Marco's Pizza — Restaurant in Georgia

The only reason you get one star is because it won't let me put the big 0 on here you deserve. Bad Attitude and Poor Customer Service starts at the top with the head, leadership. I placed an order online tonight. Something was wrong with the system where it showed red onions on my pizza, which I did not order. So I went back to recheck before submitting. Red onions was not checked and everything else was correct. I paid as usual and submitted my order. After submitting, the end order showed RED Onions, which I did not select. I called to make sure the order would be correct. After 10+ rings I get the fax machine sound. I checked and the number I dialed was correct, so I called back again. After several rings a female picked up and said, please hold. After 5 mins and 16 sec of holding someone hung up. I called back and the female answered again and said please hold, I said I already did and someone hung up. She put me on hold anyway. I went to pick it up myself to make sure it was correct. I walk-in, no one acknowledged me or other customers entering. There were other customers inside. Ok, they can't multi-task or just don't know good customer acknowledgement so I over look that. Then I get to the counter the girl said nothing just walked away to do something in the kitchen with out glove mind you. No one says anything. I see a guy in a red shirt nearby and assume he's the manager. He says nothing. He finally walked over to look at the orders ready to go with his back turned to me, so I ask if my order is ready that I placed online. He ask my last name, and put the pizza on the counter and walks away. I open it and look. Yes, Onions. I tell him there's some wrong with the system and it added onions even though it wasn't checked. He say, you'll have to give me a minute and I'll see what I can do. I told him I just wanted a refund. No apology, no concerned look on his face, just sourness. He went and assisted someone at the drive through. He tells me he'll just void the order since I paid by card. I said I need a receipt. He finally gets me the receipt and never apologized, did not say thank you and still had the same sour look as when I first saw him. I told him how I called, was left on hold and disconnected, then called back and thrown back on hold. Still, no apology I looked at his shirt to ensure I included his name, Matthew, in my review. I wouldn't be ordering here again. Bad, Disrespectful Customer Service does not go with my food. If you want me to give you another chance, Train your Management and Staff how to acknowledge customers by phone and as they walk in. Walgreen's is across the street. Take a visit there and see how they and many other retail services acknowledge there customers. I've worked in customer service for many years and could never get a way with this type of poor customer acknowledgement. Rude. I'm available to train your staff in good...

I placed a order for two medium one topping pizzas at approximately 10pm on a Saturday night noting the Brown Bridge Marco’s closes at 11pm. I received pickup ready in the online order tracker approximately 20 minutes later and parked at the drive through window to receive my order. The young man who accepted my cash and gave me my pizzas was courteous enough. Despite this, I opened the box to review my order before pulling off. Both pizzas, the regular cheese with bacon and the regular cheese with pepperoni each requested well done with garlic Parmesan crust were visibly burnt, absent of crust toppings and contained 3-4 slices from each that were missing both cheese and toppings. I gave the pizzas back and asked him “would you want to eat this?” He apologized profusely and offered to substitute them. “Can I please just have my money back” I asked. He replied that his manager would be coming to talk to me. The manager offered an apology and explained the staff was already remaking my pizzas. I explained to her I’d prefer a refund which she refused to provide claiming she was not authorized to return cash. After being assured I’d have freshly made pizzas I half heartedly parked in the shopping center lot and waited. After approximately 30 minutes and 5 minutes past their closing time I drove to the pickup window and asked was my order ready. A staff member said they weren’t out of the oven yet but I could wait there. Shortly after, a different young man begin apologizing for my being inconvenienced while passing two medium pizzas out the drive through window. Once again I opened the boxes to find the same burnt undressed pizzas I’d previously refused. I asked “would you want to eat this pizza if your mom brought it home” while passing it back to him. He just stood, mouth gaped, as though he were confused as to what the issue was finally deciding to ask his manager how to proceed. Within a couple of seconds he reappeared saying, “she says the only think she can offer you is some cheese to put on top. “That’ll be fine “ I responded only wanting to get the transaction over with. I’ve gotten subpar food from this restaurant before but these pizzas were beyond repair and clearly not worthy of my $15. After sprinkling on the tablespoon of cheese they provided and at least 1/2 cup from my fridge and reheating on a pizza stone the were still hardly edible. I threw the remaining 6 slices in the trash. Never again!!! My advice don’t bother to bring your money here unless you want to exchange it...

I placed my order over the phone at 7:20pm. I ordered a large pizza, half cheese/half pepperoni. I was quoted 15 minutes for my order to be ready.

I arrived at 7:45pm, pulled up to the drive through window. A male delivery driver greeted me, had me pay for my order and then couldn't find it anywhere. He told me they hadn't made my pizza yet but to give them 5 minutes and it would be ready. He told me if another customer pulled up behind me to circle around do the other customers could get their orders.

5 minutes later he tells me it isn't done yet butvwill be ready shortly. He left at that point to go deliver an order.

Over 5 minutes later a girl asked me for my name and then told me it wasn't ready yet. I explained that at this point it had been almost 40 minutes since I placed my order and this was ridiculous. She told me to hold on and got another girl to come over. I repeat that I'm still waiting after placing my order nearly 40 minutes earlier. She told me they "had a rush" and "that happens sometimes". I explained that a single pizza shouldn't take 40 minutes to make no matter how busy you are by that if they quoted 15 minutes that they should be able to honor that time. She turned around, got my pizza and handed it to me. I asked who the owner if the store was and she said "Mike", I asked for a business card or a way to contact him and she said they weren't allowed to have that info. I asked for a store manager then and she told me the manager in duty was Kennedy. I asked to speak to her.

Kennedy approached, not saying a word as she stood at the window. I explained the situation and told her that not only was the long wait unacceptable that I was very disappointed that not once had anyone even apologized to me for the long wait. At this point it was over 45 minutes since I ordered my pizza. She told me it had been busy and I should have asked for a manager earlier. I explained that I shouldn't have to ask for a manager, a good manager knows what's happening around them. I asked for contact info for the owner, Mike. She told me I could call the "real owner" Sam tomorrow between 10:00-3:00 atvtge store.

I explained that as the fourth person I had spoken to about this terrible experience that even she had yet to apologize or offer any kind of decency or understanding. She blankly stared at me. I told her I would be sure to explain to Mike/Sam that every person I spoke to there was unprofessional and rude and that the service was terrible. She told me to have a good night and shut the...