Marco's Pizza — Restaurant in Garfield Heights

First time ordering from this Marco’s tonight. Firstly, the order took over an hour for one pizza and two sandwiches. When my husband called to check the status of the order he was hung up on. When our food finally got to us one of the sandwiches was burnt, had incorrect toppings on it, and was missing the toppings we asked to be on it- we ordered a steak sandwich with only the meat and marinara sauce, not that hard. When it got here it has mayo, cheese, and mushrooms on it and the roll was burnt. My father doesn’t eat cheese (or burnt bread) so the sandwich was thrown out. When my husband called the store again to tell them there was a problem he asked to speak to a manager. When he made her aware of the situation her response was “I didn’t make the order so its not my problem” and “please don’t take your anger out on me.” You are the manager. When there is a problem you are the point of contact to make the situation better. At no point did she ever apologize or even pretend to sound like she cared. Since we ordered through Doordash she said it was their fault. I’m not sure how burning bread and not checking the accuracy of your food is somehow a third-parties problem, but okay. If this is how the company chooses to represent themselves then I do not see them lasting long. Take pride in your food and at the very least be personable and act like you care. I did fill our the survey that is on the receipt so hopefully someone in the company can try to make this...

Customer service I’ve had here has been the same as the rest of the reviews, bad. Both the manager and Gm James do not know how to deal with issues. I’ve gotten an incorrect pizza from here twice but the first time I didn’t bother to say anything. The second time however it was completely wrong so the driver had to go back and bring me a corrected one. My total came to about $17. Once they gave me the fixed pizza the delivery driver told me the manager would be contacting me with a credit. This was Sunday 1/27. Today on 2/6, I called to say that I never gt a call or credit and they told me they used it on the corrected pizza. Basically he said he wasn’t giving me free food twice. I told him I never received free food, I had an incorrect order of $17 that had to be fixed. That’s not free food. I paid for the order to be right. They said it’s either or but when you think about it that’s not a credit and it doesn’t fix anything. My option is to keep the wrong food and receive a $10 credit or get the pizza fixed. He made it seem as if I gt a deal out of the whole thing. Like yea getting the wrong pizza that I can’t eat and then the corrected pizza that I wanted after 2 attempts and 2 hours is definitely a...

This is one of the worst experiences I have ever had with a store. I placed an order for pizza and two drinks at 21:19, and it was supposed to be ready by 21:49. However, by 22:25, I still hadn’t received my order, so I called the store to find out what happened.

When a team member answered, he located my order and informed me that it was ready. He then got the manager involved to figure out why it hadn’t been delivered. The manager asked for my order number, which I had not provided. When I suggested he look it up by my name, he told my I was disrespectful.

At that point, I requested to cancel the order and asked for a refund to my credit card since I did not want store credit. He told me I "should get a refund within two days." I will be monitoring for that refund and will consider requesting a chargeback if it doesn't appear. Meanwhile, I went elsewhere for dinner.

Then, at 00:15, the pizza finally arrived at my door—over three hours late! This is...