Marco's Pizza — Restaurant in Irmo

At 6:47 pm, I placed an online order with this location, and the confirmation page displayed my estimated delivery was 40-45 minutes. At 6:52 pm, an updated email cited my order was in the oven. At 6:59 pm, an updated email cited my pizza was ready. At 7:29 pm, the status changed that my pizza was on the way, and at 7:45 pm, my pizza was delivered. At 7:52 pm, I called the store and was placed on hold for approximately 3 minutes before speaking with the cashier about my food being delivered cold. She then placed me on hold and got a manager.

Megan takes over the call and I will explained to her that my delivery order was cold and I requested a credit for a future order or a refund given the timing of my family and I eating dinner relatively late (on a school night); we would have to deal with it, but I requested a fair accommodation for the poor quality of their food. Megan patronized me with the “Unfortunately…”. She explained that my order was delivered "as promised" (7:25 pm was the first time she said), then she changed it up and said the driver delivered at 7:35 pm. Megan said, “It was delivered as promised,” and “Unfortunately, there’s not anything I could do about it.” Megan continued to state she was “happy to remake the order.” Still, she would need "at least half of the order returned" to her to remake it. (Note the lateness in the evening mentioned above). I reviewed my video alarm to check the delivery time, and it was stamped for 7:44 pm. I mentioned this to Megan, and she defensively told me about a “margin of error” with the time but restated the delivery was made as promised and “unfortunately,” there was not much she could do aside from remaking the order.

It’s important to note, that I called the store calm and cooperative and only sought a compromise that was fair to me as the customer who was displeased with the service but also cognizant to have two pizzas, cheese bread, and dessert made and delivered back to me would only push my family’s dinner time back. For me, the customer, this was not a convenient option. But at minimum, a credit for a future pizza would have been appreciated. As I was preparing to indicate this inconvenience and that I would not order from this location again, Megan decided to run her gums an extra mile and say, “Had you called in sooner when the driver left, then I may have had a little wiggle room.”

At this point, I’m shocked and disrespected because how dare she blame me for my pizza (that her staff made in a store, not at my home) being cold and unenjoyable!?! I expressed to Megan that I did not call in with a complaint about THEIR quality of food that was not satisfactory for me to be blamed for not “calling in sooner.” This is what’s missing in customer service these days. ZERO ACCOUNTABILITY. I inquired about the store manager’s name and made it clear Shawn could expect to see me in the store tomorrow. I hung up because that was utterly unacceptable from a “manager.” She needs...

**Edit to respond to comment

Yeah, I completed that the next day to corporate. The cheesy bread is just toasted bread that walked past a fridge with cheese in it. The cheesy bread has cheese like a fish has feathers.

You know whose never called me back and told me how to call and report an issue with the order "going forward"?

Dominos pizza hut papa John's stoners pizza Literally any other pizza joint-

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(if anyone wants to use it, up for grabs because it's not worth the 10 bucks to me, perk for reading this mess)

original post below** Low score for service;

Placed online order, no onions or peppers on "the works"

Get "works" with onions and peppers- life happens.

Call the store, inform of issue, they do whatever they need and i carry on.

Driver then calls, and asks what gives, they were just out- so i explain it was a redo, no biggie, take the old one and sorry for the hassle.

The manager then calls and asks why i didn't speak to her. That "i need to speak to a manager going forward"

Pause. Time out. I am not on your payroll. My name isn't on the schedule. And you arent my sugar momma, so you got a sack like Santa calling me and telling me what to do "going forward".

As a manager you should be QAing these orders instead of your driver informing you; and your lack of awareness as to what is occurring in the store , and having the balls to call the customer and tell them they did wrong by not speaking to a manager-

That was the part that ruined my evening and Marcos.

I called the store immediately when i found the issue and returned the pizza. Your problems inside the store are not your customers concerns.

Order Type: Delivery Order Time: 05/12/25 8:25 PM Estimated Time: 05/12/25 9:00 PM Order...

Love Marcos pizza but lately.. .Bad customer service and quality issues regularly. The new system wouldnt honor the white board deal displayed in the store. No leadership available to honor prices advertised in the store. I was told loyalty points were no more😔. I was on my second trip because my first order of 15 wings was buffalo and not bbq like I intended. The new system must default to buffalo flavor??? Either way $18 dollars gone but i counted that as my fault. I tried to call in the order to make things quicker (as I had family traveling through for a short time but needed those wings for a dairy free kid). but sounded like i was hung up on.. drove back and had to wait 25+ mins for a pizza that was not thin crust. Which I mentioned several times during the order. I was also told i could not half the toppings and get the deal (sausage one side chicken the other). Glad I looked in the car before I got home. No apologies and another 20 minutes of waiting yet still, no priority to get me my pizza off the shelf just sitting there. Mind you I have the rest of the order (BBQ wings and puffy half cheesed crazy bread(dough hadn't settled)) in the car getting cold. Instead 2 more customer orders and I have to walk up and ask for my pizza remake after 45+ minutes. $80 in total and over an hr later I was able to get back to my family. They don't have Marcos close and loved the thin crust pizza.(only reason for 2 stars). This is like the 3rd or 4th issue in the last couple months. I tossed 15 wings and crazy bread and the store tossed the first regular crust pizza...what a waste!!!!. I live close but Bellacinos and Papa Gios is killing you guys in organization timing and customer service. I never used to have any problems and I don't like doing bad reviews but I was still feeling disappointed this morning and I needed to share with leadership for improvement purposes. Also I tried to use tell Marcos first and it defaults back to make a new account and place an order so here we...