Marco's Pizza — Restaurant in Katy

Marcos has become a new favorite pizza place for my wife and myself, but the nearest location is temporarily closed. This one is the next farthest option and I've tried making carry out orders on several occasions. I have yet to successfully make an order by calling because I'm placed on hold long enough that I have drove all the way to the location before anyone picked up. The longest was about 20 minutes before I just hung up as I walked in the door. This has been a constant whether they've been extremely busy or not, I've observed both employees standing around at times and instances where there were too few employees to handle the orders coming in. Once I've made an order at the counter my wait time has ranged on average from 45 minutes to an hour, I consistently order a simple 'lite' medium cheese pizza and it still seems to take far longer than it should. I used to manage a pizza place myself and it certainly doesn't take 45 minutes to an hour to make/bake a medium 1 topping pizza.

In one instance I could overhear the employees talking about my order a full 45 minutes after I made it, realizing it wasn't made and making it within a 10-15 minute window.

In a second instance the manager or owner said something about my order being incorrect. He then gave that incorrect pizza to the previous person waiting and told me they would remake mine, but I had already been waiting for 45 minutes at that time as had the woman before me. I would have happily taken the other pizza because it was still just a 1 topping cheese pizza that wasn't on the 'lite' crust, just to get out of there at a reasonable time.

I only gave a 3 star because the food quality is consistent and good. Otherwise the service...

I will not ever order from this location again, nor will I recommend them to anyone. I ordered two XL pizzas. I live a few minutes away from the location less than 10 mins. When I got home and tried the pizza it tastes old and dry as if it had been sitting for days The other had a thicker crust, but was okay. I called asking to have them remade and was told they could not do a remake, because from what I was told they make their pizza daily from fresh dough. I asked why one pizza dough looked thin and the other thicker. I was told it was due to the type of dough. If the pizza was fresh and not dry bread tasting lime it had been sitting, to be resoled from a canceled order I would not have called. I am very disappointed as I spent $31 on pizza that has to go to the garbage. And not given a valid reason why they could not remake the pizza from a customer complaint. I also told them I would bring both pizzas back. This was so that they would see that my complaint was valid. They still refused to remake the pizzas. I will also be sending third complaint to their...

Lukewarm pizza delivered 30-45 minutes after ETA that was given when I placed my order. And they STILL got my order wrong. Ive always been a big fan and a huge promoter of Marcos over other chains. But I noticed this location struggles with getting things right. Last time they forgot parmesean and pepper packets, the time before that they didnt include the garlic cup I selected. (I realize these items are complementary, but they shouldnt offer them if theyre not going to include them when you request them). I tried to call to speak to a manager but couldnt keep waiting on the long hold time. Theres almost always something wrong with my delivery from this location and its...