Avalanche Pizza — Restaurant in Athens

Avalanche Pizza has egregious customer service. First off, they offer "New York style" pizza on their menu, but will tell you they don't have time to cook it most of the time if you try to order it (literally tried to order it like 6 times and they've actually made it twice). If something's on your menu, make it!

At 5:53 pm, on a Monday night, I ordered a New York style pizza. I'm assuming it was a slow Monday night because they actually agreed to make the pizza.

At 7:15 pm, close to an hour and half later, the pizza arrived. When I opened the box, it was completely burnt, so burnt in fact, it was charred on the bottom (see attached picture). When I called to complain, the manager/owner checked with his employee, who I could hear say, "I checked it, it was not burnt." I informed the manager his employee was lying. I demanded a cell phone number, so I could personally send the attached picture to the manager.

After receiving the attached picture, the manager agreed the pizza was in fact, burnt, and that his employee had lied. The employee likely would have gotten away with the lie if I had not insisted on sending the picture. The manager apologized and said a new pizza would be sent out immediately.

At 8:15 pm, an hour after complaining about the burnt pizza, I called Avalanche to which the manager promised the pizza was out for delivery.

At 8:45 pm, another half hour and still no pizza. It is more than 2 and half hours after I originally ordered the pizza, again on a Monday night, not even a busy night, and still no pizza. I call the manager, irate at this point, and he said there was a problem with their delivery driver (despite him previously telling me at 8:15 pm it would be at my house any minute). I demand a refund and the manager has the nerve to tell me he'll discount the NEXT pizza I order from there. I didn't ask for a discount on the next pizza, as I won't be ordering from here again, but a refund. When the manager self admittedly called themselves "incompetent" I give up and hang up on them.

At 8:50 pm, the new pizza finally arrives. To add insult to injury, the pizza is almost cold because you can tell it was sitting under the warmer or delivery car for too long. If the pizza is not refunded, I will report it to my credit card company to have the...

We ordered 2 pizzas online @ 4:18 today. The confirmation email said 45 minutes. After an hour and fifteen minutes no pizza at the door, so we called into the shop. We spoke with a girl and she said the pizza would be at the house in another 20 minutes. After already waiting for 1:15 for the pizza and now another 20 minutes on top of that....we decided to speak with the manager DAVE. Dave made excuse after excuse blaming the rain. Thats bunk! I was just in town during the worst of it and i was able to drive just fine. So i called him out on it...didnt do any good because he was dead set on this lie. Dave was actually being pretty rude on the phone. He refused to make it right in any way. No discount, no return of the delivery fee, no coupons, NO APOLOGY... nothing! So i hung up on him and at the 1:35 the pizza finally arrived COLD! The driver tried to make me pay for it twice as well. I instructed her to review the receipt calling her a genius. We even tipped her i think it was $5 when we ordered online. And if that isnt enough...... The large pizza she ordered was half tomato and onion and half cheese. The pizza came with VERY LITTLE toppings and was just over 1/4 of the pizza topped. 2 slices shy of being half topped. Did i mention the pizzas were COLD? SH@#$Y SERVICE, long wait times in excess of promised delivery times, rude manager and to be quite honest...the pizza really isnt all that good.

The crust is just meh, the sause is bland and again just meh, cheese is cheese and toppings are meager at best. There really are much much better pizza places but not really in athens, unless you count lotsa pizza.

I recommend staying away from this pizza joint until they get more competent staff. Staff who are willing to right a wrong instead of making LAME excuses. I managed a giovannis for 12 years and if we had done a customer this way we would have righted the wrong right away....

Avalanche has some of the best pizzas in town; however, a recent interaction with them has left me deeply disappointed with their ordering system. Our Ohio University club attempted to make an 18 pie order (~$280) online at 10:50 AM for an event at 7 PM. When we proceeded to checkout, the system said we could only do pick-up ASAP. We called the store to see if there was any way to schedule a pick-up for later today. We told them the website would only allow us to do ASAP pick-up. The person on the phone rudely explained that it was like that on purpose due to limitations with their ordering system, and we had to order via telephone. They told us to call them after 12:30 PM. However, we had a meeting with a person from the University Student Org. division to make the purchase using the University credit card at 11:00 AM and asked if we could call back in a few minutes to complete our order. The person on the phone said no and was very rude and condescending. This was a dealbreaker for us because a person from the University Student Org. division must be present to utilize club funds and distribute the university card information—this is why we order online because it allows us to share our screen (using Microsoft Teams) with them so that they can view the transaction.

The whole interaction was very rushed. The person working the phone was probably overwhelmed with calls and stressed out, so I won't hold it against them. Due to issues with their ordering system, we purchased our pizza through a competitor. Unfortunately, I have heard other clubs have had similar experiences when attempting to order with Avalanche. I suggest fixing your ordering system so University clubs can enjoy your pizza and support a local business. Until they fix this issue, our club will not order...