Upon our very first visit to Marco's, we were thrilled with our order; we had the cheesesteak pizza and French fries. All was great, so much that we came back shortly following this visit. The second visit was not as good as the first, however, we decided to try again. We did again order the cheesesteak pizza and French fries, but this time we added the garlic knots, which were very tasty. We returned two or three more times and with each visit, the quality of the cheesesteak pizza seemed to decline. Our last dine-in experience was the last for that pizza, however the cheesy garlic bread was really good.
My coworker and I decided to order pizza at work and have it delivered just a few days ago and that was the worst experience to date I have had with Marco's. My coworker always spoke highly of their pizza and Stromboli, so we gave it a whirl. The delivery driver absolutely creeped me out and I made sure to let the "manager" know this. We were very busy at work and unable to dive right into our pizza, so it sat for roughly 5-10 minutes before we could eat. The box was taped shut, so neither one of us opened it to see the quality (or lack thereof) we had received. Clearly, this pizza was mishandled in transit because one side of the crust was folded over and smashed into the cheese and the other side had a run-off of cheese and grease all over the inside of the box. Neither one of us were pleased with what we received and said we would never order from there again. My coworker expressed to me that he had referred many people to Marco's over the course of his employment with our company, as he lives in another county and does not regularly patronize this business. He said he would never recommend them to anyone again.
I called (after we ate the mangled side) and let them know how displeased we were and asked what they would do to remedy the situation; the young boy on the phone said, "It's not that I don't trust you, but could you take a picture and send it to this number, so we can see to what you are referring?" To which I replied that we had already eaten half of the pizza because we were so hungry and as we ate discussed how displeasing and unsatisfactory it was. He informed me he would get back to me to let me know what [they] would do moving forward. He did not reach back out to me. By this point, my level of agitation had risen and I called them again to discuss their decision. I was told someone would deliver another pizza and told them I got off in 13 minutes, so that wouldn't suffice. They offered a credit instead and my coworker looked at each other like "Meh" and agreed to their offer. I had two days to stew on this as the charge sat in "pending status", so I {again} called to speak with a manager to explain the situation; the girl with whom I spoke was the same girl from the day we ordered and while she was "nice", there was a lack in her authority as a manager because she had to confer with the owner. I requested a full refund be issued as I was so disappointed and had no desire to have anything from there ever again. I clearly heard him in the background that he would in fact NOT be issuing a refund and was very unprofessional about it. His stance was that he already tried to send another pizza or do a credit and he was rectifying it by doing so.
I decided to call my financial institution to dispute the charges as I was charged for something that was "defective" and "dissatisfied". I was informed that if the vendor did not agree to the dispute, I would then be charged 30 dollars.
The pizza wasn't worth 5 dollars, let alone the 22.03 I was charged, and certainly not a possible additional 30 dollars, so here I am leaving my first non-five-star review.
I even told the girl on the phone that their pizza wasn't worth the charge and I could go to Caesar's Pizza and Wings on Roosevelt Ave and get two large cheese pizzas for 20 dollars.
I will never again patronize this business or any of their other businesses.
**The evidence is clear that the pie was tousled in the box due to the grease coating on the corner of the box. {Again}, we ate the side that had the crust bent over into the cheese before snapping a photo. Initially, I wasn't going to say anything, but as time passed, I was more irritated by the presentation, hence the photo [after] we ate some. read more