This negative review is due to poor customer service upon ordering, not the food. Called in at 8:50 PM on a Thursday to make a $20+ order. When I asked for delivery to Fort Rucker the employee was blatantly hesitant and took the order with an annoyed attitude that you could smell through the phone. We were excited to try Marco's for the first time and had called at 9:40 PM several days earlier to be informed that delivery ended at 9:30 PM. Upon completion of the order he said, "You will have to pay a minimum $4 tip for ordering this late for delivery to Fort Rucker." I was stunned -- I delivered pizza all through college and we were told day 1 if we ever solicited or commented negatively to a customer about a tip we would be terminated. I told the employee we always take care of our delivery boys/girls, but I would not be told a minimum to tip. He said he didn't intend any disrespect, but was told by his GM he had to say that after several of their drivers were tipped a penny by the same person on Fort Rucker. I understand that feeling having been there many times, but dealing with the occasional jerk tipper is part of the job. Anyone ordering on post beware, these guys aren't happy with us due to the one poor tipper. Check for spit in your pizza I guess? Or just order elsewhere...
UPDATE: Delivery driver was very professional & apologetic for the poor customer service. She said the aforementioned penny tipper was actually not from Fort Rucker, but another "longer distance" delivery area. She said their GM had told the staff when folks from these longer distance areas ordered to ask them to "please take care of our drivers." It would seem the young man I spoke with just interpreted that guidance to spell it out for customers by requiring a minimum tip. The driver said they're having a staff meeting soon to sort these issues out. My recommendation for the meeting - 1) Your staff should never solicit a tip, especially when you already have a delivery fee, 2) Set defined delivery hours, 3) Instill and foster a customer service climate that can withstand the inevitable occasional bad tipper.
Fix it and move on guys. read more