Marco's — Restaurant in Jacksonville

Extremely, very BAD Customer Service! This place does not know the meaning of what customer service means.

Ordered a XL chicken fresco, L delux, and antipasto salad as carry out on 2/4/19. When my son returned from picking up the food, my antipasto salad was missing. So I called the restaurant and spoke to shift-lead, Cody, requested my salad taken off my card. Cody told me that he couldn't do that. He explained that their system won't allow him to refund the salad back to my card. Then he said to send my son back to pick it up. (It takes 30 min round trip). I told Cody I was not doing that, especially when the food handler forgot to place the salad with our order. I told him to have his deliverer bring the salad. Cody said 'our drivers make LESS THAN MINIMUM WAGE , so I will have to charge you for delivery service.' I replied, that was unfair, and that it wasn't my fault that the employee made the mistake. I suggested, he takes responsibility as a manager and bring the salad. He said, managers cannot leave the premises. I N that case, told him I will contact the corporate office to rectify the problem so that next customer who have similar issue will not have to go through what I had. He told me that's my choice. Since we weren't getting any where, he Told me he can void the transaction, but I had to bring the pizzas back, which to that I said, "It would be my pleasure!"

Upon returning the pizzas and getting my card voided, I asked Cody, "If you can void my card, then why can't you void the card and then ring me up for the two pizzas?" To this, Cody had nothing to say. Instead, Jaylen (cashier) said, "We don't talk to Cody like that. We can't do that; we won't do that!" No apologies; nothing. After this, I went to Whataburger and got some patty melts for the family. I told the Whataburger employee what just happened at Marco's Pizza, she reassured me that I will get the best customer service; she kept her words and gave fantastic customer service?

Apparently, Marco's pizzas do not believe nor practice...

** UPDATE- After writing this post I was contacted immediately by corporate who apologized and honored the original credit that was promised. We ordered pizza and wings a week later and the service was top notch and the pizza and wings were delicious. Thank you Marcos for the outstanding customer service and winning our business back!

We often order take out pizza as it’s right down the street and easy/yummy meal for the grandparents when hosting family over and out by the pool. We recently had 3 terrible gluten free pizzas that were burnt, no cheese and basically not edible when we brought home. We called to share this with the manager that day (gentlemen whose name we didn’t get) who was apologetic and shared they were understaffed that day- as a service recovery he was going to extend a credit for 3 pizzas. We recently called to redeem the credits on Father’s Day and were told we only had 50 points but you needed 100 to use points as a general rule and she would grant us 50 more but they wouldn’t go into affect until the next day (100 points still wouldn’t be sufficient to make up for the 3 replacements pizzas we were promised). After back and forth with the manager that day she acted like we were a burden and inconvenience to her day. She said that’s all she could do based on corporate rules which left us in a scramble on Father’s Day to figure out a new meal for the group. I’m very disappointed in the customer service given we order from Marco’s at least once a month for our family off 7. We shared with the manager we will never been ordering again and will share our experience with all our neighbors in the area and she did nothing to try to recover us as loyal customers. As someone who is personally works in hospitality industry and my husband who has owned many restaurants this is absolutely embarrassing customer service and felt the need to share it which is something I typically never take...

Hello, good evening, I would like to leave my experience in my first time with my family at Marcos Pizza! We ordered three pizzas to eat at the restaurant and when the girl asks what we are going to have, we look at the refrigerator outside and decide to order a large Pepsi since there are 7 of us, the girl kindly took our order. We wait sitting at the table, then they call us and he gives me the 3 boxes of pizza and the large Pepsi and nothing else! She didn't give us disposable plates, she didn't give us napkins and she didn't give us glasses to drink our drinks. We found it strange since it is not normal that they do not offer you these basic things in a restaurant, we got up to ask them for plates and napkins because we were inside the restaurant, it is more than obvious that we are going to eat here, when we asked for glasses they told us that they did not have them. glasses, I told him how am I supposed to drink the drink? She told me I'm sorry, the company doesn't give us glasses. She turned around and left me talking to myself. I want to clarify that they sell small and large soft drinks, I bought the large one! So for that reason I didn't have a disposable cup to drink my drink, I had to go look for plastic bottles in my car outside, cut them in half to be able to drink the drink. I would like to ask customers who eat inside the restaurant and who buy large drinks like I did, to please explain clearly that they will not be given glasses and they must decide for themselves how to drink their drinks. I understand that it is not the worker's fault BUT, it is their job to inform the customer everything before selling them something, if she had told me that they do not have a single glass I would have bought individual drinks, and from the owners of MARCOS PIZZA for Please buy glasses for your clients! This moment was very unpleasant. The customer pays for good service, good food and...