Marco's Pizza — Restaurant in Gilbert

To Whom It May Concern, I am writing, because I had a horrible customer service experience that I do not wish on anyone. I have never been spoken to like this by a restaurant employee ever. Although I do not have the name of the male employee who answered the phone, the entire staff did not answer the phone for nine minutes on Monday, March 25th. I called at 6:31 pm and the phone continuously rang for nine minutes. My husband and I were calling to place a pick up order there.

When the male employee answered the phone, he reprimanded me for two minutes. He answered so aggressively, angrily, hostile, and rude.

He aggressively said, “You have been hanging up and calling back for 15 minutes, and that is agitating to us. We’re trying to make pizzas.”

I said, “Oh no, I was holding for nine minutes. I haven’t hung up or called back.”

He angrily said, “You have. It shows your name.” (Multiple times repeated)

I said, “Maybe your phone line just shows that, but I’ve been holding.”

He doubtlessly and aggressively said, “Well if no one is answering, you need to hang up and order online.”

I said, “I’m in the car driving. I’m driving.”

He was extremely upset with me. I felt threatened and uncomfortable with the way I was spoken to. I was afraid to place the order, so I hung up the phone. I was so shaky after that encounter. He wouldn’t back down and it was no way to deescalate him. I will never go to this location ever again. No customer deserves this negative verbal abuse.

The location this happened at was: 709 W Ray Rd Unit C-1 Gilbert, AZ 85233

That same night my husband and I called in an order and picked up a pizza and a salad at a different location and received great customer service. 446 N Higley Rd Ste...

Monday night, what appeared to be plenty of workers and a trainee but they unfortunately they weren't watching the trainee close enough. Our order was basically done and then they noticed 1 of the pizzas was not made correctly so they had to remake it. Wouldn't be a big deal but one pizza and cheesy bread was already done and cooled down while it took another 10 minutes for the remake. I would rather they had just refunded the missing topping and taken the nice hot fresh full order instead of 2 luke warm items and 1 fresh. Also, they should have had a dedicated person watching/training and ensuring accuracy because in the 25 minutes we waited there the trainee made several mistakes that should have been caught with proper training/oversight from their trainer. The pizza that sat was not good by the time we got home and had to be put in the microwave to heat up. Family only ate a third of it and threw the rest out but the fresh pizza was completely consumed. The first 5 times have been top notch but this time was a severe...

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