We've actually been long standing customers of Marco's ever since this store opened, but after my horrible experience tonight we absolutely will not be having their food until customer service has improved.
A couple of weeks ago a manager offered a $5 Credit for their failure to add the sauces to our cheesy bread box. I even told him he didn't have to do that, he insisted, I said thank you very much! Well we had $10 in Loyalty rewards and I called to confirm that we would be able to use both. Crystal the shift leader on duty (or so I was told) said, "Yes, go ahead and place your order online and as soon as I see it on my screen I'll apply the $5 credit and take care of that for you!" I thanked her and was happy. The driver was super early compared to the time I was quoted online, yay for that! But he handed me the credit card receipt to sign and the $5 credit was not applied. I politely asked him about it and told him what Crystal said she'd do for me, he looked extremely confused and said he wasn't told anything about that. I told him no biggie I'd call and verify it with her after he leaves so he doesn't have to deal with it. He thanked me I thanked him and told him to have a great night, closed the door and called the store.
A male employee answers, I nicely explain I was calling to verify she had done that. He held the phone away from his face and loudly asked Crystal if she had taken the $5 credit off for my order. She yelled back to him, "No it wouldn't let me!" He returned to me and repeated what she said to me. I nicely said, "That's fine I understand, but if I would have known she couldn't do what she promised to do then I would have canceled the whole order. She should have called me." He told me how busy they are and his tone was frustration. He held the phone away from his head saying, "I wasn't part of this situation so I don't know...here, here just talk to her!" He handed Crystal the phone.....this is where everything went wrong.
I politely repeated why I was calling, to verify she had taken the $5 credit off. She said again that she couldn't due to the other discount. I said, "That's fine, I understand, but you told me you'd do it and if it wouldn't let you then you should have called me back, because I would have canceled the order." She raised her voice and started telling me how she couldn't do it cause they've been too busy and they keep getting slammed with orders. I told her I understood and have worked fast good jobs and I totally get that but if it wouldn't let you or you hadn't even tried to apply it yet, regardless of being busy you promised me you'd apply it so now I'd rather just cancel the whole order and you can send you driver to come grab the pizzas that we haven't touched that he just dropped off, no big deal! She got irate with me and proceeded to tell me that she would be putting her driver in danger sending them back to pick it up since I'm angry now! I couldn't believe she even said that to me. I asked what she was talking about and stated I was not angry I was upset about her promising me one thing, not doing it and giving me excuses for why she hadn't done it whether it was because she was too busy or because the computer wouldn't let her. She started yelling at me, mocking me, and then told me she doesn't want to deal with my shit! Besides cussing at me, I mentioned she shouldn't be talking to a long standing paying customer with such horrible customer service and talking to me so rudely. She then said, "We'll you're no longer a paying customer since you're canceling the order! Plus, you do this ALL THE TIME!!" My jaw dropped cause I for the life of me couldn't understand why she'd said that! I've never argued with any employee there ever period. I've only complained about minor mistakes a few times within years.
So needless to say she tried everything she could to belittle me and be as rude as she could be because she was having a hard night. I never complain to get anything for free, I only ever ask for things to be fixed or the equivalent to what we've paid for. I hate the fact that I even feel the need to write this review that I'm sure only a few people will see. I called another store in Kansas and asked for the DM name and asked that they give her my number and have her call me to hear my complaint. The employee happened to be a manager and she asked what had happened, I gave her the gist of the ridiculous situation and she laughed in disbelief that they treated me that way. She was super nice and apologized so many times for such crappy customer service. I assured her it wasn't her fault and appreciated her even listening to me! I highly recommend any other Marco's besides the Topeka location. read more
