Marco's Pizza — Restaurant in Georgia

Four of my friends were all hanging out and enjoying a girls night and decided to order 2 medium pizzas from the Briarcliff Marcos Pizza location.We waited for some time and we all started to kind of wonder why we hadn't gotten our pizza yet. Once we looked at the tracker on the website it showed "In Prep". We thought to ourselves, how is the pizza still being prepped after 1.5 hours from the time we ordered. So we all suggested that we call for a follow up. When we called to find out why it was taking so long and why was it still in prep, the guy said "I know for sure your pizza is on the way and not being prepped". We then asked for a time frame and he said about 30 minutes and that we were given on the website 90 minutes for pizza to be on the way. Around 35 minutes later we called back to get wondering why we still hadn't gotten it. We were given the run around and they really did not want to just own up to the fact that it was late and had taken extremely too long. We then asked if we could get a refund; considering 2 medium 2 topping pizzas take over almost 2 hours. He then says well it looks like we are only 2 minutes late, why do you feel this is so bad for a refund. We mentioned that the customer service was bad and no one owned up to anything and we were hungry and had been waiting. We had to explain over and over why we felt a refund was necessary because he kept asking us why. He then says let me call the driver because she is only 1 minute away now. He calls her and she says she is at the call box to call to get into the building. We then buzz her up. As she is on her way up, the "Regional Manager" (really only titled General Manager) Raul (if that is his name), calls the driver back and tells her to take the pizzas back to Marcos since we want our refund. We were all like, "Whhaaatt?". He then says, now that you want your refund we are sendnig back the pizzas. After almost 2 hours of waiting and still hungry (with 2 children in the house a well waiting to eat) he send the pizzas back. We asked him why he would do that and says it is because we wanted a refund. At that point we wanted to be sure we would get the refund so started to ask for more info on how to obtain a receipt for refund and why would he not allow us to still have our pizzas but then still offer some type of coupon, refund, anything. At this time it is 10:45pm after placing the order at the original time of 8:43pm ish). Again, we were asking for an explanation about this all and HE HANGS UP THE PHONE on us. Seriously hung up the phone. The face on us all was pure shock. So to ensure that a refund was given, my friends and I go to the Briarcliff location. TO BE...

CONTINUED...Once we arrive we asked to speak to the gentleman that rudely hung up on us. He was there with his zipper not zipped, pants a little low, with very little to no professionalism to him at all. He was there and he admitted that he purposefully hung because he felt we were rude and goes as far as to ask my friend if she was drunk due to her questioning the situation of him hanging up on her. We were all indeed NOT drunk, but very HANGRY at this point. She walks away and my friend told him that it is very immature and unprofessional to hang up on someone and leave them questioning whether they received a refund or not which is their order or money if not receiving order. We ask for a refund and the GM/"RM" refuses to provide a receipt until we insisted. He then finally provided a receipt with the voided order ensuring us there would be no charge. As he worked for about 15 minutes on proving the receipt, he was very argumentative and wanting so hard to prove why he felt it was okay to hang up on us. I woke up this morning to the charge no longer pending on my account so I assume it will be refunded. However, we are more concerned about the demeanor of the General Manager who likes to make himself seem bigger and more professional by lying and saying he is the Regional Manager which is clearly a completely different titles and ranking title. He was not at all a customer service advocate for Marco's Pizza and is a poor representation of a family fun restaurant. We will not at all come to this location again and the owner definitely needs to have an Performance Improvement plan with Raul (if that is his name) or just replace him with someone more polished and customer service driven. We recommend going to a completely different Marco's as we know it's not the business itself but the person who was obviously not trained properly or maybe he just doesn't care anymore. Raul (if that is his name) is a Black/American Male, with a short beard and mustache, at the height of about...

Some friends and I ordered 2 medium pizzas from the Briarcliff Marcos Pizza location. Once we realized it had been 1.5 hours from the time we ordered one of my friends called the location to get an eta. She was informed that the pizza would be there in 30 minutes. Around 35 minutes the same friend calls back to get an eta but was given the run around. She asked if she could receive a refund considering 2 medium 2 topping pizzas take over an hour and one half. The delivery driver finally shows up after waiting over 1.5 hours and calls another friend's phone and we buzz her in to give her directions. In the meantime the general manager tells the delivery driver to leave before reaching our door after waiting almost 2 hours for 2 medium sized pizzas. When asked about the decision to turn away the delivery driver the general manager hangs up purposefully. At this time it is 10:45 so to ensure that a refund is given, my friend and I go to the Briarcliff location. Once we arrive we asked to speak to the gentleman that ever so rudely hung up on my friend. He was sitting at the front counter admitting that he purposefully hung and goes as far as to ask my friend if she was drunk due to questioning the situation of him hanging up on her. She walks away and I protest that it is immature and unprofessional to hang up on someone and leave them in limbo on the status of their order or money if not receiving said order. We ask for a refund and the GM refuses to provide a receipt until I insisted. He provided us with a receipt with the voided meal. So, I'm hoping that the money will be returned in a timely manner. However, the issue is not about money but rather the lack of professionalism and customer service provided at this location. I hope whoever is in charge of this staff takes a once over and makes the proper decisions on what type of impact they want their...