Marco's Pizza — Restaurant in Virginia

THIS REVIEW IS EXCLUSIVELY FOR THE "GENERAL MANAGER," WILSON.

This review is long overdue for Wilson, the GM and self-proclaimed franchise owner. There is a noticeable and negative difference in the level of service when Wilson is working. As many other reviews have mentioned, Wilson is a fast-talking, dismissive, rude and condescending bully and he has absolutely no business handling customers, managing staff or running this franchise. Tonight was our final time eating at this location due to Wilson's treatment alone.

First off, he answers the phone talking a mile a minute. Then, he proceeds to call me by someone else's name and when I correct him, he dismisses me. When I came to pick up my order using my name, he couldn't find my order because...he never changed my name in the system. He gestured wildly for me to calm down when I told that he got my name wrong and never acknowledged his error.

Prior to this ordeal, I asked for a different sauce on my pizza and when I showed up to pick it up, it was loaded with the exact sauce I didn't want. After FOUR remakes and lots of time spent blaming me for not knowing the name of the "white sauce," I walked out with the correct order.

Below are my pointers for Wilson:

First and foremost - Promote the young gentleman who is usually there as MOD so that you don't have to ever come into the building. But if you won't do that, try this:

Slow down. It's just pizza. There is no reason for you to be that sweaty, that rushed, that rude and that frenzied.

Make eye contact. When a customer is speaking, man or woman, look them in the eye. That will help you better retain the information and get the order right the first time.

Take breaks. You are way too sweaty to be working around food. Take breaks to hydrate and catch your breath. Bring an extra shirt to change into.

Use the customer's correct name. When someone tells you their name, use their name. You don't want me calling you William or Woody or Dan, do you?

Apologize. Don't blame or act like the customer is your employee. You are responsible for clearly communicating the menu items and their proper names and if you can't do that, stay home and let your staff do it better than you.

Limit your in-store visits to slower times. Friday evenings and weekends are not your finest hours. Your energy is ballistic enough without the rush of the crowd.

Be solution-oriented.

Good...

So I was offended last night on 6/30 in the closing hours by one of the staff. I deliver for Uber eats in my spare time with my children. I came into Marcos last night for an order for Tina . She had two pizzas and a Greek salad. I calmly waited for the order. The manager was briefing his team I believe as some of the workers were leaving. He then left instructing his workers that he will be back . For a moment I found myself gazing at the refrigerator as I was intrigued that they actually offered people the pure life tea brand. So one of the workers came up to the front and asked would I like a drink. That is normal for restaurants to offer us delivery drivers a drink. I really didn’t want any I was just tired and was ready to end my night . I said sure anyways being very polite. The young man says “oh I was just joking” he then proceeded to laugh in my face and say “that was so f’d up”. Immediately I felt uncomfortable, judged and stereotyped as I am black. I giggled it off and kindly made a statement about how I’ve never knew a shop to sell that brand, he then asked if I wanted one and if not why was I asking about it. He didn’t realize how racial he made the environment and proceeded to laugh. Being as though I had my children I did not act in a manner I should have. He is a young boy that needs to be educated and honestly should not have a job. He was very comfortable with insulting me , the small black woman delivering food with her two ponytails and her children . That says a lot about the structure of the business and the privilege the employees have to give exceptional customer service to whom they feel deserves it. I can honestly say I will never step foot in this place again, and will see to it that the young man does not ever think it is ok to be so disrespectful. We are in 2023 it is ridiculous. What if I was actually thirsty. To tease someone with a drink is unheard of . Mind you it is all on camera , so I pray he would not deny it. Maybe if the manager stayed the outcome would have been different. I feel judged and...

UPDATE: I was contacted very quickly after posting this review. The cost of the order was refunded and I was asked to give them another chance. The next order went smoothly and the driver knocked to make it known the food was here. The pizzas are good - they occupy a place somewhere between gourmet pizza places and the delivery services we regularly use. Regrading to 4 stars because how a business responds to a problem is more important than the problem in this case.

I've ordered from Marcos twice. The first time, order was smooth and food was good. Second time, they took contactless delivery to a whole new level. I have no idea when they got here, no idea when they left, but my stone cold pizza was on the doorstep. I called to comment and was told "that's contactless delivery." I asked how I was supposed to know when my pizza arrived. She asked "well, did you get your order?" Great customer service. Your pizza is more expensive than most places so the quality better be commensurate. Maybe I'll try Marcos again when the ratings go up, signaling that someone over there cares about service. I'll remind you, you won't be the first pizza place to go out of business in that plaza due to garbage service. Whoever it is you have answering the phone doesn't like her job and certainly doesn't care about the customer or your...