Marco's Pizza — Restaurant in Crystal River

First time here at this establishment and I'm a reviewer for Trip Advisor, Yelp and Google. The "older" cashier was distraught over an order that she 'missed' and ignored customers waiting in line. I was customer #3 when I walked in. After watching her complain with another employee about her missing the phone-in order, she 100% ignored all of us in line. As customer #4 entered behind me, customer #1 walked out. THEN came Lauren whom was actually putting the pizzas in the oven and sporting a company t-shirt covered in her 'hard work' with the dough. SHE was the saving grace for this restaurant. While all the other employees were milling around doing their 'thing', Lauren saw us waiting, stopped putting the pizzas in the oven and began taking our orders. ALL of our orders. If I see 2 employees at any given restaurant with Lauren's flare for 'getting it done', I'd weep with joy. I would've given this restaurant a highly dissatisfied/poor rating were it not for Lauren. I did get a gluten free cauliflower crust Pizza which was very good which further caused me NOT to give this restaurant a bad rating. I had ordered it online and was there to simply pick it up. The crust was crisp and perfectly done, the vegetables I ordered on top were fresh. I'll definitely order these from this restaurant since I was recently placed on a gluten free diet by my doctor. So...I'll give Marco's Pizza Crystal River a "satisfied" rating due to Lauren and one very good pie. The staff needs customer service training however, because just ONE employee does NOT make a restaurant. The customer has GOT to come first above any 'issues' an employee is facing personally. That is the bottom line. Management: DO have a talk with your team OR make Lauren the assistant manager. She should be! I'll be back and we'll see what happens next time. PS: I changed the review from a 3 to a 4 star due to the owner, Mr. Z. Gregory, who took charge of the situation and called me after I left this review. That is one of the few times a manager has reached out to remedy a problem so I'm sure that this Marco's will reach my 5 star status with a little tweaking of the personnel. It IS one fine pizza...

I ordered my pizza at 8:40pm with a delivery estimate of 9:15 -9:25pm at 9:55 I called to ask where my pizza is my pizza was enroute at that time it was 1 hour 15 minutes since order was placed and a very friendly employee advised me and time now and that the delivery guy is new and also the only delivery guy they have at the moment so slightly annoyed but understanding the situation I hung up and waited for no driver to show so I called back ,mind you we are now at 2 hrs or just shy of that I was hangry as a @#$__ I was put on the phone with the manager who sounded very apologetic and said he's remaking my pizza and explained the trouble with the new delivery guy which I understand happens and that he would be personally delivering my pizza ,before I hung up I asked could I have the pizza that was originally intended to be delivered for my babies ( 4 170lb great Dane puppies) he said absolutely , when he got to my residence with a firm handshake he again apologized and couldn't express more his desire to fix the situation and he proceeded to take out 7 freshly made pizzas 3 labeled FF or me and one for each of my pups all different toppings on each and 2- 2 lltrs /of pop , I without a doubt was left speechless this manager is the appitamy of doing your job to best of your ability , he didn't have to do anything in fact that was what I kinda expected because most restaurants just dont care , Marcos pizza in crystal river is a top notch pizza maker with a manager that puts the customer at the highest level of satisfaction I've ever experienced if all restaurants operated like his it would change the game, not only did he eep my business I am now unofficially the new sales promoter for his location , 😉💯 so citrus county feel appreciated and get treated like royalty and go get a delicious pizza from Marcos and tell them Chad sent you , Thank you very much Marcos crew keep it up this town needed a place like this !!!! Beyond satisfied customer...

My wife had been WAITING for the open light to turn on and the hype to chill a tad ... plus maybe let the new workers learn their ways of course till we stop im her fav place now in my hometown. Instead of being "WOW"-ed like we thought we would get ( from other Marco's-Titusville, Deltona, Tampa, Tallahassee, Orlando-i can go on) we we slightly...really more, disappointed. Like many comments ( which i should have read before) lack of sauce and cheese were throughout everything that we ordered. The pizzas were something cheese wise could "pass" however many spots were visually showing NO cheese. What was not acceptable or edible was the apparent "cheesy" bread it was more just bread and not cheese, really. I think i was more shocked on this then anything. And overall very sad. I had high hopes since things seemed to start out great when the pizza was done on time amd the employee offered to hold the door for me. I truly have low hopes we will be back since we have visited this chain in many many other locations throughout the state. Maybe in a long while better things may come to this business but as i read though the comments, most seem to be the same-so far. Fix whats broken. Figure out how to contact your customers via something without social media, most of us (me included) do not us Facebook, X (formerly Twitter), or...