Marco's Pizza — Restaurant in Alabama

On 7/22/24, I unfortunately ordered 1 Large Pepperoni and 1 Large Sausage under the BOGO deal. Upon retrieving my order, I arrived home and realized that I received 2 Pepperoni pizzas. Although disappointed, I decided not to make a big deal of it since I was already home with a hungry, fussy toddler. I give my toddler a slice of the pizza only to realize the pizzas were different sizes (1 Large and 1 Medium). By now, I'm calling Marco's to see if there can be some type of accommodation for the inconvenience they've caused me. The Team Lead, Senna, was adamant that I had to physically bring the pizzas and my receipt back to Marco's to receive any resolution. I arrive and the door is locked so I go through the drive-thru. I hand Senna the pizzas and receipt. She walks away, and proceeds to bring the Large Pepperoni back to me. I request for both pizzas to be made fresh as no one wants cold, chewy pizza. Senna stated that she wouldn't remake it because it had already been eaten off of. How ridiculous when there was only 1 slice missing and they couldn't resell it anyway. At this point, I ask for the manager and she states that she is the manager. I thank God for the cook, Joseph, who came to the window to attempt to resolve the issue. He took accountability for his mistake as he states he made the wrong pizza. He sincerely apologized and empathized with me. He offered to remake both pizzas, however I kindly declined. I requested a refund and Senna refused to give me one. Joseph contacted another Team Lead, Ashley, who stated that she would refund me "once her computer charged up". I left Marco's without any pizza or money back. The next day came, and I contacted Marco's at 11:16 a.m. to ask to speak with Ashley. There was a long pause in which I had to say "Hello?" just for Senna to say that Ashley was not there. I asked my family member to stop by as they were in the immediate area and see if Ashley was there and of course she was! My family member asked what the refund policy was and she was told that they don't refund after 24 hours. She asked Senna to get Ashley in which she does & they offer me a store credit which is absurd. Why would I return to a store who obviously does not care about their customers? They were informed that there is no such policy listed anywhere in the store, on the receipt or online. They were also informed that they would be refunding me or I would be taking them to small claims court. It took all of this for them to finally refund my $17.59. Now, you've lost money and 2 customers. Whomever owns this store, I suggest you offer some customer service training to your employees and hire a REAL manager who is experienced in issues such as this. Please don't waste your time or money here. Pizza Hut, Lost Pizza Co., Broadway Pizzeria 43, Domino's, Hungry Howies, and Papa John's are all in the nearby vicinity ready...

**Update:

Placed an order online. Arrived to pick it up in the drive through line one minute AFTER it was promised to be ready. A man at the window asked my name and then said absolutely nothing to me, closed the window and walked off. There was a car ahead of me that had had to pull forward. Several minutes went by and the man at the window came out with a bag for delivery, got in his car and left. About this time the car in front of me got their order. The girl who had given them their order walked back inside and came up to the window and asked my name, as if I had just pulled up! I told her and she came back and asked again. I told her it should have been ready 8 minutes ago and she said she couldn’t find it. I told her that if it hadn’t been started yet to forget it. She said, “you want to cancel it?” I said yes if you haven’t started it yet. She kept saying several times that she couldn’t find it. I finally asked her “does that mean you haven’t started it?” and she said that was correct. I had to ask her how I was going to be refunded for the order and was told it would take 3-5 days. I then asked how long it would take to just make the pizza and she said 6 minutes. By the time I got the pizza, it had been almost 20 minutes later than originally promised. No “I’m sorry” or any apology whatsoever and no explanation of what happened. This used to be my favorite pizza place. Key words USED TO BE!

Original review:

I absolutely love this place! First time I got a pizza from there years ago, I wasn’t impressed. I don’t know what was up that time, but I’m so glad I tried them again. I’ve ordered from them several times since and every pizza has been hot snd fresh snd tasted amazing! Be sure to sign up for emails on their app - they constantly run specials and send you emails containing discount codes. You can order on the app and have your pizza ready for pickup in 12 minutes - can’t beat that! I also love that you can chose one of their specialty pizzas and still customize it (remove items and substitute with others). Highly recommend! It’s definitely my favorite pizza place! And that jalapeño ranch dipping...

Placed an order online. Arrived to pick it up in the drive through line one minute AFTER it was promised to be ready. A man at the window asked my name and then said absolutely nothing to me, closed the window and walked off. There was a car ahead of me that had had to pull forward. Several minutes went by and the man at the window came out with a bag for delivery, got in his car and left. About this time the car in front of me got their order. The girl who had given them their order walked back inside and came up to the window and asked my name, as if I had just pulled up! I told her and she came back and asked again. I told her it should have been ready 8 minutes ago and she said she couldn’t find it. I told her that if it hadn’t been started yet to forget it. She said, “you want to cancel it?” I said yes if you haven’t started it yet. She kept saying several times that she couldn’t find it. I finally asked her “does that mean you haven’t started it?” and she said that was correct. I had to ask her how I was going to be refunded for the order and was told it would take 3-5 days. I then asked how long it would take to just make the pizza and she said 6 minutes. By the time I got the pizza, it had been almost 20 minutes later than originally promised. No “I’m sorry” or any apology whatsoever and no explanation of what happened. This used to be my favorite pizza place. Key...