Marco's Pizza — Restaurant in Bulverde

DO NOT ORDER HERE OR YOU BETTER HOPE THERES NO ISSUE BC THEY DONT CARE ABOUT FIXING IT. I have been coming to this location since they opened. I’ve had nothing but great things to say about the food quality and the service, until now. A few weeks ago I picked up my order and when I arrived home, found it to be incorrect. Well, I spoke w/ a lady who apologized for the mistake and said our next 2 LG pizzas are free to help fix this. I asked for some kind of email/coupon to have for proof, to ensure it’s honored. She said they don’t have anything to give me, but not to worry because she will make a note in my profile. So due to my previous good experience with them I trusted it. Today I decided to go ahead and order the 2 free pizzas. Called and spoke to the same girl (didn’t get her name) and she said she was the one who spoke to me last time and she remembered me. So I placed my order and was told it would be about 20 mins. I went to pick up my order. Coleman came and brought the pizzas up to the counter and proceeded to tell me my total. I explained the situation and asked to speak to the woman who I spoke to on the phone. He was rude and smug and was insistent that I tell him the date of the original messed up order. So I looked it up in my app and gave the date. He looks up the order and said he could only honor one of the pizzas as they only have one pizza on that order that was messed up. I explained that we were promised 2 free LG pizzas to fix the last messed up order and that it should be noted on my profile. He said it was not. I asked him to call her and he refused. I asked to speak to the manager and he smugly told me he is the manager on duty. So I explained that I wouldn’t have wasted my time with all this if I knew it was going to be a problem. This is why I asked to have something in hand proving what we were promised. So I asked for his bosses info and while he refused to give it to me, he did agree to give me his name (Nelson) and told me he would be there the next 2 days. So I left without the pizzas and will be returning to talk to Nelson. I am so disappointed that this WAS our favorite local place to go to for pizza and used to have great service. I left so mad that I came up there looking dumb just bc shift changed and he didn’t want to do anything to honor what was promised, including just reaching out to the person who promised it. He said she was in training as if she didn’t know what she was doing. With that said, I’m super sad that this is yet another local restaurant with terrible service. That seems to be more of the norm around here unfortunately, so I was happy to have my couple of places that still had good service. I don’t think I will be ordering from here anymore. Service is super important to me, and I have no problem taking my support elsewhere.

UPDATE 9/28/24: Called and spoke with manager Nelson who was absolutely no help at all and was completely unwilling to verify anything with the person who promised the pizzas in the first place, and was also completely unwilling to do anything at all to fix even my first messed up order. He proceeded to tell me nobody should be authorizing anything free unless it’s him. I get that, however, that needs to be relayed to his employees. He said there was no notes and no proof of my messed up order so he couldn’t help me. I gave dates and all. He then told me 3 days ago the system shows I had 2 pizzas delivered to my home for free which was completely a lie. I haven’t gotten anything since the original order of 9/10/24 , and wouldn’t be here wasting my or his time if I did. Also, I don’t do delivery, I always pick up. Not to mention, If he has to authorize every free pizza then why did he not remember authorizing this 3 days ago? So I have no idea if someone stuck that note in there to CYA or what, but I had no pizzas 3 days ago delivered to my home. I then told him I wouldn’t be supporting this location any longer. He said to do whatever I want and...

This is literally the best marco's pizza I have ever been to! Every single time I go here I get absolutely 10 star service from the manager, she is literally the best person in the San Marcus/Bulverde area. If you ever wanna make sure you have absolutely the best Marco's pizza experience, you NEED TO go to this Marcos Pizza. This location is the best Marco's pizza, it might as well be a standalone restaurant. I prefer this pizza, pasta, salad, and sandwiches over every other pizza, pasta. And sandwich restaurant in a 30 minute drive from here! That's saying a lot, because in the hill country driving 30 mins basically is the sane as a normal and easy drive to the store. If there was better, I wouldn't let the distance make a difference, so this location being so close to the hill country makes it even better!! I make the order for pick up as I am driving over sometimes and by the time I get there in 15mins it is ready and hot straight from the oven! If I make a mistake while making my order on the app the manager is more than happy to help me as long as I am doing my best to be a good customer. 100/100...

Ordered using their website at 6:54 pm. Promise time of 7:34pm. At 8:10pm, 40 minutes after promise time, I have to call the location to find out where our food is just to be told the driver left 20 minutes ago. When we receive the food, the driver appologizes for the delay saying he is not the normal delivery driver. We received the food and upon opening the pizza box, find out it is missing 1/4 of the cheese. So, nearly 1 hour and 15 minutes waiting for a 30 minute promise time just to receive a portion of what we ordered. Either be ontime with a portion of the food or delayed with the complete order, not both. If you're going to be late, CALL THE CUSTOMER. Very disappointed. Also, this is not the first time with this location. We have ordered pick-up in the past just to find out they made a vegitarian lovers instead of a meat lovers. We were told we were "put on a list" for a free one next time, but that was just a lie. Left 2 stars on the atmosphere assuming their atmosphere matched their service and their product...