Marco's Pizza — Restaurant in Tyler

Absolutely disgusting customer service at this location, that is allowed by management/ownership. The hours posted online and in the app are until 11pm daily. They allow you to place pizza orders up until that time. This is now the second time that I have placed a to go order (over $20) and it has not been fulfilled. I arrive at the designated time or around that time which was 10:15pm-10:30pm. I have receipt proof of the time for pick up. Upon arrival, the doors were locked and 3 male individuals were standing in the lobby. One had a black shirt on, which means he was management. After knocking and explaining I have a pick up order (with receipt) the heavy-set gentleman approached the door (without opening it) and began screaming at me. I had my young child in the car with me while this was happening, which made me fear my safety. He began screaming saying they are closed and he’s throwing my order away, which we all knew he was taking it home which is probably why he was so mad. I again, tried explaining they say OPEN online on ALL platforms and when I placed my order at 9:45PM-10PM, I was never contacted in any type of way to say they are closed or can help me when they are open again. Actually, there was no error message at all. I’ve worked in the restaurant industry for years, including managing Papa Murphys for a while and I know how all of this works. If the hours were correct online, it would not let me place an order 15 minutes before closing time. Instead of an apology and coming the next day to spend my money, I was screamed at by a very rude individual, right in front of management as he looked like he didn’t even know what he was doing or how to handle the situation. Keep in mind I’m a young 26 year old woman, at 10:30 at night, not much of a threat. I have already reported this incident to HR and will continue to share my negative review as how I was treated that night was completely uncalled for and disrespectful. This place needs a whole new staff, as there have been small issues each time I have came but gave them the benefit of the doubt. I really hope they can get it together, there are so many pizza options in town with impeccable customer service that I will happily go to and relay my family and...

Where to start? I show up to make a order in store only to have to look at 9 or so employees for 5 minutes taking turns avoiding having to take an order. Someone finally comes to the counter and I place my order 1 large pepperoni 1 large supreme with parmesan crust for a school fundraiser. A lady comes in to pick up her order only to find out that it had not been made! She was visibly upset and waited 20 minutes for her order. Then I waited another 10 minutes for mine after she got hers. The call my name and I gladly grab my pizza an leave!! I get home an my son tore into his pepperoni meanwhile I opened my supreme and it looks like a cooked cheese pizza with raw veggies thrown on it! So I stick it in the oven hoping to cook the veggies a little. It did not work an i pulled it out and put it back in the box. My husband comes home and wouldn't eat it either. I also noticed neither pizza had parmesan crust. The next day after work I call to see what we can do about this uncooked pizza and the lady who called herself the owner gives me the run around an tells me the pizza and toppings are cooked at 500 for 5 minutes. If this is the case why did it take so long for me to get my pizza an why doesn't it look like the pizza on the box that clearly had cooked toppings and she said because they sear the top with a flame for pics. So I said yall are falsely advertising then? She said she would cook me another pizza but at this point after dealing with poor service all the way around and seeing another mom go through the same ordeal I just asked for a refund for the 1 pizza that we did not eat and offered to bring it back to show her the pizza was not cooked properly nor eaten. She said she couldn't refund me anything. I even tipped them for their services after they ignored me at the front counter apon arrival. This is a pic after i got home i live 4 miles away. The OWNER Told me to do what i gotta do when I said I was going to report her! This is the last fundraiser ill be participating in for them with our school! Nobody deserves to spend 48$ on raw food after a long hot day at work! Save your money and go to Little Caesars! At least they have them...

Well I ordered my pizza over an hour ago . They said it would take 30 to 35 minutes and it still has yet to arrive . Ordered 2 medium pizzas yes for delivery ‘ But my location is 4 miles from them ! No excuse for this & I’ll assume they won’t be hot either …. - update

Ok so at first I was upset and then got even worse when i got my pizza an hour and 15 minutes later . My meal was 39.80 and I only had 20’s … I always tip and wanted to leave him a 10$ but he told me he had no change !! So I said just take it then . Giving him a 20$ for cold pizza and over an hour wait . Once he left I did call them and spoke to a manager ! Not being a Karen ‘ but knowing delivery drivers ALWAYS HAVE CHANGE and that was a way for him to keep money ! The manager was VERY VERY KIND ! Very understanding! Didn’t make me feel bad and I was even thinking they could say I’m lying or the driver could say I didn’t even tip him ! But it seems the driver had a past and this wasn’t the first ! So back to the solution! They said they would bring us another order hot and fresh in a timely manner or full refund ! I decided the full refund ! And 2 hours later I got my 60$ back ! So I will say I am grateful they fixed it …. I wish the pizza was better . But it being cold , probably didn’t help . But thank you manager for fixing everything and about the driver , he may sink you. May want to consider a new hire ! Bc I’m a way that’s theft !! Good luck and...