Marco's Pizza — Restaurant in Grayson

Been living at the same address for eight years. About six pizza orders ago I requested once in eight years in a telephone order for the pizza to be delivered to the pool. Fast forward to tonight I ordered pizza as usual. I remembered that the last time I ordered the driver said that there was a delivery note to deliver to the pool and I didn’t remember it when I was placing the order as soon as I hung up from ordering, I called right back, spoke with a young man, gave him the gate code, and said that “if there is a delivery note in there to deliver to the please take that out and deliver to the unit” the young man responded with OK. I after waiting for about an hour and 10 minutes I called back to check on the status of the order. I was told that it had been delivered to the pool. It is storming tonight and there is never anyone at the pool at night. Why on earth would the delivery driver would leave the pizza at the pool after I specifically asked for it to be delivered to the unit and for the delivery note to be taken out. I don’t know. I also don't know why the driver didn't call when he saw the dark empty pool at 9:30 at night. I went back-and-forth with the young man who took my order, Nicolas, over the phone who told me he was a manager (which I doubt), because I just can’t see a manager making this type of error. Why not call the resident something clearly wasn’t right. He did call the last time the order was sent for the pool and I asked them to change that then. Nicholas began telling me that I placed an order online previously and put the delivery note in. I don't place pizza orders online. What he was suggesting did not happen. After requesting several times to speak with a manager, I was placed on a very long, hold and was hung up on. I called back calling back at which point I noticed that my calls were being intentionally diverted. I just kept calling finally someone claiming to be a manager answered the phone. I was thinking "I’m finally about to get a resolution to this problem and either receive a refund or receive my order. The young man answering the phone (The manager) said that "I" put it in the system for it to be delivered to the pool and that he cannot change it… So basically the error that was the company's was actually my fault. To be clear I’ve never placed an online order with Marco’s. There was once probably about 4 to 6 orders ago, where I verbally asked for food to be delivered to the pool. Since This time I specifically asked for the food to be delivered to the unit. Granted, I called back about less than five minutes after I place the initial order, but the young man answering the phone was able to locate my order and confirm that he would put in the gate code, and have it delivered to do unit. The person claiming to be a manager hung up the phone on me repeated and avoided my phone calls for the rest of the night clearly intentionally. This was horrible customer service I don’t know who did the most recent batch of hiring but this is not my first time having a problem with an order this summer both Nicholas and whomever manager was on duty tonight should be fired. This was horrible customer service, and I ended up having to walk to the pool in the rain to get my order which had been sitting there for an hour and a half through no fault of my own. If it wasn’t 10 o’clock, I would’ve gone to the establishment but I needed to feed my children and get them to bed. I will never order from here again keep in mind I’ve been ordering here for eight years. The last 2-3 orders have been horrible and the poor customer service I received tonight indicated that my business and professional customer service is not valued. To the owners, I recommend that you salvage what is left of your business reputation by terminating this new batch of young men you have working for you including those taking phone orders (Nicholas), delivery drivers, and your night manger working on Wednesday nights. Glad I found the cold pizza sitting on the wet ground at 10:05 at night and there were...

I placed an order for my family and I with no contact delivery. When our order arrived it was placed at our doorstep(which was fine) but without a bag and the box with our wings was unsealed and slightly open with hair dangling off the box. We don’t order often from this establishment, but the last time we did order, I called to inquire about their delivery packaging process and their employee informed me that they do in fact seal their boxes with sticker tape and place inside a bag. Not once did the employee state you have to request this be done each time you place an order.

So when we ordered online this time, we didn’t request it be sealed and inside a bag, because we assumed it would already be packaged properly per the last conversation had. So when our order arrived with the box UNSEALED and slightly open WITH blonde like HAIR strands AND the aluminum foil in the wing box not even covering our food properly; quite naturally we would not be interested in eating that food.

I called the establishment to express my concerns and the female who answered the phone preceded to say that their standard practice is to NOT seal their boxes or place customers food in a bag unless you ask. I then requested to speak with a manager and was placed on hold. Then the same female employee came back to the phone and asked what color the hair was as if that mattered. Hair is hair no matter if it’s the delivery guys, someone he had in his car or a pets hair…it’s all disgusting and should not be anywhere near food! Especially when the food is unsealed. It’s unsanitary and unsafe to say the least, especially when being delivered in someone’s car and with everything going on…virus’ etc.

The call was then disconnected and when I called back she asked if I still wanted to speak to the manager?! Duh!!! The manager Alex came to the phone and instead of being apologetic for the food delivery experience, he offered no solution and said that’s how their food is delivered and there was nothing he could do…no refund, Re delivery with proper packaging, not even a gift card to reorder inside a Marcos location….nothing!

Talk about poor customer service! If I could give 0 stars I would. We definitely will NOT be ordering from Marco’s again and I will be following up with corporate and also disputing the charges with my bank, as we did not eat the food and refuse to be charged for food we didn’t eat due to improper...

I called and asked for specialties and the lady I spoke with told me the large pizzas are $8.99 each . I told her I wanted one meat pizza and one big cheese pizza . So , I’m under the assumption that I’m getting each of those pizzas for $8.99 each. When I get to the store that I had to drive to because they don’t deliver to my address , I was greeted my the manager who told me my total was $53 I asked him to read out each item because I was shocked at the price. He told me that the meat pizza was $8.99 , but the big cheese was a specialty pizza , so it was $17.99 ; after I told him that the lady I ordered with told me I’d be getting them at the $8.99 price - he said I was wrong. Then he realized that she had applied the coupon to the meat pizza as well and took it off so then my total went up to $59.99 .. I said “how did my total just go up again “ he said that she had applied a coupon that was not to be used with the meat pizza. He said “we weren’t even going to participate in this $8.99 2-topping pizza deal because we can’t afford it” I said , but you can afford to throw out the two pizzas that I just drove 15 minutes to pick up and now I’m going to sit another 15 minutes while you make two different pizzas ? All around a horrible experience. He was rude and didn’t care that his employee lead me to think I was getting a deal .. wasn’t willing to work with and and never apologized once. He was an Indian man, for reference. And I won’t be back and...