Marco's Pizza — Restaurant in Mount Holly

Do you want wishy/washy service where you can't rely on if a company is going to hold their word? Do you want to deal with the brunt of an employee's attitude if you happen to call when they're busy? Then this location is for you! Let me explain. Over a year ago this local Marco's made a deal with us to deliver to our home because we lived in the neighboring town of Lowell but were well within their delivery times and have no local pizza places of our own. They've even sent us letters with coupons countless times. But it hasn't always been pleasant. Every so often we've received people who didn't know about this. We were always willing to explain the gap and things carried on like normal. But today, we got a Jerry Springer level attitude spat at us for making an order like every other order we've ever made at your location. Let me just fill in the rest of this with my husband's own words from this experience tonight: "I'm so very disappointed with this specific location. Mind you there is no other location to deliver to me. This specific time the woman I spoke to gave me a huge attitude for no reason. She picked up and asked if it was pick up or delivery. I stated delivery, and I overheard someone shout on her side of the phone. She said in a very rude tone "Just hold on, jesus". I heard a bunch of racket and people snapping at each other. Then after a minute she picks up and says in a rude voice "What do you want!". I again repeated that I'd like a delivery. She asked for my address and I gave her my Lowell address. Mind you, I've had them deliver here more than 50 times and I've even had letters from their office for a 50% off when I haven't had a delivery in a while. She replied 'we don't deliver there'. I replied that this issue has been cleared up a very long time ago. I've been informed countless times by different managers that I'm within their delivery "time" radius, thus why I always order from them. She puts the phone down and yells, for what it sounded like, the name Summer. A moment goes by and the woman picks up the phone and says 'no we don't deliver there'. I said you have several times and if you please look at the delivery time distance you will see I'm within it. She said 'no, manager says no'. I asked politely for the general manager's name and number, she said 'I don't have it'. I then asked if I may please speak to the manager on duty so I may clear this up. She said "No!" And hung the phone up on me! This is my favorite pizza delivery place and now I have to deal with this?!" Moral of the story: it's pizza. But if you like to place your value in companies you like, look elsewhere. This pizza place places its value in hiring employees who receive no customer service training and cannot promise you a consistent experience. If you're just another dollar to them, then take those dollars to their competitors. The specific location that has wowed us with such a memorable experience: 615 S. Main Street, Mt. Holly, Nc 28120

UPDATE: So, Marco's sent me to their website to submit feedback. The response I got was from the local pizza place, not corporate or someone who isn't involved in the crapshow that was the problem. They stated they are not honoring the previous store manager's deal with us and we are free to come to them and use a 20buck coupon. Thank you Marco's for making this a clean break for us. I've never wanted to give someone my money or service less. :)

3 MONTHS LATER: Just wanted to stop in and confirm that I have not used Marco's since. I've not had a single issue with another pizza place where I cannot trust the competence of the management...

Let me start off by saying that I have been a pretty regular customer (order at least 2-3 times a month) of this Marco's location. I have never had any bad experiences with this location before this time and I honestly prefer their pizzas over the competition (Dominoes, Little Ceasars ...etc).

Now that the pleasantries are out of the way let me tell you about one of the worst customer service experiences I (and my brother) have ever had.

I ordered 2 large pizzas with extra pepperoni (with a 2 liter) online (Name: Christopher Sanders, Order#184) on (Friday 10/16) at around 8:05PM. The online order stated that it would take about 40min (ready by 8:44PM) before its ready to pickup. No problem I said, it was Friday night after all.

Well I live only about 3min away from this location so I had my brother ride up the road to pick it up. Long story short, we did not actually get our pizza until 9:45PM!!!!, AN HOUR AFTER IT WAS SUPPOSE TO BE DONE!

My Brother (who picked up the pizza and was really angry about the experience) stated that when he went in and asked for our order they said they did not have an order under that name. He said one of the employees finally found and picked up the order ticket off the floor. He was told it would take more time for them to prepare our meal so, my brother patiently waited and was asked multiple times for his order name (still was waiting for the pizza), all this was being done while other customers (who apparently ordered after us) was just able to walk in and pickup their orders without trouble.

My brother also said that when he came in he was the only customer waiting and others were able to walk right in to get their orders. Multiple other orders were made but he was left waiting AN HOUR for our 2 pepperoni pizzas. My brother said that a Marco's Delivery driver/employee (The only employee that seemed to want to help) walked in and asked him what order he was waiting on and he went on back and made the order himself.

Now I'm not sure why the customer service was this bad this time when I have had pretty good experiences before. Either the workers at the register and the pizza makers were not on the same page (miscommunication) or none of them cared.

No customer should ever be waiting in a "fast food" establishment for AN HOUR before they are properly served or taken care of. I am very disappointed in the "service" me and my brother was provided and this may be the last time I order from here again. Luckily I was not their to pick up the pizza because I would have asked for a refund ASAP.

Summary: Terrible customer service (Waiting AN HOUR before being properly served the food I payed for). The pizza was fortunately still pretty good ; ) Will think twice before ordering from this location again, or at least until they get some workers who put in more effort to help their...

Marcos in Mt Holly offers great tasting pizza, when it’s made correctly. I’m now up to 5 orders from this location that have been inaccurately made by not including ordered toppings on speciality pizzas. One of the most recent orders was brought to the attention of the manager who promptly offered a courtesy order the next time an order was placed. Fast forward several weeks and I was met with opposition and confusion by the employee taking my order, not understanding how the manager provided a complimentary meal and asked for verification over the phone. Well, other than notes I kept of the manager’s name, date and time of our call, Marco’s didn’t provide me with any verification so what was I supposed to do? The employee taking my order eventually hung up on me at the conclusion of my order. Upon arrival at the restaurant, the same employee helped me at the counter, apparently unenthused with his job. I seemed to be a bother to him as he argued that I still owed money for an order that was supposed to be provided as a result of consistently inaccurate orders. The manager on duty eventually assisted (not the same manager that provided the comp meal) and wanted to verify that the pizzas were made correctly. Surprise, surprise... the two comp pizzas were BOTH missing toppings, one of which was listed on the order and the other was not. I’m not surprised that the gentlemen who took the order messed it up resulting in yet another inaccurate order. This all might seem jovial for a couple of pizzas but when you take the number of times this has occurred and the consistent lack of attention by employees, it’s time to move on to other establishments. Marco’s in Mt Holly, if you can’t make a simple pizza the way your customers order them, please take the time to assess your processes and employee training. I opted to order pizza from you based on their great taste when they’re made accurately! Believe it or not, missing one topping can totally change the flavor, a flavor that I...