Pizza Express — Restaurant in Warrensville Heights

I ordered from Marcos for the first time in months today. My last experience was not pleasant. My experience today was much better. I placed my order and the driver came but I didn't hear the door. As I ran to my porch I could see the driver leaving my street. I had a missed call from the driver so I called back. She was clearly irritated with me and told me it would be an additional 2hrs before I would get my pizza. I didn't trust her tone nor did I trust her to deliver an edible pizza. So I asked for a refund and she said that's fine and hung up. I didn't trust her so I called the store and explained to an employee, Mya, the situation and I asked her to process my refund. She said she could not, that the manager was the only one authorized to do so and that a manager would be in soon to call me. I questioned how she would contact me if she didn't have my phone number and name. She assured me that they had caller id and read my number back to me and then asked my name. I asked her if the driver who was supposed to delivered my pizza was the manager and she said no. I called back 30 minutes later and the manager answers. I explain again my situation. The manager turns out to be the driver after all, but she was very poised about the issue. She explained to me what I knew that they had no drivers and they're back up. She apologized for sounding so unfriendly and I apologized for missing her. I told her I just wanted a refund and she assured me that the money went back to my card after failed delivery. Both the manager and employee were much more polite to deal with. Not perfect but at least they're clearly trying. Stick with this staff and get them some drivers. The food is great. Wait times however...

Worst and rudest customer service experience I've ever had in my life. I called them to confirm if their meat was halal, and the guy immediately angrily replied "yes". Didn't think much of it initially, then I said oh great, so the pepperoni and sausage is halal as well right? He replied in the most unnecessarily rude tone, "yes it's beef bro." Was slightly shocked by his rudeness and I said in a normal tone that I'm just asking if it's halal, with that he replied aggressively are you going to order or what? I explained you don't have to be rude for me wanting to order, he got even more aggressive, so I replied I'm not ever going to order from here if you're just going to be rude like this and he just hung up on my face. This is not the first time this happened, the first time I ordered from here this same staff was rude and moody with me. Guy seems to have anger and/or social behavioral issues. Needless to say I will never be ordering from here again, with such a staff not caring about or knowing how to treat the customers and not caring about the success of their business. Don't ever order from here unless you like getting talked down to....

TLDR: they hung up on us when we called to tell them they didn’t give us what we ordered.

Clearly there is an error on their ordering platform, Slice, because they only serve whole wings UNTIL 3pm not AFTER 3pm as stated on the online menu. Admittedly, we could have checked the order in-store. We called from the car to tell them we were given wingsdings instead of whole wings. The guy said they subbed a few extra wingdings in our dozen whole wings because it was past 3pm. When we suggested they could have called or mentioned it at pick up, he replied they felt the swap was fair, but if we drove back to the store and returned the order, they would give us a refund. Another person came on the phone to tell us the same thing. When we pressed them that the problem was that they didn’t give us what we ordered, they hung...