Marco's - Jacksonville

Terrible customer service (very rude). The gentleman making pizzas came up to the counter to check us out. While completing the transaction, we watched him picking food out of his paint chipped fingernails, then went right back to touching raw food/pizza. Pretty disgusting!

We visit this location regularly because the service is good and the cracker crust is delicious!

FLY IN FOOD AND HORRIBLE CUSTOMER SERVICE!!!!!!! I ordered food for my family and I around 730 so that it could be ready for us to pick up and we head home after a long day. After arriving home I folded back the foil of my bone less wings and it had a fly. At that time I called Marcos so that it could at least be ready by the time I got back to the restaurant after already arriving all the way home. No one answered I was in hold for over 30 plus mins. When I arrived I explained to the manager what happened and that I was still currently on hold and at that time there was only 1 customer in the building so I was confused as to why I was on hold for such an extended period of time. I expressed to the manager my frustration and told him due to inconvenience I would like to be compensated by an additional item and or refund plus fresh made wings and he said it was against the companies policy but he could off me a coupon for bread sticks, that statement absolutely pissed me off but what made it worse was instead him listening to me he was pulling polish of his finger nails but I still remained calm and asked if I could speak with someone else and he said he was the manger so at this point I realized we are clearly not going to get anywhere. I'm just very pissed because not only did I waist my time I waisted my money because I don't even want the remade wings anymore because the low level of service and lack of care received when the fault was on the employees. I would honestly think that I inconvenienced them the way they were acting. Marcos I have been a customer service manager for 10 plus years and the staff truly needs some better training. If the situation was handled better I would have continued to eat at Marco's but the horrible customer service received tonight has lost me as a customer forever. P.S customer service is key.

UPDATE- After writing this post I was contacted immediately by corporate who apologized and honored the original credit that was promised. We ordered pizza and wings a week later and the service was top notch and the pizza and wings were delicious. Thank you Marcos for the outstanding customer service and winning our business back!We often order take out pizza as it’s right down the street and easy/yummy meal for the grandparents when hosting family over and out by the pool. We recently had 3 terrible gluten free pizzas that were burnt, no cheese and basically not edible when we brought home. We called to share this with the manager that day (gentlemen whose name we didn’t get) who was apologetic and shared they were understaffed that day- as a service recovery he was going to extend a credit for 3 pizzas. We recently called to redeem the credits on Father’s Day and were told we only had 50 points but you needed 100 to use points as a general rule and she would grant us 50 more but they wouldn’t go into affect until the next day (100 points still wouldn’t be sufficient to make up for the 3 replacements pizzas we were promised). After back and forth with the manager that day she acted like we were a burden and inconvenience to her day. She said that’s all she could do based on corporate rules which left us in a scramble on Father’s Day to figure out a new meal for the group. I’m very disappointed in the customer service given we order from Marco’s at least once a month for our family off 7. We shared with the manager we will never been ordering again and will share our experience with all our neighbors in the area and she did nothing to try to recover us as loyal customers. As someone who is personally works in hospitality industry and my husband who has owned many restaurants this is absolutely embarrassing customer service and felt the need to share it which is something I typically never take the time to do.

We love Marcos . Pizza always hot . They have the best salads and great deals .