Marco's Pizza — Restaurant in Mayfield Heights

Now I understand that New years Eve is the second busiest pizza night of the year, but to have 3 employees in the kitchen un un believable. Not only did the staff get all three orders wrong in a row, that were in the store while I was there. But they couldn't have cared less. They were leaving calls on hold for more than 5 minutes each, putting callers back on hold, and instead of trying to improve their situation, they complained to the rest of the staff and myself and other customers about how they didn't like the person on the call. The young lady taking the phone calls then told a customer on the phones that she couldn't take their credit card number over the phone, because she didn't have time, and told them they would have to come into the store, and then hung up. My order was placed nearly an hour before I showed up, knowing full well that they would be behind. My first clue was when the girl who was on the phone said "it'll be done when its done" and then hung up. When I arrived they said they didn't have the order in their system and said it must be at the South Euclid location and wrote me off. I called the number back, in my phone from an hour earlier, and the phone rang in front of him (to which he ignored) The young man taking my order didn't even know what his location was. He had to ask his co-workers if this store was the Mayfield Heights location and they said no. The staff literally doesn't know where they are. After convincing the staff that they should have had my order. They actually looked in their system. And found my order. To which they started to make it. I sat for around half of an hour waiting for my 1 pizza and cheesey bread, an employee finally re approached me, to ask my order. Repeated myself, and they they asked eachother if my pizza was in, when it was realized that after sitting for half an our in their store that they didnt make my foodx they then decided to start my order. I used some explicitives and told them they could cancel the order, amd then left. The staff showed zero priority what so ever for not a single customer. It blows me away that management could plan so poorly. And that a staff could...

We order from here all the time and this was the absolute worst for customer service! Ordered the Ultimate Magnifico, supposed to have 3 kinds of meat, when it was delivered NO MEAT! Not too mention the driver could have cared less, walked up, no Hello, opened the bag and I pulled the boxes out and he walked away...again, no acknowledgement I was even alive! Last time I give a nice tip! Called to complain about the screwed up order, first guy could have cared less..."you sure there was no meat"...yes, I am sure! Then he hung up, I called two more times, someone picked up, then hung up! Fourth call, they picked up and I asked for the manager, put on hold and "manager" picked; told her what happened, she could have cared less about the rude driver and hang ups. "I can remake the order and have it sent back out"; "NO I will come pick it up", she said "it will be about 20 minutes". So left tge house and went to the store; 8 people already in the lobby and all seemed to have been there a while and frustrated. Employees didn't seem to care, basically ignoring everyone in the lobby. Finally one man started asking names and giving updates and handing out orders. 32 minutes after I got there he calls my name and hands me my pizza. Asked for the manager and I hear "i'm busy"...no apology...NOTHING! GET A CLUE OR YOU...

Like a dummy, I placed an order for pizza and cheesy bread and didn't realize it was for pickup and not delivery, over an hour later. I called to see if the pizza was still there, which it was. After being on the road for ten hours we were all tired and hungry, and I didn't really feel like going, so I figured I'd ask if my order could be delivered since I had pre-tipped the driver. They were agreeable, and even though it was my fault totally, they didn't charge the service fee. I even turned on my oven in anticipation of having to warm up my mistake, but when the pizza arrived, it was hot to the touch. They had baked us a new order! I was NOT expecting that. TBH, Marcos cold pizza is great too, so I was just happy they agreed to deliver my original order! They went above and beyond on this order, even though it was my fault, and I just wanted to commend the staff and thank them again. This location is my local and go-to Marcos, and though this experience prompted my review, it does not surprise me given the great food and service we've been routinely getting...