Marco's Pizza — Restaurant in Georgia

Absolutely horrific establishment. My wife and I placed a pickup order from here on 4/10/2020. We picked the order up and realized when we arrived back home that they had given us someone else’s order. We called in, told the manager about the mistake and were told that our names would be in their system for a free replacement at our next visit, but to keep our receipt just to verify. Due to COVID, we stopped eating out for several months so we weren’t able to replace the order until now.

Skip forward to today, 9/2/2020, we call in to ask for the order to be replaced. We give them all the information from our receipt, but we were told by Dominic, a shift manager who claims to be the “store manager” that he will not honor the replacement. He stated, “replacement orders HAVE to be corrected the next day or they won’t be honored.” I attempt to explain to him that that policy is fine, however we were not told that when we called in, otherwise we would have just replaced it that next day. Dominic replies, “sorry to burst your bubble, but I’m not honoring it.” And proceeds to hang up on me. I attempt to call back a few more times only to be placed on hold for over 30 minutes.

Realizing he wasn’t going to pick up, my wife and go up to the store to try and speak to a store manager. My wife decides to video the entire encounter for our own benefit/protection against whatever he may try to claim. I get to the window and ask to speak to Dominic, the man at the window addresses himself as Dominic. I ask him why he hung up on me, he replies, “I’m just telling you, I’m not honoring it.” I say that’s fine, but why the disrespect and hang up on me? He states, “I already told you I’m not honoring it.” I ask to speak to a store manager, Dominic replies, “I am the store manager.” Knowing he is not the store manager, and a gentleman by the name of Watson is, I ask again to speak to the store manager. Dominic continues to say, “ I am the store manager so there’s no one else to speak to.”

After getting all of this on video, and seeing that he will not stop lying, we leave.

This is the most horrific experience I have ever had with anyone in the food industry. I would have gladly accepted that their policy had changed and they couldn’t honor their original mistake and replace my order. What I can not accept is the complete disrespect, attitude, and lies from Dominic, the...

Fifth order. Over-promises, under-delivers The pizza is good. The order accuracy needs improvement. The service desperately needs leadership. The streamlined process.....is non-existant.

I know, I know,...pizza places are usually staffed by teens/twenties, and all the kids are nice. BUT they are frustrated, because they are overwhelmed by the FREAKING HORRIBLE app/ordering system, and lack an experienced leader that can deal with the MANY problems that arise. In short. I order 2 pizzas,carryout, Friday @6:55 pm, the app said the order would be done at 7:06pm. I didn't actually believe it....but then the APP ORDER TRACKING said the order was "ready for pickup" at 7:06pm. Sweet (so I thought)... I went to the store....and the lobby had about 10 people in it that obviously had been waiting.... Oh yay! Finally at 7:48pm I get 2 pizzas. The 2-topping has 1 topping, both were short the garlic sauce cups (noticed that when I got home) and crust toppers. The girl, (first day working there) says they can remake it.....LOL, like hell I'd wait around for another pizza to be made!!! Whoever the owner/General/District manager is dropping the ball. The online- ordering system, (which they have to shut down because of order overload) is a total joke for 2022. This location struggles to fulfill the orders and it's the FAULT OF UPPER MANAGEMENT. The app over promises what the store can actually deliver, and that is a cardinal sin of customer service. P.S. there is a Domino's just...

We visited on a Friday night about 8pm for dine in service. Walked in...we were not greeted, we were not seated, we were sitting at a table and we're not acknowledged for 15 minutes as staff walked about the restaurant. We waived to try to get someone over to our table and one team member sarcastically waived back but never approached our table. I then became frustrated and walked up to the front counter to I guess place my order. No one "asked" me if they could help me. I told an associate standing behind a cash register what I wanted and he said okay I'll bring it to your table. It was about a 25 minute wait and we were the only customers in the restaurant. Seems the staff was too busy servicing drive thru and delivery orders. We witnessed some team members standing around not doing anything, other team members goofing off, yelling out loud, laughing and giggling, and the back kitchen had horrible RAP music playing too loud, very unpleasant to be able to still hear that clear across the dining room. They bring our food to the table forgot our cups and missed two toppings supposed to be on our pizza. They gave me the wrong dipping sauce for my wings and never apologized for us having to wait longer to remake my pizza. Bad experience for a guest who lives right across the street in a golf and country club style resort...