Marco's Pizza — Restaurant in Grass Lake Charter Township

Ordered many times before and have not had major issues, but this time put me a bit off on ordering from now on. Ordered a pizza for delivery. I asked for extra sauce on it and a side of sauce that I paid for. Not only did I not receive the side, but the pizza has NO sauce on it. When I called to tell them, I had a rude young girl answer the phone and proceed to tell me she didn't have any order from me (I order off the website often, they have my information). Then when I asked for a manager, she continued to do one word answers insead of having her manager speak to me on the phone herself. When asked why she couldn't take the two minutes to help me, the girl replied she's too busy taking pizzas out of the oven. I understand what it is like to be short staffed in a restaurant being a GM of a restaurant myself, but this was all beyond rude and inconsiderate. Finally after all this the girl repeats from her manager to me that there is a $20 credit for the next time I order. I do agree that is a kind gesture, but the rudeness of this whole situation is absurd as I was no way rude about the issue, but more so wanted to explain and have the issue resolved. Also now I basically have a dry over cooked cracker with toppings for my dinner that I paid almost $40 for. After saying thank you for the credit the girl immediately hung up with a huff. Get it together guys, if you're so short handed you can't even have your manager do their job, you may want to train the other staff members well enough to be kind at the least. Very disappointing.

UPDATE* called back today to once again explain situation in the hopes of speaking to another manager. I did, and she was amazingly helpful and super kind. She was not the GM, but did confirm the GM was the one on the other end of the ridiculous game I played last night. Not sure who the GM is or who was the young girl on the phone the night before, but it is clear that there are some great staff members there and they can do their job, unfortunately the main one cannot. Thanks for your help today manager on shift, keep up...

I went in last night as was greeted with a "welcome to Marco's" yell from someone...and that was the last words spoken to me. I walked to the counter and was met by a blank stare to which I finally blurted out my name. The man rang up the order and then said the second thing...the amount. I gave him my money he handed me my change and I said "thank you" to which he not only did not acknowledge but certainly did not reply. The entire time I was there the rest of the staff were being entertained by Kinsley as she spoke of a customer she had spoken to recently on the phone. He grabbed my pizza placed it on the counter and that was it. I said "thank you" and he said nothing...not a single word, not a glance, not a nod of the head. As I was leaving I turned and said "you know when someone says 'thank you' you might want to reply with 'you're welcome' or at least acknowledge it." I was then told by Kinsley that he was in training. I replied that saying "you're welcome" isn't something one needs to be trained on, unless the person is 4! I was then told that I needed to be "more respectful" of this employee. Are you serious? I am the customer who has just had less than mediocre service and I need to show respect? Needless to say I returned the pizza, at which point Kinsley gave me $2 too much which I had to point out to her, and return her change ("but math is HAAAARRRD!") BTW Kinsley was sure to tell me she is the "general Manager" of this location...really? A G.M. of THIS Marco's?? Wow, talk about a big fish in a little pond. Well, congrats to you Kinsley (sp??) keep up the fine work we here in Grass Lake have come to expect...

Terrible service at the counter! Almost seemed as though the large, dirty man (Brent...? Possibly a supervisor...) had incentive NOT to honor the coupon my wife sent with me. When I mentioned the total didn't seem correct, the large dirty man was rude, saying he already rang it up...

I suggested he re-ring the transaction to honor the coupon. I reminded him that my wife had already explained we were using a coupon when she placed the order over the phone. His attitude got worse as he told me I'd have to wait until he waited on others in line behind me. My pizza was just behind him in the rack so I told him to forget the coupon and hand me my pizza. I haven't been back since.

When visiting with various neighbors since then and the subject of getting food arrises, I explain why I won't go there. I've been surprised by how many have had similar issues. It's just not worth patronizing the place if we have to deal with...