Marco's Pizza — Restaurant in Waxahachie

My mom in Oklahoma had told me about Marco's Pizza and advised we try it sometime. Tonight the kids had been swimming all day and we were sitting by the pool and it seemed like I good night to order it. I placed a call at 6:39 and after sitting on hold until 6:49 I placed an order for delivery and gave all my info. The guy on the phone told me 45 min - an hr. After waiting, an hr and 10 min my husband asked me to call and make sure there was no confusion regarding the address. I called and was advised the delivery driver had departed with my order 5-10 minutes before and would be arriving anytime. I thanked him and hung up understanding it was Friday night, and they were likely busy. Another 20 minutes past, my kids are of course crying because they are hungry. I called again, talked to a girl on the phone and was told "hmm, that's strange. There's nothing I can do from here. You just need to wait." I wasn't quite pleased with that answer and asked her to please actually check the status of my order. I was placed on hold, a guy came on the phone, identified himself as the manager and told me my order was actually put down as a take out which means it'd been sitting ready for an hr plus. He said they could bring it to me. I obviously didn't want hr old pizza and he told me they could make it fresh which would mean minimum at least 45 more min. Not easy to wait with crying kids. I told him I needed a refund. He told me I'd have to come get it in person in cash as they didn't have capability of issuing refunds to cards. I advised him that was "ridiculous" as now i am starting to get a bit upset after staying polite so far towards everyone is spoken to. He puts me on hold. Then a girl came on the phone knowing nothing. I had to retell my whole spill, she says she is the manager not the other kid and then issues refund after me giving my card number over again. Very poor customer service at this place and they totally were non apologetic over their own mistakes. Will not be placing any more orders here again!!!! Guess I will wait and try the Tulsa...

We’ve been getting Marco’s Pizza once a week for years and have generally had an amazing experience with Marco’s. That said, our experience has been with the Midlothian Marco’s. We recently moved to Waxahachie and the Marco’s location here has struggled to hold up to our expectations.

They often don’t add the crust toppings that are requested when ordering, they forget the side dipping cups and let me just say, I miss Midlothian Marco’s.

Most recently we went last Thursday and the app said our order would be ready at 6:13. We got there at 6:24 and the order still wasn’t ready. We were told it would be another 30 minutes. Well, we had ice cream in the car and we live 15 minutes away. We timed our trip so align with the estimated time our order would be ready. So we asked if they could bump us up in the order and the gentleman at the counter kindly said that was something he would do. I watched as he grabbed our ticket and took it to the line to have them start making it. He said it would be ready in 7-10 minutes. I came back in 10 minutes later and waited for someone to assist me. Another 10 minutes went by trying to get someone to tell me when my pizza would be ready and was told it would be another 30 minutes or more. Needless to say, if you’re going to tell your customer when something will be ready, hold up to your word as best as possible and not just push it along.

There’s so much more I could say about my interaction with the staff at this Waxahachie location, but I’ll hold off. (The guy who took my ticket to the line when I first came in wouldn’t even come and speak to me when I came back in.) Service was exceptionally...

I was charged $34.77, for an order I never received. Two orders were placed for my address on the same night. One was incomplete and the delivery driver was supposed to come back and refund the money for what we didn't receive. That never happened. The second order totaling $34.77 was never even delivered. I talked to the person who said she was the manager, she told me she had no way to refund online orders. She told me how badly this establishment was managed, and said it was the fault of the regional manager and I should contact corporate. I asked for corporate number she said she didn't know it, I would just have to Google it.

I have been calling for almost a month now to simply receive my money back for products never received. Everyday, I get transferred to an automated number that refers me to a website I can never find, or a number with plain dead air, no one answers and the phone doesn't ring! I want my money back.

This isn't the only time this had happened. I have been charged for an order I never even placed, the day after I actually did order, like someone kept my card number to charge the next day. That money was refunded when I went to talk to the manager, but that was still an illegal, unauthorized charge to happen in the first place.

It's about time this all comes to light where the public can see how untrustworthy this establishment is.

I want my...