Marco's Pizza — Restaurant in Texas

Bad! Bad! Bad! I am extremely dissatisfied with service, behavior, honesty and quality of pizza provided by Marco's Pizza Address: 9006 S Fry Rd, Katy, TX. Never an excuse/sorry happened due to not respective and not responsive service. I am a Quality Manager of a big company and understand quality of service and customer Care. Let’s me explain the issue: • We placed an on-line order for an X-Large Pizza to be pick-up 6:15 pm Friday 1/22/2021, Order#294 • My wife and me had a walk and was there around 6:14 pm in order to take the Pizza. • Pizza was not ready which made sense for us. It was ok! We could wait inside of the store, but we did not know what is going to happen. From 6:15 PM through 6:50 PM we were asked at least 10 times the following questions by 3 different people including a lady (Introduced her self as Store Manager but I do not think she was): • What is your order number? • What is your name? • What was your order? • What is your address? Every time we show the order record from our Phone Screen and nobody said sorry to us! I asked lady why our order has been so late. She told us ” your order is late because we unable to make a pizza half Sauce and half without Sauce”. I told her “This is not the first time for such this order and we have done several time before” Around 6:50 pm, after 35 minutes waiting, I was so angry due to no response and no excuse and asked to talked with store Manger. lady introduced her self as a store manger. I made complaint about situation and their responsiveness. She told us “I skipped your order because we were behind”. I told her “Why you did not told us the true so far and waste our time with several times asking about order and inability to make half sauce and half without sauce” However, our pizza was ready exactly on 7:00 pm, after 45 minutes inside of store. When delivering pizza, no excuse and no sorry for such a horrible situation. The final chapter of this story happened at our home when we opened the box and saw a different topping and entire Sause. I am very concerned how Marco's Pizza would handle this case which includes a combination “Late delivery, wrong pizza, irrespective behavior,...

We order from this location about once a week and have never had a problem until the last order, and then again today. On 4/17 we ordered our usual order. Somehow, the order was placed for pick up and not delivery. Now, I have never done this before but if it was my mistake, I’ll take it. I called and paid for it to be delivered and had to tip twice because the delivery person said he wouldn’t get the tip that I had charged to my card in the initial transaction. They also sent him with two pizzas instead of the three we ordered so he had to make another trip! I felt so bad for him! So, today I ordered our usual 3 pizzas online (like always) at 3:45. I ordered it to be delivered at 5:00 and it has always shown up slightly early (other than the last time mix up) but it was not showing up. I checked the tracking on the email and it said that the order needed manager’s approval. At 5:09 I decided to call and make sure there wasn’t an issue again only to be told, “Oh, it’s not ready yet.” Told her about the “manager’s approval needed” on the website, and in response was told that the order was on its way to be delivered. At 5:11 I received an email that the order was approved and was being processed. In other words, it was just being started after being told that it was “on its way”. The pizza got here at 5:45. Now, I am a very understanding person. I know that mistakes happen. I know that sometimes, things get missed. What I am so angry about is that, instead of apologizing for a mistake that happened, an oversight, I was out and out lied to about something so stupid. Instead of apologizing and owning up to the oversight, someone felt that it would be better to lie, which is just saying I am not smart enough to figure out what went wrong. Which is also ridiculous when every step of the process can be tracked and they even send out emails! Insane! Anyway, the pizza is always great, the delivery drivers are fantastic. Only wish I wasn’t concerned about ordering and having some kind of nonsense happen...

We got one of those random flyers in the mail and figured we would give this chain a try. We ordered our meal online which wasn't too difficult. There were a couple issues where it kept looping but we managed to get through it and our order was on its way. The delivery was quite quick and the driver was nice enough. Pizza was wicked hot when it arrived (impressive) and everything looked nice and neat. We ordered a "deal" off of the flyer which included two medium 1 topping pizzas, a cheezy bread loaf thing, and a 2 liter coke. And there is where everything started to fall apart. The cheese bread was ok. Nothing to write home about but it was fine. Fluffy and had a decent enough taste to it. The pizza on the other hand was not to anyone's liking. Not even our two younger sons even liked it. I don't think it was the crust which seemed pretty good and the cheese was ok. It was the sauce. It just tasted really cheap. It seriously reminded me of Chef-Boyardee Sauce. Lacking in any real flavor and tasting like processed tomatoes (if there is such a thing) none of us finished even a 2nd slice. I've had better pizza from Pizza Hut or Dominoes and those aren't exactly on the top of my list. It's really too bad though, everything else was great. I'm sure the service there at the restaurant is great and people are quite nice but we will never dine there as I just can't bring myself to eat it again. I know others mileage will vary but if find yourself reading this and need a comparison, if you don't like the other chain pizza restaurants, you are for sure not going to like...