Marco's Pizza — Restaurant in Virginia

Staff needs training in customer service even if that’s, “have you been helped yet?” Instead of ignoring the line of 7 people standing there for 10 minutes. Also needs training on phone etiquette such as, “have a nice day” or a simple “goodbye” instead of saying nothing and hanging up on customers. Needs training in making refunds or access to conduct refunds if the manager is not available, instead of “can you come back tomorrow?” Management should call customers after refunds have been processed to update the customer. If the associate threw away my contact information instead, then further training could only benefit Marcos pizza.

This happened both times I’ve been to the Ft Eustis location, not worth it. The one pizza and brownie I did get was amazing if you can just get past silently rude employees that look like they can’t wait...

Placed an order for pick up on 4/26/24 around 11 am. Arrived at 11:30 to the drive through pick up window. Waited 10 minutes before anyone bothered to show up to address us. Their inventory is horrible because they were out of every 20 oz bottle drink you could think of. On top of all this our order was wrong. They remade the pizza that was incorrectly made as it was supposed to be gluten free. I offered to buy the incorrect pizza at a discounted rate, but the poorly spoken manager replied with "yeah nah"! Does that mean the answer was yes and then he immediately changed his mind? Why not make some money off of the deal. At that point you could only throw it away or worst case scenario try to sell it later (which is absolutely disgusting). Marcos on FT Eustis started off great but is declining quickly in customer service standards...

I am writing to express my disappointment with the customer service I received at the Marco's Pizza located at Building 677, Tyler Ave, Fort Eustis, VA 23604 on 4 February 2024.

The employee at the front register, an African American male wearing a dark blue shirt, exhibited rude and dismissive behavior when I approached him with an issue regarding my order. Despite the lack of an apology, he eventually addressed the problem after an uncomfortable period of staring.

I believe in the importance of respectful and professional customer service for all patrons. I hope you can address this matter promptly and provide the necessary training to ensure a more positive experience for customers...