Marco's Pizza — Restaurant in Brunswick

HORRIBLE RACIST SERVICE. DO NOT COME HERE!!! THE DISRESPECT I ENDURED AS A PAYING CUSTOMER WAS UNBEARABLE! I AM OUTRAGED!!!

One year later* I WILL NEVER EVER FORGET HOW BAD THIS SERVICE WAS! I am looking at subsequent reviews and its the same stuff. Mean spirited bullying obstinate staff. If these types of reviews come up over and over the responses from the company are insincere. This store should clean house and everyone should stop coming here. The staff here is practically inflicting pain onto people in a whim and some criteria they are judging us by. I will NEVER forget how badly I was treated at this store. DO NOT COME HERE!!

I pulled up for a drive up order that I paid for. I waited outside and saw two people go in after I pulled up. I went inside and waited to speak to the person at the counter. For a quiet moment if you will. He proceeded to go off on me! He was "so upset" that I was "rude" about asking for an item that I PAID for and didn't walk out to me. I shouldn't of had to have gone inside in the first place. The process of carry out should be under control and planned out by management. It is clearly not and they have no idea what they are doing. I stood my ground as he was unbearably disrespectful. He thought a quick question was "rude". What a soft skinned disrespectful individual. The larger issue is this individual that is working there is highly volatile and sensitive. This is CUSTOMER SERVICE!!! Where people will speak to you at the same time as someone else. Can you imagine going for a routine pizza pickup somewhere and because you asked a question you get the cops called on you? That situation did not need to happen no matter how "wrong" they think this is. It was a outright attack on me and I think he did this because he saw a black person and wanted to threaten me. He told me he'd call the police before even offering and then after I demanded it, "confirming" my refund. I am not even sure I trust that he did the refund to be honest. That is not what you call the police for. A manager should be able to handle that. If you are going to be that sensitive and explode at people you cannot work with the public and be a manager. If you think about it this is almost dangerous. He was HIGHLY touchy and explosive. He would of did that for any reason. This is ludicrous and that place needs to be shut down. He Threatened me with that before apologizing for the wait and OFFERING me a refund. He did that as a person that is supposed to be calm under pressure and is supposed to be someone that handles situations better.

DO NOT COME HERE. The manager is disrespectful, volatile and childish and doesn't know how to deal with people or customers. I cannot believe the treatment I received today at the mere mention or questioning about an order I paid for. He did that because I'm black. He needs...

TL:DR: Childish employees screw around with customer’s accounts.

I placed a Take Out order at the Marco’s Pizza on Pearl Road in Brunswick, Ohio on March 25th at 6:34 pm and select the option to receive email alerts about my order. After 40 minutes I do not receive an email that my order is ready, and the status on the app says it is still being made. I call the store and am immediately placed on hold. After 10 minutes on hold I hang up and my wife and I make dinner, as we have 2 children and could not wait any longer.

The next day, I call the store and explain the situation to the associate who answered the phone, asking that they remake my order that I was charged for. They asked that I hold while they speak to their boss. A minute later someone picked up the phone (I am not sure if this is the same person, but they did not identify as a manager) and was adamant that I called the store twice the previous day and that both times they told me that the order was ready. I told them that this was simply untrue and we go back and forth a couple times before I told them that I am going to have my credit card company reverse the charge before ending the call. At that moment, I figured that the associate was either lying to cover themselves or they were confusing me with someone else.

At around 8:30 pm that evening I noticed an email confirmation from Marco’s Pizza that I received at 7:31 pm confirming an order on my account that was placed at 7:18 pm. I did NOT place this order. I called the store again and asked the answering associate to connect me to their manager (I could not tell if this was the same person I spoke to a couple hours earlier, but this person sounded like a child in his early teens). He asked to me to hold and then immediately picks up the phone again claiming to be the manager. After insisting that I speak to a manager, the associate puts me on hold again for about 10 seconds and then answers the phone with a mock high pitched voice claiming again that they were the manager. At that point I hung up the phone. I chose not to drive to the location to speak to the employee(s) directly as I did not want to give them an opportunity to lie about that interaction as well.

I have been a customer at this store for years and up until this incident, I have never had to deal with anything like this. In fact, this is the most unprofessional behavior I have ever experienced at any type of restaurant in my life. The manager of this location needs to remove the associate or associates who were working that evening and ensure that in the future there is an adult present who will not allow that type of behavior. Alternatively, the manager himself needs to be removed. For a store employee to play games by entering an order on MY ACCOUNT is...

I will not even leave them one star it seems like every time we order a pizza here it's brought to us and it's the wrong order or something is messed up on it. This last time we ordered a medium pepperoni pizza with cheesy bread after 45 minutes of not getting the pizza I called and they said it was on its way after an hour of not receiving the pizza I called again and the manager Aiden told me the pizza had been delivered told her that we did not receive it I sent my grandchildren to go look for the pizza and the driver left it in front of the garage door not the front door it was ice cold and yet again the wrong Pizza no pepperoni when I called back asking them to please send the right pizza I was told they would have to charge me another delivery fee for a mistake they made I told them that it's not my job it is your job to fix your mistakes she told me to bring the pizza back and they would replace it again I told them it is not I paid the delivery fee and got the wrong Pizza it is your job to fix the mistake there is no pepperoni on the pizza the manager Aiden Ben said do you have proof there's no pepperoni on the pizza like what do you mean do I have proof I'm sitting here looking at the pizza there's no pepperoni what more proof do you need please send your driver to get the pizza and you'll see there's no pepperoni on it the manager Aiden then said I am not sending my driver out there to deliver another pizza if you can't prove to me there is no pepperoni on it after going back and forth with Aiden several times I finally gave up and will call corporate make a complaint and post this review here as well as in the paper I have never been more disappointed in a place than Marcos even more disappointed that their management is allowed to behave in such a manner where they called me a liar and the manager Aiden did say you're a liar what a disappointment but very poor management shame...