Marco's Pizza — Restaurant in Virginia

I am newer to the area and I was ecstatic when I found this place because service was good, pizza was good and fresh, and service was quick.

Unfortunately, I've had two less than pleasant experiences in less than a week. This past Saturday night, I walked in to pick up my order and witnessed the guy cutting the pizzas showing a fellow co-worker something in the pizza box and her reply was "Why'd you do that?!" I later discovered it was my pizza they were marveling over and the cut was completely BOTCHED 😑.

I decided not to complain much because it was the first time something like this happened to me, it was still edible, and still delicious. Today, I ordered my Philly Steak pizza and discovered it without a top layer of cheese- I called to report and inquire further. I spoke with Rachael(who indicated she is the General Manager).

I let her know that since this was my second encounter of a less than acceptable experience, I decided to report it as a coaching opportunity...

With an unprofessional and unempathetic tone and attitude, she had a nerve to tell me there is only a little bit of cheese added as a top layer. Ok lady: if I paid for the little bit, I'm expecting it, and I want it. She also advised me that she is certain it was made correctly- indirectly challenging the entire reason for my call. 😒

Needless to say, I'm underwhelmed at this point. I'll have to seek out another establishment, as my time and funds are too valuable to not be...

We've been going to this Marco's for the past 4 years now and they have yet to mess up any of our orders! They are always on time and friendly too. We like to place orders through the app and choose carry out. Last night there was an issue with my online order in the app and it took off one of my pizzas and replaced it with a different one (likely user error on my part). When I got home I was saddened, obviously because I was really looking forward to their Philly pizza. I called up Marco's seeing if they could replace the pizza and while waiting for a manager to get on the phone I noticed my emailed receipt did in fact not list the Philly pizza. I kindly let the manager know it was my mistake and I did not mean to order that type of pizza I recieved and I said she likely would not be able to replace the pizza due to it being my mistake... Nope, I was wrong. She was so kind and immediately offered to make the Philly pizza for us! I had to go to work and let her know my husband would be picking it up. They did not have to do that. That is what I call outstanding customer service! I highly recommend them, not just because of their service but also their pizza is less greasy than other pizza places and doesn't make you feel that sick feeling afterwards. Oh and their buffalo wings are better than other...

Firstly, I hate writing negative reviews, and try not to. We used to LOVE Marcos, (Iron Bridge Rd in Chesterfield) and were ordering a pizza for delivery at least once a week. They used to have coupons that made it more affordable to order frequently. Their online ordering and tracking was easy to use. The pizza always arrived on time or early, hot and really delicious—thin crust was crispy and perfect). So it pains me to now write a bad review. They changed the online ordering, it's clunky, no tracking available like before, a "rewards" program but after buying 3 pizzas at $26.00 a pop (including tip and delivery) it isn't affordable anymore, nor have I received any rewards/coupons. This is no slam to the people that work making the food, or handling the orders, or delivery drivers, but it is on the owners/management. The last two orders, our pizza has arrived late (45 min+) and was cold (almost inedible, even after heating it up). The last delivery was the worst. We called after almost an hour, and were told the driver had other deliveries but ours was in the same run (!). Why are we getting cold pizza because a delivery driver has more than one stop to make? Sorry Marcos, no more pizza orders...