makes it very difficult to want to come back in the store ever - she has an attitude that is frightening. 6) We called corporate but only got a voice mail - not extremely customer centric either - may want to rethink if you are a BBB award holder?

  

  Business response

  04/26/2024

  Attempts were made to contact the customer.  The one time we were able to connect, customer stated she was too busy to deal with this right now.  We have not been able to reconnect.

  Customer response

  04/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Yes, I was busy but he was only available until 4. I called back and left a message. and no call back.

  I also tried the corporate pizza location and had an absolute horrible experience.

   

  I still need a call back from ***. My number is ************

  
  Sincerely,
  
  ******* *****

  

  Business response

  04/30/2024

  Hi,

  we have looked into her concern, and I spoke to the manager in charge at the time, she did recall the order, it was placed online , then a gentleman called the store about the order and was requesting the toppings to be on top of the cheese, which the manager inform him that we do put all of our toppings on top of the cheese, The store later gets a call from Melissa being irate and yelling saying that we made her pizza wrong. when asked what was wrong with the pizza, the toppings were correct, but she wanted the bacon and pepperoni to go on last. She ordered a small pizza half bacon and mushroom, the other half old world pepperoni and mushroom. She was told that not was said when the gentleman called the store, he just asked that the toppings be on top of the cheese, ******* was upset and was yelling telling the manager that we did not hear him right. She wanted to speak to the General Manger of the store and was told that the General Manager would be in at 3:30, she never called the store back to speak to the general manager. Then she also stated that she wanted refunds for her 3 previous orders? which there were no problems...She also stated that her pizza was not edible, and she had food poisoning the last time from our bacon, which our bacon already comes it precooked, and she nor any other customers called to say that had food poisoning. I did reach out to ******* on Wednesday 4/10/24 at 3:45 P.M.  to discuss about her concern. and at the time she said she was busy to talk because doing her taxes and could not talk, I did tell her I will be at the office till 4, and if it's after that she can leave a message. I have not heard back from her, nor has she left a message. 

   

  Customer response

  05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: this gentleman is taking the store's invalid defense and it is very sad because there was a day in time when the founder would never have tolerated this lax in management, service or unhealthy food.

  I will begin a phone campaign because this is not true that i have called and have left him at least 2 messages. beginning now.

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  03/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had multiple orders in a row that were awful. Cold food, burnt food, missing food, e*erything you could imagine. I ha*e tried multiple times to get in touch with a manager both *ia the store and their website. After weeks and multiple complaints, I was finally contacted by the district manager, ******** ******, on March 1. She offered an apology and said she’d gladly refund an order. I’*e tried following up with her multiple times, ha*ing only recei*ed one response on 3/9 saying she would check on my refund. Here it is 3/19, and now she’s totally ignoring my emails. I can’t get any resolution.

  Customer response

  04/21/2022

  This complaint can be marked as resolved. I was able to contact the next person up and get a refund. Thank you.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pizza from Marcos about a week ago around February 15th. The cheese was burnt on top. I called they said they would send me another one out I said I already waited an hour so I ate two pieces I took a picture of it and told him I could come get it if they want. She said she would send another Pizza out I said I don't want another one right now I just had two pieces of burnt pizza and I don't want to wait another hour. I said can I get credit for another time she said sure. So I called a few nights later to order my free pizza turns out they only give you a $5 credit. If I was told that I would have just had them send me a whole pizza that night and saved it. Also the GM I believe called me and basically in one word or two wanted to call me a con or someone like a con who tries to get free food I guess. How's someone appalled...... I told him I don't want your pizza and I'll never order from you again.

  

  Business response

  03/14/2022

  Sore supervisor contacted *** ****** and is mailing a certificate for a free pizza.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