Marco's Pizza — Restaurant in Parma Heights

A month ago, I ordered a salad and opted to pick it up because I live right down the street and realize it’s a pain to do a delivery mid-day. The salad they made me was worse than the lettuce I had at home- extremely brown and contained mostly cores.

I was shocked that a service industry worker would value their work/customers so little that they would knowingly serve me such poor quality food. Still angry, A few hours later I called and asked to speak to the manager about this (first time I’ve ever done this any where). Her response was unapologetic but she stated that she would apply a credit for the salad on my account.

Today, a month later I called in to place a delivery order after returning home from a very long & exhausting business trip.

The older man over the phone was pleasant but did not know how to put the phone on hold when I called to place my order. In the background I could hear lots of side conversation, yelling, giggling and laughing. This went on for about 2 to 3 minutes- at one point, I considered hanging up and calling back in. When he got back on the line he took my order.

At the end my of my order, I explained that there should be a credit on my account. While he was able to pull up my account- he said he did not see any credit and asked a manager to assist. The woman that got on the phone indirectly accuse me of making this up. She explained there are 3 female managers there so she would need me to tell her who I spoke with. She continued to ask me who I spoke with, what the date was, and how much my order was. This was very frustrating because I didn’t expect the manager I dealt with not to honor their word and I also didn’t expect that I would need to have Documented evidence of when you made your mistake. Obviously I didnt have answers to those questions because i don’t order from there frequently. The woman finally Agreed to give me the credit that I was already supposed to have been given the first time. She told me the total, which still seemed high. when I asked questions, she didn’t provide any clarity. Reluctantly, I agreed and allowed her to place the order. She told me it would be around an hour. I thanked the manager but she didn’t hear me because without warning, she hung up the line. At this point, the call was on speaker phone. My friend urged me to call back and cancel because of how rudely I was treated. I debated canceling my order but was afraid to do so because based on their unprofessional behavior and lack of business acumen, I wouldn’t put it past this store to still charge my card. I wanted no further dealings with this location so I let it go and just hoped that they didn’t spit in my food.

My call took place at 8:23, I live approximately four minutes from the location - the pizza arrived at 9:31. I have a hard time believing that it really took an hour + to make a pepperoni pizza and breadsticks past dinner peak time.

In summary- Patronizing your business shouldn’t be a hassle. More times than not, it’s become that way dealing with this location. If you really care about the experience of your customers, you need to do something about this store. I will never purchase anything from the Pearl Rd. Parma Heights Ohio Marco’s Pizza ever again and I will tell my friends, family and neighbors to do the same.. There’s far too much competition In the area to continue doing business with a store that clearly doesn’t care about their reputation or customers. I work hard for my money, I will patronize a business that respects my business

By the way- I’m a business consultant for franchise owners throughout northern Ohio. If this store truely has 3 managers, why is it run so poorly? Is that a good investment of your money/time and resources? I’d be happy to share my professional insight on how experiences like mine can and will directly impact you...

We ordered tonight as we have done many times before. After we placed our online order we got a email confirmation giving us a promise time of 6:05. I called the restaurant at 6:28 because we had not yet received our delivery. I was told by the young lady that answered that they had 15 orders and one delivery driver. I asked if our pizza would even be warm by the time we got it and she said yeah it’s in a bag that keeps them warm. Our pizza finally arrived at 7:08. There was no apology that our pizza was over an hour late. Also our pizza was not hot or even warm and was room temperature when we received it. We frequent Marco's specifically because I have a son with autism and a cheese pizza from Marco’s is one of the very few foods he eats. By the time our pizza arrived my child was in a full meltdown because we told him it was supposed to be here an hour prior and he refused the food because it was no longer warm. I understand establishments are short staffed lately but why give a PROMISE time as if fully staffed when there is no chance it will arrive at that time. Even if it is automated basic customer would be to notify your customer and alert them of the delay. This location ruined our night and if you know anything about children with ASD may have caused us to lose one of our...

Ordered a pizza to be delivered at 5:15 PM. Recieve a phone call at 4:45 that the delivery driver is at my apartment. I let him know what's going on and tell him to just leave I won't be there for a half hour. Call the store and tell them what happened. I was right down the street from the store so I said I can come and just pick up a new pizza. She apologized and said she's putting a new pizza in the oven now. I get up there, go inside and wait around 10 minutes with my kid. Let the girl know to still make sure the driver gets the tip because he didn't do anything wrong and deserves it. They never made me a new pizza, they gave me the old one that was driven all over, and made a half hour prior. The delivery receipt was ripped off the top of the box, and it appeared that the pizza had a rough trip because it was all smooshed inside. I've ordered weekly from this place for about two years, now I'm going to find a new place. Maybe next time you make a mistake, you should take some sort of initiative to make it right and surely don't lie to the customer because you are too lazy to throw a new pizza in the oven, and too dumb...