Marco's Pizza — Restaurant in Hiram

Our service at this location was poor from the moment we entered the facility. When explaining our order to the cashier she automatically assumed she knew what we were requesting and cut us short when speaking. We sat and waited on the pizza's in the facility, our pizza's had been placed on the rack for pick up but no one ever came back to the front counter to give them to us until we approached the counter and asked after waiting 30 minutes. We arrived home with our pizza's only to realize they were made incorrectly. I called the facility to make them aware that my order was incorrect and I was asked to bring the pizza back in order for my issue to be addressed, which I have never heard of before. When I arrived at the facility they took the pizza back and kept it which I found to be complete odd! As I explained my issues to the cashier the manager stood aside and listened never once acknowledging the situation or making his title known. I asked the cashier if there was any sort of compensation for our inconvenience and this was when the manager finally made his presence known. He he reluctantly offered a $15 discount on our next order. Once our pizza had been remade it was still incorrect and had to be taken back again. At this point I asked the cashier for the number to corporate office and I was told "we do not have a corporate office" astound I asked "you all do not have a corporate office" the cashier went on to say "we do not have corporate office or a number to a corporate office." Puzzled I asked one additional question "what do you all do with the pizza that you took back from me?" The employee hesitated and said "ummm we throw them away," however I asked this question because I saw an open pizza box that was being eaten out of on the back counter, so I was curious to know if the pizza that we had taken home and returned would be eaten by the employee's. During the wait for my corrected pizza I overheard the staff discussing several other orders that had been made incorrectly and had to be redelivered. Needless to say this was a horrible experience that will most likely send my business to the new Papa John's just a few minutes down the street. I felt this entire situation was handled very poorly and unprofessional, which shouldn't surprise me being that there was no OBVIOUS...

Placed an order around 8pm on a Thursday night. Promised delivery time was 9:10pm. No problem. Medium Pizza, ten piece wings, salad. 9:10 came and went. Called to inquire about the status of my order at 9:20 and was told "it's on the way". 9:30....still no order. Called again and was told the same "it's on the way" however the young lady had a nice little attitude. 9:40 still no order. Called back and was meet with a whole lot of attitude and was told " it's on the way, what do you want me to do about it?" Asked if she could call the driver and she said "No". I asked how, when I live 5 minutes away it takes 40 minutes to get here. She just replied "it's on the way". 9:47 our order shows up. The delivery driver has an attitude of his own and just hands me my order without saying anything. An apology or an explanation would have been nice but I guess management trains their employees to not do that. He left with no tip. Got my order to the kitchen.....somehow a 10 piece wings became a 6 piece wings. Called back again and demanded to speak to a manager. Wouldn't ya know it but they just left for the evening. Of course Mrs. Customer NoService says that she will credit my account and that's all she can do. We have been ordering from this location since it opened and have always had a great experience. Food was good, order accurate, and generally before the promised time. If not very shortly thereafter. However, I would think that after the complaints and problems I was having that particular evening would have been turned over to management for at least a follow up phone call or email to at least let us know that they are aware of what happened and try to somewhat make it right. I have yet to receive either. The management team and the employees need to remember one thing.......We are profit and they are overhead. I would suggest finding your pizza somewhere else. Almost forgot....I did actually get an email to fill out a survey regarding this restaurant. And in it it asked if I would like some one to "reach out to me?" I checked yes and included both my phone number and email address. Two weeks have gone...

Just when I thought I had seen it all. I placed a pick up order over the phone for 3 calzones and 3 soft drinks. I paid for my order with my debit card. I was told that my order would be ready in 15-20 minutes. I confirmed the location and left my home to pick up my order. When I arrived at the store, the store was CLOSED!!! So, now I’m standing out front dumbfounded as employees are leaving. So I get out of my car, and was totally ignored. So as I am getting back into my car, an employee met me at my car and said “sorry, we’re closed” I’m like how are you closed when I just placed and order and also PAID for my order in advance? The young man said because of COVID-19, their hours had changed. I’m still not getting it, when according to the website they close at 11pm, it’s 10:15pm??? And beyond that, what about you running my debit card for the payment? So then he says, “we voided you’re order, so the money will be returned to your card.” What this employee didn’t know was, that was the last of the money that I had available and not to mention the hungry kids I have at home, who are waiting for food that I wasn’t able to bring home nor could I replace it because I don’t get paid until tomorrow. 😡😡 Me being refunded in a day or two is unacceptable. Why didn’t someone call me and told me this before I left my home and if someone would have told me about the change in hours before I placed my order, I could have went somewhere else. I WILL DEFINITELY MAKE A COMPLAINT TO CORPORATE OFFICE ABOUT THIS LOCATION. Also, if I would have read all these negative reviews before, I probably wouldn’t have ordered. About a month ago, I ordered 10 Large Pizzas for an event I had. This total lack of professionalism has truly lost you good customer. And I will be telling all of my family and friends WHAT HAPPENED TONIGHT, AND WHY NOT TO SHOP HERE!!! I STILL CAN’T BELIEVE IT...as I had to feed the kids peanut butter and jelly for dinner. YOU GUYS SHOULD BE ASHAMED!!! POOR...