Review: Marco's Pizza
TLeo

Atlanta, GA

#1 Jun 26, 2013
I love Marcos pizza and have been a regular customer since it opened in Douglasville, GA.
Unfortunately I had the worst customer service experience at the Douglasville Marco's Pizza. I called to order a pizza for carryout. I asked the phone person what the specials were. They responded, "What size are you looking for?" I asked if they had any medium or larges. She offered me a medium 2 topping for $7.99 or a large 3 topping for $9.99. I ordered the large. When I arrived to pick up, there was a sign outside advertising Tuesday Special XLarge 2 topping for $9.99. I asked the girl at the counter if I could change my order due to the special. She said, "Well I asked you what size you wanted" and I responded, "I would have ordered the special had I been informed about it." She said she'd she what she could do and went to the back. A guy came from the back and said they could not make me a new pizza due to 1) They'd already made the pizza and 2)the phone person asked me what size pizza I wanted. I told him I would have ordered the XLarge had the phone person told me about the special. He said "It's a news special so all employees are not aware of it." Is that my problem? So you don't honor specials because you can't inform your employees about it? I told him I didn't think that was fair to make me pay the same price for a Large as an XLarge. He said there was nothing he could do for me so I refused to pay and walked out.
The worst customer service ever! He didn't offer me a discount on my pizza, extra cheese sticks an apology... NOTHING. I've worked in the food industry before and we never treated customers like that or not honor a special because the employee wasn't aware. Sounds like a company problem to me. What happened to the customer is always right? smh.
TLeo Troll

United States

#2 Jun 26, 2013
So you were offered a price, you agreed and then got POed because they did not try to up-sell you?

You asked for the specials, told them that you wanted a medium or large - were given the specials for the sizes you requested, and somehow the order-taker did not read your mind and she is at fault.

Got it.

Then you get all pissy and refuse to pay for what you ordered.

Seems more like the worst customer behavior ever to me.

Since: Nov 12

Location hidden

#3 Jun 26, 2013
It's not an up-sell. It's quite the opposite in fact.

Assuming this line is true:
"It's a news special so all employees are not aware of it."

It's implying that had the employee been aware of it they would have mentioned it.

Therefore, it's partly a training failure on the part of Marco's Pizza.
TLeo Troll

United States

#4 Jun 26, 2013
Maybe the order taker should have read Mr. Pissy the whole menu then.

He asked for the specials for mediums & larges. She gave him exactly what he asked for.

Then he changes his mind because he thinks an extra-large two-topping > large three-topping at the same price.

Whaaaaa!

I changed my mind. You are both right - this place deserves to be shut down, there has to be better $10.00 pizza places somewhere!

Since: Nov 11

Location hidden

#5 Jun 26, 2013
He prob should have been given a new meal but that whole situation is def in a gray area. For one thing, the customer should have felt obligated to purchase what was cooked for him.

But from a business standpoint, money is green and the order should have been replaced. That way, the customer would keep purchasing Marco's pizza and spread positive experiences versus defaming the company.

Some customers are extremely picky, but if you can find a way to make even them happy, you'll have a successful restaurant .

Since: Nov 12

Location hidden

#6 Jun 26, 2013
TLeo Troll wrote:
Maybe the order taker should have read Mr. Pissy the whole menu then.
Or just the full list of specials like they requested at the start. Would it have taken an extra 10 seconds?
TLeo Troll

United States

#8 Jun 27, 2013
FFFinger wrote:
<quoted text>
Or just the full list of specials like they requested at the start. Would it have taken an extra 10 seconds?
Depends on if they have specials that cover more than pizza - they serve subs, salads, chicken wings, deserts and something called a "Meatball Platter".

Mr. Pissy was apparently interested in pizzas, so the order taker cut to the chase - "what size are you looking for?" He should have responded "I want the maximum amount of pizza for the minimum amount of money." He told her want size he wanted (medium or large), she gave him the specials for the sizes he asked for.

Some people appreciate getting what they want and not having to waste time being sold on something they do not want. I guess that Mr. Pissy is not that person.

Who knows, now that the highly professional workers at Marco's know who Mr. Pissy is (via his phone number if they log it into a computer) maybe he will get extra "toppings" free next time!

