Marco's Pizza — Restaurant in McDonough

My reason for giving a rating of 5-stars is not because I received five star service, but rather to capture the attention of the owner(s) in hopes of helping them to make improvements. We have been regular customers of this establishment for approximately 8 years and the service and food has consistently been satisfactory. In the most recent months, however, we have noticed a drastic change. Yet, we still remained customers. Not ordering as frequently, but customers nonetheless. After my encounter today as a Marcos customer, I decided that I am officially done. My order was scheduled to be ready between 6:06 p.m. and 6:16 pm. I arrived at 6:06 p.m. An employee came out to assist me at 6:20 pm. So far, no problem. He asked for my name and returned back inside to the store. Moments later, he came back to my vehicle, asked for my name again and returned back inside. At about 6:35 PM, the employee brought part of my order out to me. I informed him that the lemon pepper wings were missing, and he proceeded back inside the store. Around 7 pm, he came back to my vehicle and asked "haven't I given you your food already." I informed him again that I was missing the wings and he went back inside. While inside the restaurant, I saw the employee talking with a woman (supervisor or manager) then she pointed at a box. He then walked around the counter from the kitchen, picked up the box, opened it, used his unwashed hands to pull back the foil from the wings, poured an insane amount of lemon pepper seasoning on the wings, closed the foil, closed the box, then brought it out to me. When he got to my vehicle, the wings were not hot, which solidified my thoughts exactly. The container of wings were sitting there the entire time. When I questioned him about it, he stated that he didn't realize they were there because he was busy answering phones. Side note: During my one hour stay, he only answered the phone twice. I then asked him about the amount of lemon pepper that he put on the wings and he didn't see what the issue was. Let me take just a moment to use an analogy to help explain. Imagine ordering french fries, but all of the salt being put on only three fries out of the entire container. I finally asked to speak with the manager. He went inside, talked with the manager, and she sent him back outside to my vehicle. At this point, I chose to leave as I felt that this was the best decision. It was evident to me that I would not experience good customer service as the leadership exemplified by the manager was less than satisfactory. In most cases, the actions of employees is a reflection of the leader. As I stated earlier in this review, at one point in time, the quality of the food and service was satisfactory. I am confident that this could be the case again, but it starts at the top. There's a saying, "praise makes you feel good, but critique makes you better." While I'm 100% certain that I've spent my last dollar with this establishment, there's still time to make major improvements so as not to lose business...

This particular franchise is ran by very incompetent people. Listen to this! We ordered a pizza for the UGA game a little after 7pm. We got our pizza about 45 minutes later. It was the wrong pizza. The receipt the driver brought had the correct order but the actual pizza was wrong. No big deal, YET! We told him that it's okay, we understand. He says he has to go back to the store to get the correct pizza. Cool. Because of the kind of people we try to be, we call the store to let the manager know hat the driver was nice and apologetic. The store offered us a free pizza but we declined and stated, "just bring us the original order we are waiting on. They say, "okay." 1 hour and 45 minutes pass and nothing. We call back. They tell us that we said not to worry about the original pizza and that it would be 1 1/2 hours before they could get it out. NO!!! Bring it now please. We've. Been waiting. They said they can't. We asked to speak to a manger and a manger would NOT get on the phone. The associate then tells us that the calls are being recorded and that the manger, and I use that term very loosely, said if we call back they're CALLING THE POLICE!!!!!!!! Off we go to Marco's. by this point they have our money and we have no product! We go inside and in a professional mature manner we ask for a refund. The manager argues me down and says she cannot print out the receipt for a refund after I had to explain to her what a refund was. Ridiculous. After refusal to do so I let her know I am not leaving until she provides proof of the "voided" transaction or gives me $$ for the order. She said, "that's it, I'm calling the police!" GREAT!!! Please do!!! THE COPS COME. They advise the "manager" to void the sale. She said she did but we received no receipt. This was all after she lied to the cops stating we threatened them. Folks, I am a 39 year old male, no record, former firefighter married with two kids! I know how to conduct myself. The level of anger this establishment caused me to have is absurd. NEVER patronize this pizza company!!! Corporate will be called first thing in the morning and they will get an earful about the lack of customer service and management at this Marco's. it blows my mind!!!! We will NEVER eat...

I Ordered pizza online , according to the tracking system driver Shelby was on the way , 35 minutes passed , no Shelby . After 40 minutes the tracking shows that the process for my pizza restarted . 30 minutes later driver Beau was on the way . At this time I’m trying to contact the Marcos location at race track road . The phone continues to hang up on me after extended hold times . Finally Beau shows up and I ask him about the hold up. He explains that the original driver was pulled over by cops due to issues with her insurance . I tipped him because he was nice and then I came to realize that my pizza was cold as ice . I then called the store , after holding for another 30 minutes I am greeted by the rudest person I’ve ever dealt with in customer service . She claims to be the manager ( she said her name was Rene but I’m not sure If I should believe it ) after explaining my situation she then continues to throw in my face the order time that I agreed to and I explained to her that is not why my pizza is cold. My pizza is cold because your driver got pulled over by a cop and she couldn’t deliver my food. So instead of remaking my pizza you made it ok for your new driver to bring me the same pizza that had been sitting with the original driver for well over a hour , cold to my door step. After trying to explain to her more how much of a loyal Customer I am and how this situation was not ok, she then hung up on me. This lady was disrespectful and rude !!! So I called back , waited for another 15 minutes until she answered again . She then proceeded to argue with me more and wouldn’t let me speak , even cut me off. She then throws in my face that my pizza had a coupon and that I should be happy with that and then I asked her to rectify the problem , she then proceeded to say she would put a credit on my account , continued to over talk me , saying have a nice day multiple times and then hung up in my face for a second time . I am a 30 year old male with a family and the amount of disrespect that I received tonight is unnacceptable . This is not the first time I received piss poor customer service from...