Marco's Pizza — Restaurant in Cedar Hill

Things happen - I get it. HOWEVER, I work in customer service and when things happen you have to take action. This evening I ordered pizza. After almost an hour of it saying it was out for delivery it wasn't here. So I called the store only to find out the driver got a flat. Okay, understand.... Figured I'd sit it out and give it a little longer. So I waited for another hour.... Still nothing. I called the store back and requested for them to just cancel and refund me. As the lady was trying to figure out how to refund me she hung up on me twice (although I do not think it was intentional, it's obviously frustrating in this situation). I had to call her back both times. Then she proceeded to tell me a refund couldn't be processed until the driver got back to the store with the order. I'm not sure how that makes much sense but I'm giving her the benefit of the doubt here. I asked her to call me back when she gets the refund done when the driver returns. She said she would so I'm waiting on that now. I will say if I don't get a call back tonight, I will be up at the location tomorrow for this to be resolved. Nobody clearly wants to spend $71.xx on pizza not to receive it. I feel like some balls were dropped tonight. When the driver got a flat either someone else should have raced out to deliver the pizzas or if that wasn't an option, the customers who were waiting on pizza should have been contacted. It would have been cool to be given the option to come pick up fresh pizza if it couldn't be delivered.

Update : I ordered right about 7pm..... right around 9 is when I called asking for the refund. Got an email at 11pm saying the order was delivered ( it was not ). And it's now 12 midnight and I never got that call back that my refund was done. So , tomorrow I guess I'll be spending my day sitting at the location...

I went in to Marco’s to order a pizza today & when I ordered, the cashier told me it would be ready in 35 min. When I returned, it had been right under 50 min, she asked for my name & couldnt find my order, she asked what it was & I told her, she printed the ticket & said 15 min I should have said nvm, but I waited. I made it clear to her it had been almost an hour, but ok. So I left, returned 15 min later to find a diff cashier, he asked my name & he couldn’t find it, I gave him my order & he said it was voided. I said so it is not in the oven he looked & said no. When he called the cashier forward to ask her why it was voided, she was confused as me haha I told him it had been over an hour, they told me 15 min. I got my pizza for free (woohoo!), but nothing else. When my pizza came out the oven, the girl cutting the pizzas couldn’t find my ticket, so she tossed it to the side. This was the worse experience got a free pizza for waiting around for 1.5 hours. They weren’t rude, they just...

Yesterday, April 3 ...was my first time ordering pizza from Marco's I stopped last week and brought salad 's decided to try the pizza when I arrived my pizza in oven waited on her to fix my salad when I saw her fixing my salad with no gloves I told her to please put gloves on to fix my salad!! She said to me I just washed my hands I told her I didn't care it's still covid and she need gloves on ....then I saw the new young guy working the register not sure if he washed his hands go start to make pizza without gloves 🤔 I told him if the customer came in and saw him making their pizza without gloves they not gonna won't it...he then put gloves on and continue to make the pizza they need hair nets on and gloves always...I will not place my order online I will go instore to get my order to make sure they have gloves on.....The thought of it makes me sick...Go in store and see for yourself...I had the speciality pizza...