If zero stars was an option... that would've been the score.
Ordered a couple pizzas and bread online for pickup on May 11 (Mother's Day) at 10:45 am. Never had tried the brand before, but my Mom has and liked it. Arrived at the store at 10:45 am, and saw pizzas coming out of the oven, but looking undercooked. The person behind the counter looked frazzled, and was on the phone with someone. She kept mentioning "the oven" and eventually hung up. I asked if everything was ok, and she said "I got here at 9:30 and turned on the oven, it's supposed to be 475 degrees but it's only 375, so I'm going to put your pizzas halfway through". Having run a pizza company and knowing a little about ovens, having two partially cooked pizzas that sat on the end of the conveyor for 10 min put back in was not a good option, so after she tried (and nearly dropped) multiple items, and then shoving them back a few times, I said I'd like to cancel the order and get a refund. She asked why, and I explained this didn't seem like it was going to be a quality product. She said "I need to call the manager to see how to do that" and did. After a bunch more back and forth about the oven and my wanting a refund, someone walker her through the process to cancel the order and she told me the money would be on my card in a few days. I asked for a receipt showing the cancelation and refund, and she handed me a copy.
A few added details on why this was one (zero) stars:
The store was filthy for it being the start of a shift. The floors were dirty all around the store, and the place was a mess. I'm guessing the closer either bailed or half assed it.
The employee was also unkempt and wearing a dirty apron. Her hair was not contained in a net or hat, and was not clean. She also was in crocks, which seemed gross.
The knowledge about the oven, register system, and store basics was low. I get oven issues happen, but this was someone who either didn't run a lot of shifts or it was her first one. She was polite, but the cleanliness and limited operational knowledge didn't inspire confidence.
The last reason was the best: Sunday I went on and left feedback via the company website with most of the info here, and no surprise, there's been no response. I didn't expect a call right away, but come on not even a "hey we got your message we will be in touch" acknowledgment. If I were the manager, district manager, franchisee, or franchisor and got all this, I'd want to know more. Obviously they don't. Pizza is about value, quality, and most of all customer service. This one is a zero for me. I'd never order there again, but lucky for me there's not another Marcos close to where I live, and I'm guessing there never will be based on this experience.
I went on the Dominos app, placed a similar order, and by the time I got to the 83rd Ave store it was ready (and cooked, and the store was clean, no one was wearing crocks, and everyone had a hat on). read more