Marco's Pizza — Restaurant in Independence

My husband and I had a long, exhausting week, and we just wanted a pizza, breadsticks and cinnamon squares. I put in our order for delivery at around 8 pm. The manager said 30 minutes until the delivery time. I was very clear about my address and street name! At 8:45 I get a call from driver # 1 saying he’s at my house. He was clearly not at my home! I live on Osage Village Drive but the manager out in Osage Street! Thst address and my address are 15 minutes apart from one another. I gave him the correct street name and no pizza order ever showed up! I called back and spoke to the manager. I addressed the street name issue and she promised to get us our food asap! Driver # 2 calls and she gave him Osage Street too! At 9:30 pm thst driver called and I told him I didn’t want an hour and a half old order! That our food was to be considered “ dead “ after being in two drivers cars now driving our food all around town and back to the store and back out all over town again! I called the manager again and she promised that a Marco’s delivery driver had our fresh cooked food at would be at our house on Osage Village Dr in 10-15 minutes. Again Driver # 3 was also given Osage Street 15 minutes in the opposite direction of where we live! Three times in a row - REALLY!!?? By 10:30 at night we still had no food and we were very upset and frustrated! I received a text message from a random person late last night saying they have our food, with a photo of our food on their kitchen counter! It said - Dear Mr. Smith, I believe your order was delivered to our house so you may want to call the store and speak to their manager! The manager was very rude, had an attitude and she had no clue how to rectify the situation. I guess being rude to customers who paid for food and never got it was the best option. We need a full refund for food we never received and an apology for the crappy customer care or the lack there of. It sad because we have loved eating here ever since they first opened this location. We have been long time customers. Guess we will take our business to Square Pizza or Papa John’s...

Customer for 2.5 years and Daniel was very condescending and rude to my pregnant girlfriend over the phone. She had an issue with the App permissions and called instead which should have been easier. When she asked if she could use the coupon, he asked for the code, and she was trying to explain that she couldn’t figure it out in the app he refused the coupon even though she was trying to ask if we could just show it to him when we went in to pick it up. He said “it doesn’t matter, some coupons are app only and it won’t work even if you bring it in.” I figured out it was a permissions problem with the app brightness or whatever so the app could control some aspect and called back for her. When he spoke with me, his tone changed and he said that we could bring it in and wouldn’t even take the app code, which was the only option that he was giving my girlfriend. When we tried to explain the issue calmly at the store, we were not charged for the breadsticks after all with no coupon, and we wanted to speak with him AFTER the other customers left as to not make a scene because we didn’t want to argue. He must have wanted to argue because he spoke over me twice when trying to explain the app situation calmly, and said “ok you are NOT GOING TO ARGUE WITH ME IN MY STORE” and tried to give us the pizza for free. We said we wanted to pay for it, but he said we didn’t have to because it was free. We refused the pizza and let him know that he lost customers. I’m appalled at the conversation and how he treated a woman over a man on the phone, and even though we love the pizza we will never go back. Apparently he owns the franchise and fired the manager. Called the police because we were asking for John, (manager for our tenure) and was belligerent to us while we left. We had a few choice words for him after he called 911 on us, because we were nothing but trying to get to the bottom of the explanation up to that point. Very disappointed that is the manager.

*below is a public facing "apology" that they said "errr sowwy" but never...

My first time trying Marcos it literally took me back to childhood! The flavor of the ingredients, the sauce, and the homemade crust were all 5 stars hands down. Had the old world pepperoni, cheese bread, and cinnamon my second time. You can taste the love put into making these pizzas! The only reason I give 3 stars is because on my second visit 1, NO ONE was wearing gloves. I make bread from scratch myself and I know for a fact that whats under your nails will definitely be in the dough without gloves. Second I saw one guy come in from a smoke break and walked right past the sink, and proceeded to complete orders with his filthy cigarette/nasty door handle hands. Also a driver we saw smoking as he pulled up went straight into the kitchen to help with the raw dough without washing his hands. NOT ONE PERSON said a word as he stuck his nasty hand into the dough and began stretching out dough balls. This was my second time in and it blew me away because the pizza is absolutely amazing but my daughter and I couldnt even enjoy it knowing the hands the prepared it were absolutely disgusting. I would really love to see gloves definitely since we're post pandemic and Im already weird about hygiene around my food. Hopefully next time they have gloves and possibly signs above the sink saying employees MUST wash hands. If not I prolly wont be going...