| rev:text
| - In January 2018 I revised my review of Marco's Pizza. This particular pizza place started giving shoddy customer service since my last review on July 2017: forgetting to add ordered items to our pizzas/subs, not toasting a sub when asked to, omitting things like marinara sauce, salad dressings, etc.
In January we had ordered two subs...a 12-inch Turkey Bacon Club for my husband and a 12-inch Meatball sub for me. After putting in our online order, a few minutes later we received a phone call from a Marco's employee who informed us that they were "all out of meatballs" and asked if we wanted to order something else. So we ordered a second 12 inch Turkey Bacon Club for me as well as extra green peppers that we always pay extra for. The employee thanked us for being understanding, told us when to expect our order, and we all hung up.
The order arrived early...not a problem. Lol.
Neither sub had the ordered green peppers on it, though...a problem.
I decided to call Marco's Pizza and let them know about the omission. The employee who answered the phone stated I'd have to speak "with the manager". So I said "alright" and was placed on Hold for approx. three minutes...not a problem when you know you're calling during peak supper hours.
A male voice came on the line...said his name was "Wesley" when I asked...and adamantly informed me that I had "never ordered any green peppers" for my sub. I told him that I had and that I simply wanted to know if I had been charged for this 'extra' item not received. Wesley then raised his voice and agitatedly informed me that I had "never" ordered this item. When I asked how he knew what I had or had not ordered, he said my order slip was in front of him and that no green peppers were listed on it.
When I asked him to please lower his voice since I hadn't raised mine, Wesley accused me of speaking to him "like a child"! When I asked if it was possible that whoever took my order simply forgot to write down the extra green peppers, Wesley then stated that the only thing he could do was to send out another sub while taking back one of the two subs we had sitting in our kitchen.
Since Wesley sounded like he was getting ready to have a melt-down, I told him it would not be worth the gas and time to exchange one sub for another but that he needed to know that we were good customers who have been experiencing things left off of our orders for the past year. And then Wesley...dear Shift Manager Wesley...hung up on me!
(FYI for anyone thinking I live in one state while being paid to give reviews elsewhere:
My July 2017 review of Marco's Pizza was made while we were temporarily staying in Gastonia, NC. (A family member needed our help regarding a problem.) Our residence was still Florida.
Since that time my hubby was offered a great job here so we are now permanently living in Gastonia, NC. Thus the change now in my listed 'Location'.)
Update on this particular Marco's Pizza: We recently met a person who has been employed by this Marco's. She told us that Wesley is no longer employed there...that he was "let go about a month ago".
Because the food is good, it might be worth your time to give this Marco's Pizza another chance. I don't know how long Wesley worked for them nor if he's the one responsible for the poor Customer Service others have reported for the past year or more. I think, though, that the new Shift Manager needs to be given a chance to show he/she is capable of managing a crew and providing good Customer Service.
P.S.
IMHO, the buck ultimately stops with the General Manager/Owner of this pizza place. To have allowed such poor customer service to continue for a year and longer gives me the impression that this person might have had the money to open up this Marco's Pizza but either doesn't know what he/she is doing or doesn't care...or both.
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