Marco's Pizza — Restaurant in Duluth

TERRIBLE STAFF. We spent over an hour at that store and ultimately left without our food. Apparently calling in an order means nothing when a rush comes in 25min AFTER said order was placed. First they mess up our order. Don't tell us they messed it up and started over even though we had been sitting there for the last 30min. Then when my husband gets up to ask for an update he is told that the order would be ready in 2min but we can get a refund and leave if we want..... Wait what? We just spent the last 45 minutes here... Why would we leave with 2min to go? I ask why they didn't tell us they messed up and had to start over. Some kid claiming to be the manager says he offered a discount on a future order or offered to cancel the order. Again what? Then he says he is just doing his job and didn't know the order had been messed up... A manager right? Then says that we aren't having a conversation that im "just talking at him" what? Being extremely frustrated i say that i will be more than happy to leave once our full order is given to us to which he has no response. I leave my husband to bring our food. A minute later my husband comes out without our full order. Apparently the "manager" waited for me to leave to tell my husband that an hour after our order was placed he just realized that not all of it had even been started. My husband being the nice guy his is took the refund and left... This place is ridiculous...

Literally, every time I order delivery, it takes much longer than it should. This time took the icing on the cake, however.

I ordered my pizza at 7:34. I was told it would be delivered in 30 to 35 minutes. After an hour of waiting, I called. The first employee I spoke with told me my pizza was "on the oven," and felt the need to incorrectly emphasize that I had ordered "45 minutes ago" as opposed to the actual hour that had passed by. I asked nicely if he could give me an estimate of how much longer it would be. He responded, "an hour and 20 minutes." After recomposing myself, I asked if it would be an hour and 20 minutes more or an an hour and 20 minutes TOTAL. He then says, "you can speak to my manager."

After another 5 minute wait, the manager gets on and says, about his OWN employee, "yea, he doesn't know what he's talkin" about." It's been over an hour now...manager claimed 7 minutes til pizza should arrive - so we shall see.

What bothered me enough to leave this review is a) the clear lack of proper training of employees; b) the equally obvious lack of communication between employees; and c) the ease with which the manager disrespected his employee in such a crass way. A simple "he was misinformed" would have sufficed. The "he just didn't know the right thing to say" throwing under the bus was totally uncalled for. Do better, Marco's...

On March 8, 2019 we experienced the worst customer service and directly from the GM, Eddie. We weren't told the right specials when we asked. And received nothing but attitude from their order taker as well as their GM Eddie who witnessed what happened and did nothing to accommodate us. We always ordered from this location, have dined-in, and never had issues with their food or service until now. The staff is too young, are poorly trained and don't give good customer service. We spoke to their DM Don Helton, who seemed slightly apologetic but defended his GM more, over caring about his customers and giving customer service for his store. He even told us that his GM, Eddie handles 2 of his locations and we we're shocked at knowing that his GM, treated us the way he did. The only person who empathized with us and gave us the information we needed to further our complaint was their co-manager JoMary. She was personable and professional. The GM, Eddie just gave us his DM's info and walked away. He cared nothing about accommodating us on the bad experience or to take accountability on behalf of his staff.

Moving forward we will not be giving this location business any longer. Or advise people to spend their money with this location. If you care about good food and good service this Marco's location isn't the place to...