Marco's Pizza — Restaurant in Florida

I’m extremely disappointed with my recent experience at Marco’s Pizza. On Thursday, May 22, I placed an order for two pizzas order #117 • 1 Large All-Meat Pizza • 1 Deluxe Pizza with double green peppers, double mushrooms, extra cheese, extra sauce, and well done.

What I received was completely wrong. The “All-Meat” pizza had no meat at all and instead had the deluxe toppings. The Deluxe pizza was missing all the extra toppings I specifically paid for. I have both the receipt and photos of the pizzas as proof.

When I called the store to resolve the issue, I was put on hold for about 20 minutes while they claimed they needed to “check the cameras” before even talking to me. I patiently waited on speakerphone the entire time, but no one confirmed whether the pizzas were made correctly or not.

Eventually, I spoke with the General Manager, Rae, and asked if I could send photos to a store number or email since she said she doesn’t give out her personal number (which I fully understood). I just wanted to show the proof. After explaining the issue and the inconvenience—especially to my hungry 9-year-old who couldn’t eat the messed-up pizza—Rae told me the entire order would be refunded and not to worry.

I asked for a confirmation or some kind of proof of refund she said there wasn’t anything, and was told it would take up to five days to process. Now, four days later, I’ve checked my credit card and there is no refund at all. I called the store again and spoke to another manager, Giovanni, who told me there is no one else to contact and I would just have to keep trying to catch Rae when she’s available.

This whole experience has been extremely frustrating—not just because of the incorrect order, but the complete lack of professionalism and accountability. First, I was treated as if I was potentially lying, forced to wait while they “checked cameras,” and now I’m being misled about a refund that still hasn’t happened. There is no way to escalate or resolve the matter, and the management seems uninterested in making things right.

Marco’s Pizza lost a loyal customer over this. I strongly suggest others think twice before...

I always come here. Ordered 2 pizza's tonight, I get there and only 1 is made, not cool, but ok the oven is hot, throw one in, I will wait 10 mins more. So next I here the guy 5 mins later, hey I need a margarita pizza, the damn thing isn't even in the oven. The counter person tries to play stupid , so I don't know it's mine that still isn't in oven 5 mins after the problem. So I loose my cool and I told him just refund my money I'm not sitting here all night. So manager comes over and gives me a additude. My order was $37 and he slams the receipts on the counter for $22. I'm like that's not $37. So then he counts out cash for the remaining difference, with a severe additude.. I waited for him and I told him off. I'm a customer and you giving me a additude is really messed up. Never again am I wasting my time and money in this store. I get mistakes happen but the nasty additude is...

This is very mediocre pizza to begin with, but my kids like it and that's why I ordered it. They delivered wrong item, I contacted the store, absolutely no help. Kid on phone said he didn't do it so he didn't know what to do... I honestly was flabbergasted by that answer. I asked them to redeliver the correct item and he said they couldn't do that, I had to come into store to pick up myself, which was not an option (not to mention they charge $5 to deliver). I asked for a refund said they couldn't help on that either because there was no manager on site, I would have to come in the next day to speak to a manager. Just a dreadful experience all around, very poor customer service, will not be ordering from here again,...