Marco's Pizza — Restaurant in San Antonio

I was really hesitant about writing this review but after careful consideration I will definitely be doing so. On Friday 12/13 I place an order online for a pizza as I couldn’t go for pick up due to my husband not been home and my baby sleeping, I was given my delivery time to be at 7:17pm. I went online to check on my order and keep getting an error multiple times so I decided to give the restaurant a call at 7:30pm and a lady answered the phone and told me the driver was just leaving the store and apologized to me saying they were short on drivers which I said it was okay. Well 8 o’clock came and my pizza was never delivered mind you the restaurant is 5 minutes away from my home so I called again and spoke with the same “lady” and I explained that it had been almost an hour and my pizza wasn’t delivered yet which she then checked and told me not once but 3 times my pizza was delivered already and that the driver was just getting back. I tell her that no one rang my bell to let me know it was delivered and she said “You chose contactless delivery” which I replied “Yes I did, but every driver has always rang my bell upon delivery so I know my order is outside or else how can someone know if your website is giving an error”, I opened my door and told her that there was nothing outside and even checked twice, she then ask for help on how to look if it was delivered and proceeded to tell me the driver was arriving at my home just now but then she change it to he was just leaving the store. At this point I was stressed as I had my baby crying and my husband getting back from work hungry and no dinner plus her giving wrong information multiple times and starting to give me an attitude so I told her they need to get their act together as I have been waiting for almost an hour for my delivery and was given wrong information multiple times and this was not right. I was never rude nor screamed or cussed at her. She then proceeded to tell me again they are short on drivers and I told her that was not the issue because I completely understood that part that’s why I waited the 1st time I called, the issue was she gave wrong information multiple times she then cut me off and told me “You can come and apply at the store” I was fuming for this stupid response and told her she didn’t had to be rude as I was never rude to her at any point. My husband happened to hear the situation and he told her to not be giving me a bitchy attitude as the problem was never the driver but her. She then told me to have a merry Christmas and hung up the phone. I am a paying customer and not trying to be a Karen but if this woman doesn’t like her job please go elsewhere because clearly she has no skills on customer service nor the right training as she gave an attitude towards me when I never gave her one despite the wrong doing on her end. I keep my calm and tried to understand on my part that’s why I waited so long. I never felt so disrespected with an unnecessary attitude and miscommunication on the restaurants end. The driver end up arriving a few minutes later and apologized to us, but he had nothing to apologize for as it was not his fault. Marco’s used to be very good but now is going down hill. Specially with the people they hire, they have no sympathy nor the skills it’s needed to be a...

EDIT: The "professional" response from the owner: I am DEFINITELY NEVER ordering from this location again. Absolute Trash (Called me a Man's name too haha!):

I am sorry not your problem? That is an extremely rude and unprofessional response. It is your problem. If something is out of stock. Call corporate to report it so it is not listed. I bet if I wanted my soda refunded you would say the same thing. As a customer it is MY choice whether I choose to accept your offer or not. It sounds like you are blaming the customers and not taking accountability for your lack of customer service. The customer is not always right, but if you literally don't have an item or missing a piece of an order. That is an issue you can fix. I will not be returning. Your business and you as a leader are disgusting. You have no ethics or standards.

Sorry Denise.

We don’t have any complaints about the dough anytime or yesterday.

We running our store with restaurants standard. Also some times sodas are running out. That’s not the our problem.

My staff are normally take care of all customers. But some time customers comes with unnecessary complaint's if they didn’t get how they wants.

We can serve only one way that’s Marcos way.

Thanks for your business .

Manager

My name is Denise not Dennis. It does not matter anymore, but going forward if an item is missing your subordinates should reconcile appropriately. My sister is very picky on her drinks. While there was no 20 OZ Mountain Dew. There was a 2 Liter so that rude guy who laughed at me should have approved it not act like I was trying to get free food or a free upgrade.

I have also been wanting to complain about the dough. It is always RAW. I wish there was a place in the online ordering system to enter notes to cook longer. I have gotten sick a lot of times.

I am willing to give your location another chance since you have made an effort to reach out.

Are you the manager or franchise owner?

Thanks

Sorry for the inconvenience Mr. Dennis.

What soda was missing I will send that today.

Apologize gain.

Manager

Everytime I buy from here the dough is RAW! I have to cook in the air fryer or I will get sick! The dough is gooey chewy. I notice restaurants in this state cook everything raw: chicken, dough, fish! Today was my last straw. I ordered a pizza, sub and a 20 OZ Mountain Dew. They had no MD except a 2 Liter so I asked can I have the big one. This guy laughs sarcastically and makes a snide remark and says "Nice Try." I was not trying to be funny bruh. I was dead serious. I said then fix your website. Put it out of stock. He said we are not affiliated with the website. Oh the one that is direct and says Marcos? I am so sick of these places allowing online ordering and always having stuff out of stock then you have to fight tooth & nail to get a refund. That is NOT my problem! Don't allow online ordering if it is not realtime! And I NEVER order from a 3rd party always directly. I have submitted a complaint. Also, when I request delivery. I tip good: $15-$20 on a $10 order and they are 1 mile away, but the way you disregarded me is the way you will be treated....

Bree is absolutely rude and unprofessional. We purchased food there almost 2 weeks ago, if not longer.. our pizza did not have any sauce and although we were kind and patient, she had a snappy attitude insisting that she made the pizza with sauce (pics below proving no sauce). At that point, we just wanted a refund. We were told that we had to return the food when the general manager was back on location, which would have been a week away. We waited and called.. again no general manager. After calling, who knows how many times now, I spoke to Bree again. She told me I had to wait for the gm.. AGAIN. Call ended. Bree called me back and told me, they could just give me a refund without the gm's presence. I have other matters to attend to out of town, so I could not immediately return the food. A couple days later, I showed up in person, returned the food and was told, they could not give a refund without the gm but that he would call me the next morning himself. Fine. Never received a call. That was days ago. I called again and spoke to Bree. She was extremely argumentative and refused to give me the number to a person above her in authority. She insisted I was being rude and I told her, that she has been giving me the 'run around' for a refund on my hard earned money.. anyone would be upset at this point, understandably so. She raised her voice and insisted she was not rude, but I repeated back to her the things she was telling me, so she could understand & hear how rude it sounds coming from another person. I've ALWAYS shown kindness to employees because I've been in the food industry, I have empathy... but Bree has zero customer service etiquette.. her attitude is so outrageous from the get-go. I will never buy from...