Marco's Pizza — Restaurant in Lansing

We’ve never had a bad experience with Marcos until last night Tuesday October 6th, 2020. When the order was placed we were advised that it would be 30-35 minutes for delivery. Now we are approximately five minutes drive time away from the South Cedar Location, with that in mind, a little over an hour later the pizza arrived, and it was cold. We called and only wanted to inform them that our pizza was cold and that we have never received a pizza cold from Marcos. The young lady that answered the phone sounded agitated from the moment she answered the phone. As my wife attempted to explain, the young lady abruptly cut her off and continued in her agitated tone to inform us, “Well we’re very busy, and it’s first come first serve”. To which my wife replied we understand that you’re busy but our pizza is cold and 30-35 minutes turned out to be closer to 65-70 minutes. Again the young lady rudely interrupted and stated, “you’ll be receiving a $33.00 credit towards your next order here at Marcos”. At this point I spoke up and asked if she ordered food and it took twice as long as she was advised for it to arrive and then it arrived cold how would she feel? She answered again with an agitated tone, “It’s first come first serve and were giving a $33.00 credit!?!” At this point I replied ok, but my wife was not happy with this young ladies attitude when we simply wanted to inform them that we’ve never received cold food from them, and now we can honestly say that we’ve also never received such treatment either from Marcos. So we asked if a manager was available, yet again in an agitated tone the young lady said my name is Raven, I am the store manager and my father owns this restaurant. At this point I advised Raven you can keep your $33.00 credit we will no longer order from Marcos. This young lady exhibited little to no customer service, cares little for customer feed back, and has a lot to learn in the real world if she continues tarnish what I’m sure her father worked hard...

Their pizza is fine, but their business is a disappointment. I placed an order, was estimated a half hour to delivery. I called an hour later. The person who picked up the phone was extremely exasperated and short. It was clear they were short staffed, so I kept the call brief, asking if they were running behind, and asked for a general time estimate. They said an hour and a half. At the two hour mark, I called again, and this new person was still better, but still very busy. After checking the system, she found that the store never received my order. Even when I gave her my order number, she was unable to find it in their system. I went to their website to try to find corporate contact or corporate feedback, and every 'contact us' link just looped to the ordering page. Clown show amateur hour. We ordered from Cottage Inn, instead.

Edit: The customer feedback page for this Marcos location does not work. The 'reply from the owner' gives instructions that do not work. The feedback form on their website just loops to the local restaurant's order form, which I said in my original review. Like, I said that was a problem, and you all just repeated instructions that I already said didn't work. How does that change my opinion that Marco's doesn't have its...

My experience so far with this particular location has been good when using the app I’ve been going to them for years and have only had one order be messed up to where I had to then call the store to get it fixed. They had forgotten my cheese bread and two dipping cups when I had called the woman In charge of phone orders answered and was very spaced out. Didn’t seem like she knew what she was doing. She asked me to be put on hold four times just to say I need my replacement bread I was put on hold for over 15 minutes when she had came back onto the phone. She said hello I said hello back she immediately then hung up on me to wear me and my husband had to go up to the store personally to get our replacement bread, the manager was talking to her. He apologized multiple times. He was very professional. The store was nice and clean. The food is always fresh. It’s the Woman doing phone orders was very unprofessional not trained. Well didn’t speak loud enough for you to hear her. It was just a very unpleasant experience so please do mobile orders if you don’t have a hassle and if you do end up getting one unlucky order like we did immediately ask to speak to a manager at this location other than that, it’s always been a...