Marco's Pizza — Restaurant in San Antonio

I have been a loyal customer of Marco’s Pizza since they opened a few years ago. But my recent experience left me deeply disappointed. After placing an online order, the app estimated a 20-minute pickup time. I arrived punctually, only to be met with a lack of acknowledgment from the two staff present, despite being the only customer waiting. Even the owner, who was present trying to resolve a display issue, passed by me multiple times without any acknowledgement.

After a wait of nearly 10 minutes, a staff member finally approached me. She seemed unaware of my order and told me my pizza would be ready in a couple of minutes. However, 10 minutes later, I was informed they hadn’t even started preparing my pizza! When I decided to cancel my order due to the prolonged wait, the owner displayed a surprising level of agitation and pointed to his own problems with the store’s display as an excuse.

Customer service is paramount, and this experience was a letdown. Accurate communication and setting the right expectations are vital. Sadly, I felt my loyalty as a regular customer was not valued on this visit. Hoping for better experiences in the future, but I’ll be thinking twice before ordering again...

We love Marco's pizza. I ordered the cauliflower crust, and it is excellent. We have had the same experience twice though over a couple of months at the restaurant on Evans and StoneOak.. It seems like they have received our online order, but when we get there, the pizza isn't ready. They look at the register and tell us it will be 10 minutes. We wait, and when we go back to the register, they look again and then proceed to the back and come out and say it is in the oven it will be 10 or 15 minutes more. The 3rd time when we think the pizza will be ready, they look at us like they have no idea where our pizza is. It's not in the oven. It's not even made. The first time, we waited another 15 minutes and received our order. This time, we canceled our order and went elsewhere. It seems like they don't want to tell us the truth, or they are just hoping our order will show up. If they would just tell us the truth - we are running behind or didn't get your order, we would be understanding, but they keep stringing us along with no pizza at the...

Pretty good - Pizza was WAY better than the pizza boxes. Cinnamon rolls were good.

My issue is we ordered before 5 o'clock online for pickup and said it would be ready around 5:05; when I got there at 5:10, they said it'd take 10 more mins and would bring it out. Fine, whatever.

Waited until 5:30 to go back in b/c I still haven't gotten my order - apparently my pizza got sent out on a different delivery so they gotta re-make it but threw in cinnamon rolls for the wait. Fine by me.

Finally at 5:45 they bring out my food.

Everything was there except for the cheesy bread sticks - which I don't fault the employee for because he asked if everything was there and I didn't know we were supposed to have any.

When we called and explained the situation they happily refunded the bread sticks.

Hoping next time...