Marco's Pizza — Restaurant in Westfield

I usually never complain about anything ever. It makes me feel awkward and like im being rude when I know im not but I just feel like that so I avoid it and this experience is exactly why I dont do it and I usually just deal with the mistake that is made. However on Sunday I was treated so poorly for a mistake made by the staff of this place that I will never go back. I arrived for a call ahead pick up for a 4 pizza order cut in 12 instead of 8. I arrived told the nice young man who I was and he got my order I payed and left. I got to my car and checked the pizzas. 3 of my 4 pizzas were cut in 16 piece squares and 1 pizza was still cut into 8 triangles. I walked inside and informed the young man at the counter the issue. The young lady at the cut table walked over and said im sorry I did that and she walked away to the dining room to retrieve what I assume was the GM. She walks up and says to me " what is the problem?"(in a nasty tone)I tell her what happened and she tells me well she is a child and it was a mistake. Which I replied with I understand I am also in the food industry mistakes happen. She asks me "What do you want me to do?" What kind of question is that? A GM or any manager should know that the order was messed up and should remake the order and the customer shouldn't even be asked, she knows what was wrong so just fix the issue. She then proceeds to inform me(more like belittle me to be honest) when I ask for cut in 12 I need to tell somone I dont want party cut. If I dont say I want party cut that means I dont want it. Thats like saying everytime I call I need to tell you my cut shape and how many slices I want out of it. If i say cut in 12 and I dont mention party cut that means triangles. If i wanted party cut i would have said it. I have no idea why I was being treated this way I feel like some confusion happened and someone told her I was being mean or rude I was never mean to anyone I just wanted 12 triangle pieces. I tried to apologize for any confusion if I jad done something to be precieved as rude and I was told multiple times and cut off by her saying "its fine" she just repeates that over and over until i stopped talking and left.Party cut on a handtossed crust give you slices that are basically just crust.I just wanted the order cut into the proper pieces and be on my way. I have been coming to this specific location for years because the one that I could get delivered isnt very good. I drive to this location for carryout rather than calling in a delivery from the one closer to my home. This was a truly insane experience I have never in my life been treated like this at ANY restaurant I may have complained 6 times about my food in my entire life. I can see by the most recent reviews that im not the only one experience issue's from this new management. If possible id say bring back the old GM if that is a possibility. She was the reason I drove out of my way to eat pizza at this specific marcos. I know people only usually write reviews when something bad happens but never really when its good and that sucks but I just had to inform the owners of this experience it was...

Ordered 2 pizzas this weekend. One was made incorrectly. Speciality pizza, minus feta. Online confirmation showed specific request, as did printed receipt. Had box not been opened at counter, wouldn't have known it was wrong till home.

Pizza remade and tasted great, it's disappointing when the manager can't come to counter after he was told of mistake. Instead, he made the young man at counter do the apology deed while I waited.

Mistakes happen, but at least have the professionalism to walk 5 yards to counter to greet customer while waiting for new pizza. The kid at counter was great, professional and very apologetic. Store owner might consider the young man stepping in as Store Mgr... just saying.

UPDATE 3/27: Per Corporate, followed their review response. Filled out website review as they stated franchise doesn't see Google reviews. Corporate responds with generic response as in one I received. Then they supposedly contact franchise and track follow up. So here I took extra time to take Google review and copy to Marco's website. So several weeks pass, no interest from management to improve customer service, or what they told me was BS. This should serve as what not to do to keep customers. Don't tell customer something and not follow through. Now I'm unimpressed with both store management and corporate. All for a simple fix of seeking way to improve by listening to customer and not...

Today is Sept 28th 2018. My name is Joe, I wanted to share my experience with this restaurant and I want to share what I thought and how it went!

First, to whom this may concern... keep Melinda! Tonight she was so kind hearted and you could tell she was overwhelmed but she maintained a smile and a love for her job! My wife and family placed an order and according the website it was going to take 25-35 mins and be completed by 6:50 pm. So we arrived at this time! Walking in and getting a smile and I’ll be right with you from the front lady, she informed us our pizza would be another 20 mins due to a back up of orders! AGAIN NOT HER FAULT. You could tell she was not sure how I would take the news but she informed us in a very respectful and honest way! You know it may have taken a lot longer than we were informed of or what the website had said but because of the GREAT crew placed in this franchise I will continue to get my Marcos pizza fix! Thank you to this owner for allowing this lady to be your backbone and your rock! This lady is the one who will make this work in the Westfield...