Marco's Pizza — Restaurant in Aurora

Do not order from this place they ripped me off I placed and order with them February 7th and it was around 4:30pm and I ordered so much food that the order came to $56.65 , and I get an email from Marcos at 5:23pm saying they I received my order and I immediately called them and the lady on the phone told me to wait at least 15 minutes because the driver just left and I told her that I will never order from there again and I want a refund and the lady on told me that she give me one and I gave it about 25 minutes and I called back and the same lady that I spoke to before tells me that the food was delivered and I told here that I didn’t get anything well the driver says she dropped it off and I told her once again that I didn’t get the order and I asked for a refund again and she told me once more that she would be issuing a refund and while I was talking to her I had a medical emergency and then I get a call from another employee telling me THAT THE DRIVER DELIVERED MY FOOD TO THE WRONG PLAY AND SHE SAID THE DRIVER TOLD HER THAT NO ONE ANSWERED THE DOOR SO THE DRIVER TOLD ME THAT I COULD GO AND GET THE FOOD IN FRONT OF SOMEONE ‘S DOOR AND WHOEVER I WAS TALKING TO TOLD ME THAT I WOULD GET A REFUND AND DAYS GO BY AND NOTHING AND I WAITED UNTIL FEBRUARY 11TH AND I SPOKE TO THE SUPERVISOR AND SHE ASKED ME TO TELL HER WHAT HAPPENED SO SHE COULD TELL ME THAT IF A REFUND WASN’T ISSUED WITHIN THE FIRST 24 HOURS THEN THEY ARE UNABLE TO ISSUE , WELL IN MY OPINION THE GIRLS THAT I SPOKE TO HAD FROM FEBRUARY 7TH UNTIL FEBRUARY 8TH TO ISSUE A REFUND IF THEY REALLY WANTED TO GIVE ME ONE, BUT THEY ISSUED ME A STORE CREDIT, THEY CAN STICK THAT CREDIT SOMEWHERE. Please don’t insult my intelligence you are trying to make people think that you are trying to help but your if you want to help me then refund my money, it was your...

Okay food, awful staff.

I ordered curbside pickup, with cash payment.

The Good:

The food wasn't terrible, but could have been better had it been warm by the time I got it home

The Bad:

I didn't leave the house to pick up the order until I received the notification that the order was ready, and still waited over 10 minutes to pick up my order after I arrived. (despite an empty parking lot and no people coming/going from the building)

The person that brought my order out forgot to ask for payment, and I had to remind them.

After paying the person never returned with my change, I had to call the store (approx 10 minutes later) to ask for it. And the employee who brought my food tried to claim my change as a tip.

The person who finally brought me my change (who claimed to be the manager) was exceptionally rude and visibly irritated.

They initially brought me the wrong amount, and then tried to claim that the total on my receipts was wrong. (I had both the email and printed receipts showing the correct value).

The Ugly:

And the cherry on top: When they (begrudgingly) brought my my correct change they decided to insult me on...

Bad experience today. We live in the neighborhood and frequent this location really often. The pizza and service have always been wonderful, and we are always proud to support Marco’s. However, today while I was inside waiting for my pickup order I noticed at least 4 employees making the pizzas with no gloves (maybe that’s normal, ok) and no masks on for an extended period of time. I get that not everyone is gung-ho with masks and that’s cool but if you’re working in the food industry right now and your place of business claims to be taking appropriate precautions I believe it’s a big deal if those are not being enforced (quite obviously, I might add). For some of us it’s a big step to be eating out right now, and we want to go somewhere we trust.

I did let a manager know and received an appropriate refund when I declined my food. I would have appreciated an apology and/or an acknowledgement that they would do something about it. The manager kind of brushed me off about it, so my takeaway is that they really don’t think it’s a big deal and are not taking precautions. I think they could have earned my business back if handled better....