Marco's Pizza — Restaurant in Hoover

After almost 2 weeks of waiting on a manager to get in contact with me am I writing this review.

On 02/16/2024 at 3:55, I ordered 2 pizzas on the app to be delivered. I had an estimate of it being delivered by 4:30. By 5:30 it was still not delivered. I just assumed they were busy and it was gonna be late. My husband called the store to check on it and the person he talked to told him it was out for delivery and would be there shortly. I then went and looked at my email to see if there was any notifications on my order. That’s when I saw that it was constructed at 4:00, baking at 4:03, on its way 4:37 and delivered at 4:38. By 6:00 I called the store and spoke to someone and told them my order has not been delivered. He told me to hang. About 4 minutes later he started asking me why I was on the phone. I then told him about my order again and how it has not been delivered and gave him my order number. He then told me to hang on and he would look it up and he would call his driver. He then said yeah I see it was delivered but the driver lost your order. I then ask if they could remake and send the order. He then said yes. We will remake your two pizzas and send them your way. I told him I appreciate it very much. He then said since they lost my order and it’s been so long of a wait he would refund it but still make the pizzas and deliver them. I NEVER received those pizzas.

It is very disappointing and frustrating to be a loyal customer and be treated this way. I love Marcos pizza. I don’t normally complain but I do not want anyone else to be left high and dry like me. To say my family was upset is an understatement.

To make matters worse, I was asked to fill out a survey on my last order. I even stated in the survey I wanted to be contacted by a manager and still have not received a phone...

Marco’s for several years has been our Friday night treat. We ordered so consistently the workers would see my wife’s vehicle and bring it out to her. Delivery was smooth as well. Since the beginning of the year, there seems to be a change. We have ordered 6 times. 2 times both pizzas ordered (ordered 2 each time) were burnt. 2 times it took about 2 hours for delivery after calling. (Pizzas were cold). This last time, the app said delivered 3 minutes after we placed the order (obviously could not happen). After an hour and a half we called. As in the past with late delivery orders, they said they transferred the order to door dash and it was picked up. They offered to make it again and we went and picked it up.

Delivery for us has been a challenge and it seems like it’s when they transfer the order to door dash. Keep in mind, we using the Marco app and someone at Marco’s transfers it. At that point there seems to be no accountability. I’m not sure if the dasher doesn’t get the tip we place on the marco app or they realize they won’t get a rating either way so they don’t deliver or do not see it as a priority. This has happened too many times for it to be a coincidence. Something is wrong when door dash is used by Marco (not us as we used the Marco app to place the order).

Love the pizza, but we are taking a break for awhile. If we return it will be pickup only.

My advice for Marco’s is to turn off delivery if you cannot execute. Would be nice to know at the beginning it’s better...

Our first order on 9/29 was great. I thought we had found the replacement for Jets pizza and a superior alternative to Pizza hut. There was plenty of meat, cheese, and sauce on the works. The big cheese was as advertised. Our second order on 10/16 did not go as well. The works had plenty of meats but lacked cheese and sauce. The big cheese again was as advertised. I don't understand why the pizza commercials show you a pizza dripping with cheese but I can't seem to get one of those pizzas. Ordering with extra cheese doesn't always work and I shouldn't have to be doing this in my opinion. Our third order the deluxe was all right but this time the big cheese was not! It had puffs of dough without sauce or cheese and was overcooked. It was pitiful! We were able to salvage two pieces that were edible. We called to complain and were given a refund. Thank you. The employee said they were experiencing issues. If you know you have a problem shouldn't you be checking the pizza before giving it to the customer? I accept partial responsibility for not checking before I left. However, this primarily rests on the...