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Business Profile

Pizza

Marco's Pizza - Genoa

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:09/16/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The last time ordering as a delivery my order actually went to the wrong town so today I decided to pick up my order. When I got to store was told the salad was made wrong and they would make a new one. Then they walked it up to me and handed me the bag, the salad was upright and only half full when I ordered a family side. I asked to speak with the manager. Then the manager came up and said no that is not right and he would have them remake it again. So the manager took the bag from me and walked behind the oven, as he walked away I walked to the end of the counter to make room for other customers and noticed the manager take the salad out of the bag, shake it up and place it right back in the bag then handed it back to me stating; here I just had it remade. Because they were so busy I was not going to make a scene. Totally unbelievable to have a "manager" flat out "lie" to customers. Maybe I should send my story to the Suburban Press that goes to the whole town of *****? If you believe this is OK then I will be contacting the Better Business Bureau. And also weights and measure of **** because this was not a family portion salad that I received and had to pay for. If you believe you can cheat people out of what they paid for, I guess the State can decide. While waiting for this salad I actually listened to 3 other people complaining, sad that your crew does not care about Marco's reputation. Maybe we need to all just take our business to Elmore or attend a town meeting to have another pizza establishment come in town.

    Business Response

    Date: 10/16/2024

    The customer’s food was remade by a different manager and was refunded the total amount of the order the day this occurrence happened. Manager stated that he was happy with his outcome. It was handled day off and the manager in the complaint was reprimanded.

    Customer Answer

    Date: 10/16/2024


    Complaint: ********

    For one it was not refunded, and NO it was not remade. But that is how it is these days we can just lie about anything and get away with it. If you really want to check it go to that date and time and check your camera they never went to the system and refunded my money and the manager just shook it threw it in a bag and gave it to me but like I said one can lie get away with it nowadays customers never right.

    I am rejecting this response because:

    Sincerely,

    ***** ****

    Business Response

    Date: 10/24/2024

    Hello, This is ******, the Area Supervisor for this Marco's Location. The manager in "question" has been reprimanded, in an appropriate manner, that has been handled by me personally. As for the refund in question. We are going to send a check in the amount of $26.97. This check will be sent to.

     

    ***** ****

    *** **** ******

    *****, **** ******

     

    Please be advised as we are now sending "payment" so any current "next order credits" under your name/phone number in our system are going to be removed as you will have your refund completed. I'm truly very sorry we were unable to meet your expectations on this visit.

     

    Again, we are sending a check for the "disputed" amount of $26.97 to the guests direct address as a refund. 

     

    Thank You.

    ****** K.

    Area Supervisor

    Marco's Pizza

    Customer Answer

    Date: 10/26/2024


    Complaint: ********

    I am rejecting this response because:

    Have it done time to see if I receive a check, still have not as of 10/25. Let me guess they sent that to the wrong town like they did my last delivery order . This business has gone down hill big time the last 8-10 years

    Sincerely,

    ***** ****

Marco's Pizza - Genoa is NOT a BBB Accredited Business.

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