Marco's Pizza — Restaurant in Cape Coral

I placed an order at 6:15 and called at 730 to find out where my order was at. It was Friday and I understood it was busy, but either way it normally doesn't take more than an hour. First I called to inquire about the order and spoke with a young gentleman. He asked me my information and if I order from the correct store. I stated, yes it in fact was the correct store and that everything had went through (I even checked my credit card to see if the charge was pending and it was). He could not locate the order and stated that he would check another computer. Instead of putting me on hold he left the phone off the hook. I waited five minutes and tried to get someone's attention, but it didn't work. So I hung up and called back. Next a young lady picked up the phone, and when she asked for my number I simply stated that I was calling back because I had been on hold and someone was looking for my order. She asked if I had order from the correct place. Before I could answer, she preceded to ask me about five questions with out letting me interject, cutting me off from speaking. Everytime I would try to explain she would cut me off with another question. Finally, I raised my voice and to explain what was going on and that I had an order ID. She then responded in a very agitated tone that "Is your order between 1 and 167". I said no, it was a longer number than that. She said in a very angry tone that "Well unless it is between 1 and 167 you didn't order!" At this point I was extremely agitated and demanded to speak to a manager (i had to ask three separate times). She said "Fine!" She then left the phone off the hook in the same manner as the other gentleman before only for me to here "OH, ALL HE WANTS IS A FREE PIZZA" At this point I am fuming, because literally all I wanted to know is where the pizza was! The manager (who was a young gentleman) was of no help because he could not locate my pizza and couldn't issue a refund because the order didn't show up. At this point I was livid and said thanks for no help whatever. After hanging up the phone, the pizza showed up about five minutes later (I briefly explained what happened to the driver but I think he was new, he was nice and didn't understand how the breakdown could have happened). We did end up eating it, but only because it was late enough. It was ok, although it was a bit on the cold side. Unfortunately after being a Marco's customer for nearly two years with no issues at all, I will not be ordering from them again. Having worked in the pizza business myself for over 5 years, I have never treated a customer in the same manner as that young lady, and that team in general. It was disgraceful, humiliating and down right wrong. I ordered generally on average once every three weeks for the past two years, but this was...

Update(2 stars to 4 stars): at 9:35PM, 2.5 hours later, Marcos delivered not 1, but 2, perfect cheesy breads that my daughter loved, and still gave us a $10 coupon for our next order. This was unexpected. Thank you, Angel, amd Marcos staff for trying to make this right. We really appreciate it. Remember for next time, communication is the key! We will see you next week! Thank you.

Marcos has been our go-to pizza place for a long time. Tonight, we ordered for around $80 and we did not get our cheesy bread--the one thing our daughter wanted. We called back and let then know it did not come and we were told that they would make a fresh order and send it out immediately. After 1 hour and 15 minutes, we called back to let them know the cheesy bread still didn't arrive, and the girl told me, "yeah, it's not coming. My manager told me that we couldn't send it and the ONLY option was to credit our account $10 off, our next order." She said that "they will write down our name and phone # to make sure we get it." I asked to talk with the manager and the girl said he was unable to come to the phone. After she gave me the option to have him call me back l, I said yes please, have him call me, she said that she didn't know if he would ever call me back." Ridiculous. We gave them $10 for food we didn't get. Angel was the manager tonight. Crazy, that this is hiw they do business. Why would we order from here again? Oh, because you owe us $10?...

The pizza is overall good. There is no consistency in what light cheese means though.

My only complaint is the lack of being able to share feedback, so here I am.

I received an email to setup my account on their new system and get 50% off, plus keep my history and points. I followed those directions, my email wasn't found. No history kept. Points gone. And no 50% off.

I realized there is no way to contact customer support or report a problem, just call the local store.

I let it go. And decided to still get pizza. Unfortunately one had too much cheese, but the other was great.

Then I saw the tag to share feedback on the receipt. It says "see receipt for details."

I look at the receipt and it's just a date, my items, and contact info on the front. So I turn it over.

On the back it says, "see front of receipt for details on how to complete our guest experience survey..."

Well, that's annoying.

I ended up searching "Marco's feedback" and finally I'm taken to a Customer Contact Center page that has two buttons to share feedback.

Both go to the site that prompts you to login and just order pizza.

I tried. 🫠

Edit: Adjusted the star rating because they sent me to the same place referenced above that doesn't work -- meaning they didn't read this...