Marco's Pizza — Restaurant in Trussville

This has been my go-to pizza place for years, but after my experience yesterday, I don't think I'll be ordering from them, at least for delivery, in quite some time. Even though this is less than a mile from my house, I was feeling tired and lazy last night and decided to just have them deliver. Just so you know, they add a $5 charge for delivery (despite the distance) and I always leave something for the tip, even though it's less than a mile.

After an hour had passed (well past the estimated arrival) with no word, I decided to call. Apparently, they had no drivers and were using doordash. Had I known that up front, I would not have ordered. My last doordash guy showed up to our door with no shirt on with our drinks laying up against his chest. Eww. So, not a fan of doordash.

I was told I would be given a large instead of a medium (which I didn't need because my family was out of town). One hour and forty-five minutes later, I receive my order. And I really wasn't hungry any more because I had been snacking due to the extended wait.

If I had just been told there were no drivers and they would be using door dash, I would have simply declined. Or, if they had given me the meal free, I'd be content; especially considering how often I order from that location.

Despite all of that, the food is great; it always has been. Would recommend pick up ONLY for anyone considering to eat here. The fees for delivery are ridiculous and apparently you never know when you'll get door dash instead of their drivers. And you never know when it...

10/28/23 It was a super fast delivery of a complete disastrous incomplete order. Nothing against the driver. He did his job extremely well. But “Nate” who I have to guess the in charge on the shift; whom I describe as someone who doesn’t belong in the food service industry, since he can’t VERIFY what’s on the ticket is going in the box & out the door. No Nate is MORE worried about returned incorrect pizzas actually being in the box yet didn’t verify & blatantly refused to look since Marco’s customer facing employee was too busy listening to the ear bud in her ear to learn how to operate the cash register. But besides incorrect pizzas & missing sauces, just rude unapologetic incompetent staff being bothered with actual customer service duties.

Can not recommend & wouldn’t be a loss to the City if the business license was not renewed.

Edit*To the Owner:

You should inform your customer facing employees on how an apology works at the time of occurrence. Instead of the hostile/don’t care attitude interaction my wife received on the phone with the “manager” too busy to come to the phone to discuss the error. Then my personal interaction at the counter with “Nate” running off at the mouth from the boxing area. Then not showing the register employee how to verify the pizza’s were in their boxes upon return.

Too little too late to “make it right”...

Was on hold for 15 minutes. Drove to Marcos while on hold. One person in line one ordering. I stayed on hold on cell while in store. Marcos phone rang, I could hear the ring in my phone as the store phone hold system had obviously timed out and was ringing the store phone again . The young lady at counter answered, it was me standing in line. I was put on hold again without getting to say anything. I watched and after the person in front of me ordered, I stepped up, phone in hand, showed the young lady behind the counter my phone, 16 min on hold, still on hold. She picked up the store phone, pressed the hold line, said hello, while she held my cell in the other hand, she said your right.. so sorry. My order last week, a store pick up was wrong. Just apologies both times. I have met the owners, Annie and her husband, very nice folks. I am a very loyal customer but service or lack of it is getting out of hand. Employees are nice however no one seems in charge, and obviously no one to make a customer happy if mistakes are made. Sad, Pizza competition is tough. I hope the owners...