Besides, how can anyone expect Five-Star service at a cheapo pizza place. Bottom-of-the-barrel price = bottom-of-the-barrel quality and service.
Satisfy or else

Douglasville, GA

#9 Jun 27, 2013
I would have at least given you a rain check for the next order or discounted the one you ordered equal to the special....It is that simple -

Some just don't get it.
TLeo Troll

United States

#10 Jun 28, 2013
Or else what?

You go to the next cheapo pizza place where you get some other form of minimum service and crappy pizza?

At $10 how much $$ you think the owner is banking? They would have to sell 8 - 10 other pizzas to make up the loss on Mr. Pissy.

What people don't "get" is that customer service and quality cost money. Most people want to take their business to a place with competent customer-contact people and a quality product. Ask those same people to pay a price commensurate with the costs involved and you get very little business.

Offer a pizza at $10 and they come in - because hey, it's cheap.

Mr. Pissy should just go to Little Caesars and he could fill his belly with TWO (what passes for) pizzas for his $10.00. Whoo Hoo!
James

Douglasville, GA

#11 Jul 13, 2013
Love the pizza! I've had one messed up pizza [ordered a ground beef and chicken pizza and they gave me a sausage and ground beef pizza] in my 20+ orders from there and the manager gave me the sausage pizza and made me the one I asked for. Didn't charge me extra. Apologized a lot and said it won't happen again. Hasn't happened again and pizza just keeps getting better. Thank god for Marcos :)
stacey

Douglasville, GA

#12 Jul 13, 2013
I love Marcos! They messed my order one time. When I went to pick it up the manager informed me immediately my order was wrong, a new one was in the oven. He then brought my pizza around the counter to where I was sitting and showed me the one fresh out of the oven, then gave me the one with too many toppings free.
Megan

Douglasville, GA

#13 Jul 13, 2013
Gotta say 'James' and 'stacey', it's a little suspicious you both posted glowing reviews at the same time and are both from 'Lithia Springs'. Plus the language you use is very similar.

If this is the owner or an employee, I'd respect you so much more if you just fessed up to what happened, apologized and then talked about what great pizza you think you have.

Now it just looks silly and obvious.
True View

Douglasville, GA

#14 Jul 15, 2013
We order from Marcos a lot. We live virtually down the street. It's I'd good pizza and good service!!!

“Yet another average white man.”

Since: Jun 11

Location hidden

#15 Jul 15, 2013
Megan wrote:
Gotta say 'James' and 'stacey', it's a little suspicious you both posted glowing reviews at the same time and are both from 'Lithia Springs'. Plus the language you use is very similar.
If this is the owner or an employee, I'd respect you so much more if you just fessed up to what happened, apologized and then talked about what great pizza you think you have.
Now it just looks silly and obvious.

Or maybe you're just being prejudiced against schizophrenics! Maybe both personalities ordered pizzas at the same time. It would explain how both orders got screwed up!
Grobbbbbbbbbb

Since: May 10

Douglasville, GA

#16 Jul 15, 2013
The one time I had Marco's, it's was overall great. The girl who took my order didn't seem to have much common sense, but she could have been busy. The only other issue, i guess you could call it, is the bottom of the pizza was slightly greasy, otherwise it was great!.'Mr. Pissy' should have paid for the pizza ordered. Marco's COULD HAVE offered him a little something extra, but didn't HAVE to. I'll go back again.

“Yet another average white man.”

Since: Jun 11

Location hidden

#17 Jul 24, 2013
OK, my sister just brought over 2 pizzas from Marcos and they were WONDERFUL. I know I've been flippant about this whole order thing, but I figured some yahoo couldn't admit they might have made a mistake when they ordered. Personally, I doubt I would care if I got the wrong pizza if they're all this good. I just wonder if they can have one made before the huge, gas guzzling Grob-Mobile's tank is filled?(I LOVE high gas prices)

Grobbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbb
APRIL

Palm Beach Gardens, FL

#18 Jan 17, 2014
I love Marcos Pizza. my daughter turned me on to it a couple of months ago and been ordiering it ever since. Sorry Papa Johns!

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