Marco's Pizza — Restaurant in Carrboro

I have been ordering from this Marco’s Pizza location for several years and used to be a fan. After the last few experiences I think I will look for a new pizza place. First, Marco’s recently updated their online ordering app and it is TERRIBLE. I have tried, multiple times to place an online order and have given up. The app freezes … the app makes you log in multiple times … the app kicks you out in the middle of an order. I’ve complained several times, but nothing gets fixed by “corporate.” Second, the last THREE orders I’ve made have been messed up, or the quality is poor. I’ve called the store in the past to provide feedback and the “manager” seems to never be there. I placed an order tonight: Large Speciality Pizza, 2 Italian Salads, 2 orders of 15 piece boneless chicken wings. The pizza was burnt … the two salads were messed up (missing the chicken, croutons and olives we ordered) … and the chicken was so rubbery my son couldn’t eat it. I tried a piece and agreed with him - its like it must have been sitting under the warmer for half the day. Like I said, third terrible order in a row. Last weekend we tried unsuccessfully to order six pizzas and other items for an NFL Football Playoff Party we were hosting. App kept crashing. After an hour of trying to place an order on line, I called the store and tried to place an order on the phone. The young lady I talked to was so clueless she couldn’t figure out how to take our large order. She kept putting me on hold to find someone who could help. This went on for 20 minutes. I finally hung up and ordered from Papa Johns. We “used to” really like Marco’s because they have thin, crispy crust we like. Unsure what happened to them, but they have really gone down hill and the owner/management team...

First & LAST time ordering from Marcos. When placing an order on line the delivery time showing was 30 mins after they received the order. We did NOT receive our food until much later than indicated ALMOST an hour. I understand that businesses get busy and the "contactless" delivery service BUT when the person delivered, they had just knocked on the door, and within seconds I was opening the door. The food was on the floor and NO ONE in site to even thank for the delivery. Which is probably a good thing because the food was COLD with no way to heat it, the boxes & wrappings with the food were saturated & falling apart. We are able to eat a few bites but ended up wasting food because it was barely edible. I spoke with a GM at the store explaining the issues we had with 1st the delivery time & especially the condition the food was in when received. She began with "well we got busy", which I do understand. HOWEVER, they had the means to let me know when my order was received, when it was being cooked & that it was on the way. BUT, they have NO way to advise me that there may be a delay due to the uptick of business. Then trying to explain why the food was in the condition it was received? It sounded more like trying to cover for the driver & just plain making up excuses. What I THINK happened was the delivery driver FORGOT they had food to deliver and tried to cover for their incompetence or lack of caring what the food was like when received by the PAYING CUSTOMER{even when ordering on line they were given an ABOVE average tip}. So, because of the above issues, I WILL not order from them again. I will be contacting the corporate office as well. I was unable to include photos due to issues...

This place has been my most nightmarish food delivery experience. I've repeatedly tried to give them another chance. I even tried picking up once and it was no different. But usually I get an apology or something. This place has been void of customer service. I had to call after my order was late, and while I can empathize about not having a delivery driver - it is unacceptable that when my food finally came, their Door Dash person just left it down the street, and outside. It if wasn't for a stranger who was kind and had common sense, to call my number number on the receipt I would have never received, or known. Not sure why the idiotic Door Dasher couldn't do the same The worst part of this experience was receiving the respond from Marcos when I called them again to tell them I finally received the food, but it was late, cold and delivered down the street. The guy replied that because it was Door Dash who deliver today, there is nothing they can do. What a load of crap!! This place absolutely has been a nightmare, and I'm convinced that the owner of the store does not care. There is no way that this could continue otherwise. I'm so sick of their lack of any ability to reflect basic customer care and service. An apology and effort to resolve issues go a long way - but hey, they're just a pizza store right? What an utter disgrace and disappointment. I would be ashamed to tell anyone I worked...