Marco's Pizza — Restaurant in Searcy

I rarely give low ratings or complain about businesses but I am quite dissatisfied with my last experience at this Marco's location. On Monday January 4th at 3:09pm I placed an order for carryout at the Searcy Marco's. I have ordered pizza from this store on numerous occasions without issue. This time, I ordered a large cheese pizza, and the order was placed under my husband's name (Nick) because he usually goes in to get it for me. We arrived around 3:30 (maybe a little before), and the pizza was already made. Nick pointed out that our pizza was the only pizza on the rack to be picked up, so the store wasn't particularly busy from what we could tell. I opened the box and looked at the pizza before we pulled out of the parking lot, it was fresh, piping hot, and looked amazing.

We live about an hour away from Searcy in a very small town, we really don't have options for eating out in our town, it's very rural. Which is why we drive so far to get food. So we drove about an hour to get this pizza from Marco's. We made it home, I took a bite of the first slice, and immediately tasted a huge chunk of onion on the pizza. I HATE onions, especially on pizza. The flavor is so overpowering. I figured that a sizeable piece of onion accidentally made it into the sauce, or something like that. I continued eating that slice and continued tasting onion, but wasn't sure if it was only in the sauce or if I was till tasting the piece of onion I bit into earlier. I didn't finish that slice of pizza, and looked at the rest of the pizza closely, but didn't see anymore onion. So I thought the rest of the pizza would be fine, so I stowed it in the fridge to reheat it the next day.

The next day, I reheated two more slices of the pizza in my air fryer. When they finished heating, I took a bite: MORE ONION. So I started picking that particular slice apart, that's when I realized the onion was in the sauce AND the cheese. My entire pizza had been made with onions. It was a cheese and onion, definitely not what I ordered!! The entire pizza was inedible for me, and my husband doesn't eat pizza at all, so this was a wasted trip and a waste of money.

I called the Marco's in Searcy that day (January 5th) at 4:39pm, and was put on the phone with a manager. I explained the situation, and gave him my order number from the receipt. The man was very polite, and he explained to me that he is a new manager and doesn't know how to look up past orders. He told me all that he could do was leave my name and contact info for the General Manager, who would be there the next day (January 6th). I could tell the new manager that I spoke with was genuinely trying to help me, but didn't know what to do. He said the GM would contact me if he felt something should be done.

So the next day (January 6th), I kept an eye for a call from him. No one called. I'm not sure if my issue was brought up again, or if they decided it wasn't something they should fix. But as someone who has worked in food service for nearly 15 years, I feel that this should be fixed. I payed for a cheese only pizza, drove for an hour to pick it up, and instead got a cheese pizza with onions. It's still sitting in my fridge, but will get thrown away. Onion is not a topping that can just be taken off. You can't really see the onions in the cheese, and even if the cheese is removed the flavor of the onions is still present.

Working in food service for a long time, any time a mistake was made, I reciprocated the customer. I feel that I should recieve some sort of apology and at least a discount. As I mentioned earlier, I'm inclined to give people the benefit of the doubt, and I'm hesitant to leave a negative review. In this instance, I am not likely to return to this location unless something is done about what happened. I didn't get the pizza that I payed for, but Marco's was not accountable for the mistake. I apologize for the length of this review, but this detail was necessary to convey my...

Edit: One of their corporate guys was actually in-store and went through hell dealing with me to try to make it right, so let me fix this. The chain appears to be a great chain, this was just a bad first experience with a new employee who doesn't understand the basics of capitalism. customer experience can affect the profitability of a business. Hopefully he learns so humility to accept the mistakes he makes on his job and not be a dismissive to customers or others. (I'm still working on my hot headedness)

The pizza is actually amazing... the flavor is wonderful, I'm kind of sad I just learned about the place.

leaving original review below so yall can see how they turned around this experience, 5 solid stars on service to fix an issue. 5 solid stars on taste.

Pay close attention to the ticket price, they tried to charge me an extra dollar over advertised price for gluten free crust, and large topping rate on a medium pizza. The kid working the register was rude when I pointed out the discrepancies, but paying $19+ dollars for a medium pizza is too rich for their quality of pizza.

I'm not sure if they're trying to skim the register or just really don't know how to do their job but I suggest literally...

The customer service was extraordinarily superb, and the vibe of the atmosphere was wonderful. With the presence of an Executive Chef, she even delivered my order to me in person after preparing my food. I felt my pizza and wings were top notch. I felt special ordering my dinner from this location.

I fell in love with Marco's Pizza in Sandusky, Ohio summer of 2011, and I came back home to Jacksonville, Arkansas for my last semester of college and there was The Natural State's first location on my way home. I could've geeked, well I did actually, I called my best friend the next day and made him come with me and try it! Over the years, I have been eating Marco's Pizza, and specialty items, like it was going to go out of style!!! The Searcy, Arkansas location was filled with happy employees who looked like they really wanted to be there, the place was clean, neat, and we'll organized, and there was no waiting long for my meal. I even used the restroom, and they were so spot-on, it was spotless! I would definitely go back again for sure!!! Thank you for such delicious pizza and wings Marco's Pizza Crew!!! #ibeeatingitalup #familyties...