Marco's Pizza — Restaurant in Springdale

Very disappointing experience at Marco's this past Tuesday.

I wanted to place a carryout order to pick up at around 9:15. When I first visited the site to place an order at around 8:30, I received a notice that Marco's wasn't doing scheduled orders, but they were still doing orders marked ASAP, so I placed the order around 8:50. (Maybe I should have called to ask about possible issues because of this, but everything else seemed to work fine when I ordered.)

I arrive at around 9:20 and tell the cashier I'm here to pick up an online order. She tells me "We're not doing online orders right now." I'm confused and show her that I had received an order confirmation in my email. She explains that their screen isn't displaying online orders, so they're not able to prepare them. I ask how I can get a refund, she gets my name and cancels the order from the register. (I question why she wouldn't be able to view my order details at this same register, but I'll give the benefit of the doubt and assume there's an issue at play I'm not aware of) She tells me the charge should be cancelled in 1-3 business days, and to their credit, it does seem to be cancelled within the day. This is the end of the conversation, she doesn't even offer a "Sorry for the inconvenience."

I recognize that some of this is an issue at the IT level - they should have been able to totally shut off online orders, not just scheduled online orders, and they should have had a way to cancel my order and notify me before I arrived. However, I also feel that the cashier was unusually poor in her handling of what was apparently a repeated issue that night. (Marco's sends out BOGO coupons through emails on Tuesdays, so I seriously doubt I was the only one who attempted an online order) If you know that you have an issue with an entire method of ordering, and you know that you can't alert customers until they arrive, it's not hard to prepare a script for dealing with this situation: "Sorry, we can't make your order, here's why, let me give you your money back." Instead, I was met with just "We're not doing online orders right now", as if anyone would accept being told that and nothing else.

I don't expect a business oriented around carry-out and delivery like Marco's to focus much on interacting with customers - the priority is the convenience, quality, and consistency, and this Marco's has usually delivered quite well on these fronts. But this was a pretty lacking response for an issue that was the store's responsibility.

EDIT 3/27/25: After Marco's replied, I went to the link and shared the same review through their complaint submission form on 3/10/25. I never received any response. On 3/22/25, I began to wonder if there had been some technical error and attempted to resubmit the complaint. I did notice on this attempt that the "Would you like to be contacted about this complaint?" button defaults to "No", which seems a poor design choice - if someone's going to the trouble of filling out an online complaint, they're likely to want some sort of follow-up. This time, I made sure I selected that yes, I did want to be contacted about this complaint. As of 3/27/25, I have still not received any sort...

Today wasn't really happy with Marco's Pizza on 265 and Don Tyson in Springdale. I tried to place an order for delivery on line and it kept telling me that we we're not in delivery service. Finally I give up and call only to be left on hold for 5 1/2 minutes. I wanted to order two medium two topping pizzas for $6.99 each and asked if that's correct? I was told yes, so I placed our order and asked if one of the pizzas I could get black olives as well and the garlic butter dipping sauce. Our total came out to approximately $23.00, and so I'm trying to figure out why the price jump because garlic butter sauce is only $.50, delivery fee $3 and taxes. Apparently black olives are a couple bucks to add to the pizza. Forget that, I have a can!!! I use those. I usually don't complain but it just kept getting worse and worse. Hopefully delivery service is good and pizza is hot. If not, I'll be back to update. Thank you and please fix your delivery location on your website to...

Called and made an order using their "local business menu" they dropped off at my store, just down the road. Upon arriving to pickup my order I was overcharged. Waited over 10mins for the employee to bounce back and forth between his manager and relay what was going on(manager too busy to talk to customers?). Was eventually told that the "business menu" is from 9-5pm during "business hours"(i ordered at 7:55pm). Well my business was still open, and so was theirs obviously. None of this was mentioned on the menu given to me, or over the phone when I was placing my order. I told the employee that I know its not his personal fault, but its still a really bad way to do customers. If I'd told my customers they had a 10% discount, and they come back with that expectation and I followed it with, "well not really....I really meant during these specific times of day," then I'd have closed my...