Marcos Pizza — Restaurant in Texas

Today, I placed an online order for carry-out, and since my wife was on her way home, I asked her to stop by and pick it up. When she arrived, I noticed that the order was incomplete and was missing a 2-liter drink. I double-checked my order and confirmed that the drink had been included. I then called the establishment, and a young lady answered. After explaining the situation, she quickly escalated the call to a supervisor.

For context, my wife wasn't familiar with the specifics of the order, as I had placed it remotely for her to pick up. The manager came on the phone, and I politely explained what had happened. He offered either for me to pick up the drink or receive a $4 credit. I told him that neither option was acceptable since this mistake had caused a significant inconvenience for our dinner plans. His response was, “Then just come pick it up.” I asked if he would be willing to reimburse me for fuel, to see if he thought that was fair, and he quickly escalated again, responding, “It’s not my fault your wife forgot the drink,” before abruptly hanging up.

I then got into my car and drove to the establishment. When I arrived, I approached the supervisor, who seemed to be in charge due to a different colored uniform. I asked him if he thought his response on the phone was professional. His reply, in a very arrogant tone, was, “Do you want your drink or not?” I said yes, but I also wanted his name and the contact information for the district office. He handed me the drink but ignored my additional request. I turned to another staff member, but he said, “I have nothing to do with this issue.” I then asked the rest of the staff, but they all ignored me.

Finally, when I verbally mentioned I was recording the interaction, one employee finally assisted me. This has been the worst customer service experience I've ever had. The young man I dealt with has no business being in a leadership role, and his behavior reflects poorly on upper management and ownership. I will make sure this issue is shared with local reporting agencies to ensure no one else has to deal with this level of unprofessionalism. It's truly disappointing because the food at this location is really good compared to others in the area, but I will...

Let me start off by saying this place has amazing pizza. Love it the pizza have been using Marcos for years. However, yesterday at 7:48 pm I ordered a pizza. Unfortunately, this had a hair in it. Accidents happen no big deal. I called this evening to simply inform them of the mistake. Why the next day you might ask. Because I didn’t eat all of it the night before. So I called to just inform them that there was a hair in my pizza. Out of courtesy not to be a pain or get a refund or a new pizza. It was the next day after all. However, when I spoke to the manager Jedediah (I believe was his name) he informed me that only him and one other person were there that night and that I was wrong. That he personally inspected everything that went out. He told me that I was wrong and that there was no hair in my food. Now mind you I called them out of courtesy and did not ask for anything. Yet here I am being told I’m wrong. Not the best way to handle the situation. A simple my bad we will watch out or wear hair nets would have been a better idea. I’m not a difficult guy in fact a very forgiving one but the rude and insulting manner in which this manager handles adverse situation is the worst I have ever seen. We all make mistakes and that’s ok. But own up to it and be a decent person and don’t treat your customers like they are a nuisance, liars, or trying to cheat you. Have used Marcos for many years ( new location only used a handful of times) but will never use them again after they way I was...

Had an extremely bad experience with the manager on duty, individual was very unprofessional, rude, and inexperienced in customer service. I ordered online 9 pepperoni pizzas for my sons birthday and when i went to pick them up they were all cheese. She informed me rudely that i should had called it in so i would need to repay if i wanted them to remake the pizzas, i offered for them to just throw pepperonis on a pan and i would place them on the pizzas. She continued with her attitude and at that point i gave her one back, telling her how she lacks so many skills and was extremely unprofessional! After asking to speak to a district manager or general manager she responded she would not provide me that information nor wanted me in her store, i informed her i was still not provided with all 9 pizzas as only 4 (in front of her on the counter) had been provided to me. Once getting in contact with other locations managers it turns out the manager was the owners (of this locations daughter) explaining her attitude and lack of skills. Nothing had been resolved nor was any help provided even after she claimed i got in her face and was trying to intimidate her (had them review the cameras) and the video proves she was lying. I love Marcos pizza but never will i ever order from this location or any location owned by...