Marco's Pizza — Restaurant in Chattanooga

No customer loyalty. I was told by the owner he did not care if I ever come back or not after a disastrous experience. I prepaid and placed a deferred delivery order for 6pm at 11:45am to avoid the heavy wait time of Friday evenings. At 6:21pm, I called the store when my pizza hadn’t arrived yet to make sure they hadn’t overlooked it. I was told it would be out for delivery within the next 10 minutes. At 7:07pm, I called the store a second time to check up, and I was told the delivery driver was out with my order now, and I should get it within the next 10 minutes. At 7:40pm, my order finally arrived, except they only had one of my two pizzas. The delivery driver told me they must have forgotten to put the other pizza in his delivery bag, and he would have to go back to the store to get it. I called the store irate after waiting for almost 2 hours, and I briefly spoke to the owner. The conversation started polite enough as one could in that situation. He explained that they were short 3 drivers and overwhelmed at the moment. He could see from my account history that we order very regularly from his location (typically 3-4 time a month). I told him after waiting for over 2 hours at this point, AND botching the order that was finally delivered, that I wanted my pizzas made fresh for that night, and to be compensated for my next order to make up for the absolute fiasco we went through. The owner acted as if I was being completely unreasonable, and that my request was not possible. He could either give me my pizza free for the night, or just given store credit for the future. After a brief back and forth, I lost my composure and said “You’re the f*^%ing owner and can’t do more to make this right?” At this point, the owner also lost his composure, went on a tirade about how much he hates profanity, and that he didn’t care if I ordered from his location again.

This is an extremely unfortunate ending in my opinion. I was upset, the owner was upset, he lost a loyal customer, and my girlfriend and I shared one ice cold medium pizza. As someone who has spent over $1000 in 2021 at Marco’s East Brainerd, I didn’t feel like asking to be compensated roughly $80 (2 orders) for this night was asking too much. The owner felt like since he’s 3 drivers short they should get an automatic pass for dropping the ball.

They have good pizza but absolutely horrible customer service. Unfortunately, I will never order from Marco’s East...

The staff I spoke on the phone with was incredibly rude. They cancelled my pizza order after 45 minutes and it being pushed back 20 minutes. I called Uber Eats which I have to order through due to them not delivering as far out where I live. Uber Eats reported that Marco’s cancelled the order and said the location closed early. I called Marco’s. They were open. I told them what my call was regarding. The older man on the phone said that my pizza was picked up, and that it will be delivered. I tried to communicate that there was an issue. His response was “I don’t care. Uber Eats doesn’t pay my bills. It’s no skin off my back.” I replied that I do care though because I’m trying to feed my children. (My wife worked late and I have been building a fence in my back yard.) He stated that it wasn’t his problem that my children were hungry. I, realizing that this conversation wasn’t going to go further than a man acting like a child that obviously doesn’t care about customers or their families, ended the phone call. I called Uber Eats back and reported that he stated they cancelled the order. They checked the order and actually confirmed that Marco’s cancelled it. They took all information, and a recording of my call and said that the status of their account was going to be under review after the way I was treated. As someone who works hard for the community and tries to support local owned businesses, I was pretty shocked and disgusted at the way I was treated and how I was lied to multiple times. 11 years working in food service in my previous years and I have never seen someone act like this. Had he just admitted a mistake, it would have been settled. But he decided being dishonest and disrespectful was the path to be taken. An incredibly poor situation that I won’t...

On 7-20-2020 we ordered a few pizza's from this location, when we got them the boxes were soaked in grease on the bottom and it had leaked out and covered a portion of the top of the boxes as well. I immediately called the store to inform them and all I was getting were excuses that the pepperoni magnifico makes a LITTLE more grease but I tried to tell them it looked like the boxes had sit in grease and soaked it up as well as the bottom of the pizzas and told them I wanted them remade that I was not going to eat something like that. The night shift manager told me rudely WE'RE NOT GOING TO DO THAT, his name is DARRELL HARRIS. I insisted on them to be remade so he said let him call his manager who's name is BARRY WALKER and I was then informed to call the next day to get it corrected so I told them I was on my way to get a refund. When I got to the store no manager in sight but they had to call him so he could be on the phone. I asked the employees if they'd eat a grease soaked pizza like that and of course with him being on the phone 2 of them said yes and the 3rd said he didn't eat pizza but after me touching all over the pizza to be able to take pictures the one that didn't eat pizza took it out and put in his car after the refund was issued, watch out for the COVID. Never again will I go to this place, rude inconsiderate managers. Told them all of this could have been avoided if they would have just remade the pizzas but I'm glad they didn't cause I'm sure it would've turned out the same.....

In response to the owners automatic reply, I do not want to go to a customer feed back page to give the same information as I did here. Your managers are unprofessional and inconsiderate if they want customers to call the NEXT day to have an...