MOD Pizza — Restaurant in Colorado Springs

Ordinarily this is one of our favorite places to get pizza. It’s a rare treat. My family normally orders and eats in the restaurant prior to the COVID-19 shut. Today I happened to order pizza to-go online...a first for me. I ordered the pizzas we generally get online while at a doctor’s appt. My son and I intended to pick them up on our way home. I chose the pick up in store option and we got there just a little early. Granted it’s a Friday and during their dinner rush, but I was told at the pick up counter to go back to my car and someone would bring it out (due to the busy restaurant) which was not a problem...a little abrupt though. When the pizzas were brought out to my car, the person who brought them out mentioned that the “Maddie” I ordered is ONLY suppose to be sauce and cheese and the simple request of adding sausage to it was NOT to be repeated again. The tone this person used was as if to imply that I was taking advantage of their restaurant by asking if sausage could be added to my daughter’s pizza. For the record, I didn’t know you couldn’t do that with online ordering. My daughter has ordered that pizza before in the restaurant and they always seemed happy to oblige her with the extra topping. I was sort of taken aback by the somewhat rude and abrupt way the person spoke to me and he walked away before I could offer an explanation or apology. Even my son who was in the car with me was kind of surprised by the behavior. The few time we’ve eaten here have been such a nice experience, this time it was kind of off-putting...over sausage. Even the order receipt on the Maddie box has a hand written “will do this time” on it as if to say it was a huge inconvenience. I even left a 15% tip on the order.

So I think next time we decide to have a Friday night family pizza night we’ll opt for someplace else. I’m sure it will hardly put a dent in Mod’s Friday night’s profits, but our weekly budget for such extras might be better served somewhere smaller and locally owned. Still good pizza, but not worth getting sausage...

Painfully Slow

Went in on a Tuesday evening around 6 PM. We were about 12 people deep in line. Have been to may Mod's before and from previous experience guessed it would take 10-15 minutes to get to the counter....48 minutes later they take our order. Yikes.... In that time you will have the opportunity to see why this is so slow. They had more than enough employees (12 out front). However, only one or two showed any level of hustle. Young lady who was taking orders was working very hard. Just as we got to the front of the line she apologized for the wait and said "I'll be with you in one minute". This is second reason why it is so slow. They don't tell you or let on that they are processing the online orders through the same assembly line as the in-store orders. She then proceeded to pick up five orders from the stack (had to be 25-30 orders) and assembled those pizzas as I stood in front of her waiting for her to look back up and take my order. What a great problem to have Too Busy!

They need to have a manger who is able to read the room (the line) and see the frustration level of the people you are serving. A couple of suggestions. Process the inline orders with a second line and second oven in the back kitchen. That way you can give your full attention to the people who are right in front of you. Second suggestion... When things get really busy, stop taking internet orders so that you can focus on....... the people right in front of you. Or when your busy have a message for online orders that they will be taking longer than normal so that you can focus on... the people standing right in front of you. I have been a Mod Pizza fan for years. However, I will be driving back to the North Academy location as they seem to be able to handle large numbers more...

This place used to have great ingredients, service, and speed; but this is NO longer the case. It saddens me to write this review because I really loved this place. If you guys (MOD) are reading your reviews here are a couple suggestions:

(1) Cutting your toppings into small pieces (like salami) might save you money but it runes the pizza or salad because they are all clumped together, plus it takes the employees a lot of time picking all the pieces apart.

(2) When a regular customer (me) orders 2 pizzas and one gets lost in the oven rotation and comes out as a burnt cracker because it cooked twice as long as the normal one, don’t argue that it is “normal”, to be fair, the manager remade it for me but continued to argue, meanwhile the rest of my order was cold. He did offer to refund my entire order, but that is missing the point, I was embarrassed I had to have an argument, and I was annoyed he couldn’t understand the situation. I didn’t accept the refund because I just wanted to get out of there.

(3) Last, when you wait in line for 20min then get to the counter only to find out you have to wait another 10min because they have 14 online orders that were just put in front of you, that gets tiresome. This has happened to me at least 10 times.

I really hope you can return the store back to what I was when it opened. I’m not sure I’ll ever be back, that argument was super uncomfortable, and...