Marco's Pizza — Restaurant in Burlington

Normally I don’t like posting a negative review but this review is definitely deserved!! I am a faithful customer of this chain and I have seen overtime the quality in employees and food drop tremendously. I decided to order a large thin crust as I always do about twice weekly but this was the first time at this location and I must say HUGE MISTAKE!!! I came into the store and had to wait for the pizza to come out the oven in which I didn’t mind because I had placed the online order so during that time me and the manger made small conversation until my pizza was done, I was already late for a meeting with my colleagues so I simply was handed the pizza and didn’t think anything of it simply because my mind was on my task at hand. Upon me getting to my destination I opened the box and let me just say that I believe that a 5 year old could have made a better pizza which consisted of no pizza sauce and barely had cheese and toppings was a few here and a few there but nothing as I’m use to as I am a loyal customer with this chain. Once I see the quality of this pizza I instantly calls the location back and speak with the manager in which she says come back and she will remake it, ok so the next day comes which is today and I go back in and once she walks up her energy isn’t like it was the prior night so she begins to tell me that if I wanted extra cheese I would have to pay more for it…”like I said I order from this chain all the time and have never seen such pizza like this one” she then proceeds to say she can make another but it would be the same or could do a credit to my account under my number so I told her just give me a credit so I can use it at another store, she stands at the computer and says she “have applied the credit to my account” I simply say thank you and have a blessed day and walked out the store. I then decided to call a neighboring store to order a pizza and they looked up my account and no credit what so ever, so I then proceeded to call another neighboring store to make sure it’s no mistake and they confirm also it’s no credit under my account so I called this store back to speak with her and she again says she can “see the credit under my account” smh it’s very disappointing and dishonest to lie about something such as she has and the more disturbing part is she is in a management position…. Marco’s y’all definitely need to pump up the quality with employees and food if this chain will survive. Again I don’t ever order from this location but this was my first and last time, the lying and being in a management position is disgraceful honestly, EVERYONE BELIEVE THE OTHER NEGATIVE REVIEWS THEY ARE NOT LYING!! DEFINITELY GOING TO PIZZAHUT BECAUSE MARCOS CANNOT SEEM TO GET...

The most recent update:

After an email was received by someone "up the chain", this issue appears to be being addressed. I'm grateful the company does indeed want to address issues (once the right person is involved}

This is been updated regarding a recent order now over a year since the order below review. This is in relation to an order that was over an hour late, and when I call about it at the 40 minute late.

I am lied to and told that the driver got into an accident and they had to remake my food and I would have fresh food sent by another driver.

This was indeed a lie, upon receiving my order Not only was it cold but my pizza was in a pile on one side of the box!! (that image will be linked here as well) .

When I addressed it with the store they did not care when I followed up with the store and talk to a black lady who said she was the manager when I told her it was not my concern whether a driver got into an accident it was my concern that their job is to provide me with a hot and fresh pizza that I pay for which they did not do.

When I told her that she said that she would do nothing more for me. And suggested that I can continue taking this up the chain which I will do!

Atrocious business practices, atrocious customer service, and little to no accountability. That's what this establishment has I can give them credit though, they are consistent... consistently bad as my prior review will reflect

Prior review: Disclosure: and I'm writing this before receiving my food.

My first time ordering from this brand, and my order is currently 28min late and when contacting the store I was told that I can either wait or come pick up my order. (FYI... delivery orders are intended to be delivered) The staff was rude, and I can all but guarantee my food won't be fresh based on the time past the time quoted By the way, it's currently been almost 2hr since order time. Doubtful I will give this location a second chance to take my money.

Update : I have reached out to this brand with a survey conveying the same information.

My food was indeed cold. This brand will have its work cut out for it to earn a second...

Placed my order March 8th 2025 at 7:20pm, after 10 minutes, I was sent a prompt saying the food was out for “delivery”. The pizza never arrived. At 9:30 I went to the store and asked about my order. They told me it left 10 minutes ago so I came back home and there was nothing delivered. On Sunday mid day, I went into the store again. a guy named Erick from the kitchen spoke with me, he told me he couldn’t do anything so to talk to the general manager, “Ms. Dee”. So I went back Monday March 10th, she told me I needed to speak to the supervisor. She told me to wait on a call from the supervisor who’d call me about a refund. I was still never offered any kind of solution, no discount, no refund, no side credit. My family and I were left with no food. This is no place for me to rant about personal problems BUT IN THIS OCCASION THE ORDER NEEDED TO BE HERE.My house has cameras, I have proof I never received the pizza. I still have yet to receive the call from the supervisor Ms. Dee said would call me. Today Sunday March 16th @4:20pm I went inside the store again and am asking about my order. They told me I needed to talk to Ms. Dee because she was the general manager. I NEED A REFUND. NEVER BUYING FROM YOU AGAIN. IM NOT GOING TO STOP FIGHTING DOR THIS. HORRIBLE CUSTOMER SERVICE. BEEN A LOYAL CUSTOMER FOR 4 years!!!! I AM DISPUTING THE CHARGES WITH MY BANK. This tells me your store and business, along with your employees do not care about the customers concern nor their food. HORRIBLE PLACE WONT DONA THING ABOUT MY ORDER OR OTHERS IVE HEARD FROM. CLEARLY THERES A PROBLEM WITH THWIR ONLINE OR TAKE OUT ORDERS. Look at the pattern between all of these...