Marco's Pizza — Restaurant in Durham

I am highly disappointed in my visit yesterday. This location is close to my house and the food is always enjoyable until yesterday. I go home and open my food, as I pick up a piece of chicken it has hair on it. I call up to the store and notify them, a nice young lady picked up the phone and assured me that they can make me a new order. I drive up there and notify the cashier what I was waiting on, if you’ve been inside this location you know that it’s fairly compact. I can hear the cashier telling someone that I’m here for my remake order, the other person was loud and rouse stating “what”, “they’re here”? I was a bit confused on what the issue was but brushed it off. The associate then comes to me and is extremely rude, he does not greet me or apologize for the inconvenience of me having to come back up here. Instead he says “where are the wings”. I reply and tell him that I did not bring them with me, a took a picture and threw them out. He then tells me that he can’t do anything without me bringing the initial wings in. I’ve never heard of something like this, regardless I tell him that the young lady on the phone did not tell me that. While we “talking” he is cutting me off every 5 seconds to the point where I had to say “excuse me, I’m still talking”. He stated that me not bringing in the initial food would be me getting “free food”. I found that comment incredibly condescending. I told him it’s not “free food” if I paid for my order and have to come back because there was hair in it. I work in customer service myself and he was extremely rude, condescending and disrespectful. I asked him for his name and he stated “Carlos”. Moving forward I will no longer come to this location, I’m a paying customer and do not deserve to be spoken to like that from anyone. Very sad and distasteful service. I came back home and did not touch any of the other food I had initially ordered, the visit truly disgusted myself...

I ordered a pizza last week from Marcos for dinner and was very disappointed. I work right across the parking lot and figured i would get the pizza delivered so i could leave work and go straight home. After placing the order online 50 mins go by and i call to see if my pizza was ready and could i just pick it up since the delivery was taking so long. According to the website tracker it was already out for delivery but i knew it was not the case since at this point i was outside of work looking directly at their front door. After speaking with someone they informed me the pizza was coming out the oven and would be here shortly. 15 mins later the delivery guy arrives with a nice COLD pizza. I called to inform them once again the conditions of my pizza and further explain that I work 100 yards away and i could have picked it up when i called after waiting the initial 50 mins. The manager said he would take down my name order number and told me I would be credited another pizza for my troubles. Sunday i decided to give them another try and grab the pizza i was credited. When calling the manager on staff said that he had no records of my credit, in fact he says he has no history of me even ordering. I told him the exact pizza i had ordered and told him i would prove since i held on to my receipt from that night only because my order was messed up. Once arriving, didnt want to wait another hour and 14 minutes for a delivery, my pizza was wrong again. As manager of a neighboring business I will never order from them again and will steer all my clients to Mattie B's when questioning about good pizza and great service...

Email 3:

Hello,

Not only did the store not send our food back out as indicated on my call with the man, we called at 1016p to follow up on the delivery. They answered the phone and said we're closed. We immediately interrupted and said we're calling on our delivery that was reordered at 910pm. They put us on hold and never returned to the phone.

We're left with a small salad. This is unacceptable!

I'd like a refund for my purchase because I paid a difference from the credit provided.

Please advise.

Email 2: Good evening Darin,

I redeemed the $15 credit provided from you due to the previous delivery having not fully cooked chicken given to us as the order despite the online order indicating triple well done.

For this evening's order, I followed your direction & called my order in and spoke with a young lady and stated 3x triple well done. I ordered 2-10 piece wings (hot & plain). She said yes ma'am. Once again both orders aren't triple well done and undercooked.

I called the location immediately. The man said you want a credit?. No I want my corrected order.

Can you please help me understand if this location isn't able to provide customized orders as offered at other locations?

I will also indicate this on my survey.

Please let me know.

Thank,

Email 1:

Thank you Darin. Looking forward to speaking with you.

Darin Tripp wrote: I am on my way back into town tonight and will look up your account. I am extremely sorry that we keep messing up your order. I will get back to you either later tonight or tomorrow morning. Thank you!

DJ T General...