My husband and I decided to order dinner from the Marco's Pizza location in Saraland, as Marco's…read morehas traditionally been one of our favorite places for pizza. Years ago, we first became customers at the Daphne location, where we consistently received outstanding food and exceptional customer service. Unfortunately, our recent experience at the Saraland location was the complete opposite.
My husband ordered two thin-crust pizzas--one pepperoni and one supreme. When we received our order, we discovered that the supreme pizza had not been made with a thin crust as requested. We returned to the store simply to have the order corrected.
When we brought the mistake to the attention of the employee, Dominic, instead of apologizing for the error or offering to remake the pizza, he immediately became argumentative. His comments suggested that my husband was being dishonest about the order, which was both unnecessary and disrespectful. Rather than resolving the issue with professionalism, he chose to argue with us.
I informed Dominic that his behavior was unprofessional and that I intended to speak with the store manager or owner regarding our experience. His response was, "Tell him to give me my check that he owes me." I found this statement to be completely inappropriate and very concerning. It demonstrated a lack of professionalism, respect for customers, and pride in representing the business.
What happened next was equally disturbing. After we returned the incorrect pizza to be corrected, Dominic turned around, opened the pizza we had returned, and began eating it in front of us. I found this behavior to be extremely inappropriate and unprofessional. It reflected a complete disregard for basic customer service standards and workplace professionalism.
When the replacement pizza was finished, there was still no acknowledgment or courtesy extended to us. Dominic simply handed the pizza across the counter without saying, "Your pizza is ready," offering an apology, or making any effort to end the interaction respectfully. There was no attempt to restore our confidence as customers.
The mistake with our pizza was not the primary issue. Mistakes can happen in any business. What was most disappointing was the way we were treated when we politely asked for the order to be corrected. A sincere apology and a willingness to remake the pizza would have resolved the situation quickly.
I was also disappointed by the overall appearance and professionalism displayed by the staff. Employees represent the business, and customers expect them to present themselves in a manner that reflects pride in their workplace and respect for those they serve.
This experience has left us extremely disappointed. As longtime Marco's Pizza customers, we expected much better. Unfortunately, because of the poor customer service, the disrespectful treatment we received, and the overall lack of professionalism displayed during our visit, we will not be returning to the Saraland location.
I hope this complaint is taken seriously and that appropriate action is taken. Every customer deserves to be treated with courtesy, professionalism, and respect. While mistakes with orders can happen, there is no excuse for argumentative behavior, disrespect toward customers, or the lack of professionalism we experienced during our visit.
