Marco's Pizza — Restaurant in Texas

Ordered my usual Pizza & Wings with triple Blu Cheese and triple buffalo sauce, paying extra for 3 sides of each. Order shows up earlier than expected on a positive note; However, no buffalo sauce. I did not sign the credit card digital draft as the order was not complete. The very courteous delivery driver said he would return to the store and get the 3 missing sides of buffalo sauce and be back ( 2 miles away).

Several minutes passed and I received a call from Jessie at the Marcos store, who explained to me that he personally put the extra sauce on the wings and that I didn’t order sides and that I wasn’t charged for extra sides. I explained to Jessie exactly what I ordered and that this has happened before, and he continued to argue with me and said that he could not bring the sauce unless I paid for the sauce and the minimum order was $8, he only had one driver, and on and on... He then put me on hold for several more minutes to contact his MGR for further direction. He returned to the line and asked if he could give me a discount or free bread, at which time I explained that bringing the 3 sides of sauce would be the only acceptable resolution. He then went on to say it would be an hour before he could bring the sauce himself and that his drivers went home. I told Jessie I would wait for the sauce. He was very irritated, said okay, and hung up.

In about 10 minutes the original delivery driver showed up with the sauce. I tipped the driver an additional $13 for his trouble. My dinner $30+ was cold and ruined due to Jessie dragging things out and making the problem much worse instead of resolving, not to mentioned having to call a MGR for direction or approval?? It’s a no brainer! This kind of experience seems to be more the rule than the exception at this store.

Marcos has a great product, but unfortunately this franchise location doesn’t deliver when it comes to service! If someone would have simply verified the order prior to staging for delivery, followed by a 2nd verification by the driver, the problem would have been completely avoided. The store failed a 2nd time by not quickly resolving by delivering what the customer ordered and without argument or delay! This has happened before.

UPDATE: STILL NO CONTACT OR FOLLOW-UP from Marcos Pizza after leaving reviews and completing the customer feedback form as mentioned below in the canned response by a Marcos Rep to this review. That’s how serious they take...

I wont disagree the pizza here is the best! But unfortunately working there is a different story... The insiders and drivers are great at thier job the only thing thats failing at this location is management (ie: General manager) to start off the gm took no effort or anything to get to know her crew at all even if she is a temporary she should still put effort in to get to know your employees and from what i was told/ know ia i was put on a no hire list because i was told not to clock in so i went home because i didnt feel like wasting my time. ( the no hire list is where you cant be hired at and marcos location) and i do know everyone has a job to do at the end of the day it just sucks when it isn't taken care of correctly. I almost forgot the General manager brings in people for "training" but doesnt seem to really interact with them she only seems to interact with one person almost consecutively everyday and one more thing the GM also doesnt seem to listen and even when she does she always takes it the wrong way. To end on a good note i enjoyed most of my 7 months that ive worked there and i highly respect everyone that works for that franchise and i appreciate the opportunity to work there it just sucks it ended the wrong way.

-Hunter Pennington (old insider for Marcos Pizza...

I called in for a delivery around 9:15pm and was immediately told that the store stoped taking deliveries at 9:00pm. I was confused because the website clearly states that the store accepts delivery’s until 10:00pm. I asked the employee to explain why the website said differently. I told the employee that we have ordered delivery from the store after 9:00pm multiple times and that I wanted an explanation. The employee then stated that we stop taking deliveries an hour before close. I ask to speak to the manager and was told I was speaking to the general manager “Abraham”. After speaking to Abraham my wife and I decided to order elsewhere. We are disappointed because we have really grown to like Marcos pizza but over the past 6 months we have noticed a big change in the quality of customer service. It’s dissaponting because we recently ordered from the Kingwood location while visiting family and the service we received was excellent. We love Marcos but are just dossaponted in this location!! Just seems like this location has gone downhill in the past 6...