Blaze Pizza — Restaurant in Grand Prairie

This will be a long review but since the corporate office has yet to reach out to me upson several requests, I wanted to make those that are interested aware of my experience. Oct 9, 2024, was my sons 9th birthday. Although I sent cupcakes and goodie bags to his school, I wanted to surprise him with an at home party with family and friends from 4-8, as it was a weekday. I placed my order for 4 lrg pizzas, 2 cheese/2 pepperoni. Just that Monday prior, my mom and I experienced this pizza and was happy with our order. Same workers were there on the 9th. After placing my order totaling $71.40, I realized I was pushing time for my son to get out of school. The female employee said she would put the pizzas in at 3:30 so they would still be hot. I appreciated that. Upon my return, I grabbed the pizzas and rushed to my car where my mom smelled the pizzas may have been a little too done. All 4 pizzas were dark and dry looking on the top. I took them back in (it is now 3:47), only for the lady to tell me she will not remake them, no give me a refund because the pizzas were fine. To which I reminded her of what I paid, my dissatisfaction for this being served to children mostly. She went to the back office and came out and said, "sorry, as I said they will not be remade and no refund can be given because they're fine to eat." I went to my car where mom and birthday boy was to get my phone and my mom being upset went in ahead of me questioning both statements. Manager came out from the back and they both said that is how the pizzas always come out and they were fine. We reminded them we were just there and the pizzas were beautiful. Still they denied remaking/refunding. I'm trying to reach corporate and my bank to make a claim and couldn't reach anyone. I left several messages with corporate and as of today, no one has reached out. My son was crying and upset because now it's after 4 pm. He had no idea about the surprise party. It is now 25 mins later and every pizza that came out the oven was absolutely beautifully made. I started snapping pics of them compared to mine for my proof. About 45 mins later, I had no choice but to call the police. Officer comes and I met him outside. He said there was nothing he could do because it was a civil thing. I could take them to court, call corporate, call my bank--but I couldn't leave this place knowing I spent all that money and they stood behind the counter thinking it was funny to treat us this way. The officer felt so bad about my son sitting there and it's pushing 5:15 now, that he asked me to get my son so he could wish him a happy birthday in spite of their ignorance. I did and I'm thankful that officer took time out to speak to him and make him feel better. I went back in to Blaze, asked for their names, and showed them I have this police report number, officer gave me these options but I really don't want to take that route. You know these pizzas were for my sons birthday party and now people are leaving my home because the birthday boy is here. I told (she said her name was Karen the manager) how wrong they were to have me sit there while my home was decorated for him, when they could've just remade them. Mom came over and told "Karen" remaking the pizzas or refunding would be ideal because if I took it further it would be more of an issue because it would look bad for them to have to go to court. She said let me go see what I can do. As she's going to the back again I said, "I thought you were a manager" to which she agreed she was but she had to run it by the other manager (she said his name was Duvall). She comes back out at 5:45pm and says, "I'll just refund your money." I was dumbfounded as I'm getting active messages wondering where we were and I'm sorry but we have to leave. Literally we were there for about 2.5 hours only for them to refund the money and destroy my sons day simultaneously. Keep in mind, I have yet to hear from corporate, an agent, there was no apology, we were laughed at by 2 of the staff as they were trying to get the other 2 employees in...

I made an online order on after work. I arrived to see my pizza still not done and as the associate was boxing my pizza it looked very scarce. I asked the associate if he could please add more pepperoni. He proceeded to bring over a woman who I assumed was the manager. I was so confused as she mentioned how their policy is 8 pepperoni and began to argue me down about how that’s their policy even though I asked very politely to the young man and to her. It shocked me as she had no regard for anything I was saying, staring at me with a blank look, and mentioned sarcastically how she knows that I’ve ate at Blaze plenty times before and it’s always been 8 pepperoni. I saw that she was just going to continue being combative so I said she could just close it. I left the store and 2 people mentioned to me how my pizza looks like a cheese pizza with a few pepperoni just tossed onto it. I proceeded back into the store and the store manager who she told me her name is “Karen” asked me “You’re back?” That is the bottom tier of customer service seriously. I’VE NEVER fixed my mouth or mind to be as rude or combative as her. She told me that she’d charge me $11 to remake the pizza with 2 toppings (16 pepperoni) and that she couldn’t remake it because it’s an online order. In my mind I was like all I want is 3 or 4 more pepperonis lol like why is she doing me like this. Her entire demeanor was just off, very cold, and un-friendly from the moment the she came over. I was very appalled by her behavior so I asked if I could have the number to or speak with the regional manager, her manager, or store owner she proceeded to ignore me and first said “he is not here”. After that, she just kept saying her name is Karen and she’s there and I could talk to her. She said that about 5 times. All this for wanting 3 more little pepperonis. Most of my pizza slices literally only had 1 or half a pepperoni on it. I patronized blaze 2 days before today and tasted straight cheese but I didn’t think anything of it. My pizza today looked/tasted the exact same. This week so far I’ve paid $20 for 2 cheese pizzas. The main thing that I’m upset about is her behavior. Mind you I said this ALL with a smile. I’m not sure if she was having a bad day or just didn’t like me but no one deserves to be treated like that. I am so disappointed… I’ve moved across 3 states and I’ve still consistently patronized Blaze because it’s my fave but...

I understand it is $3.14 pizza day so I knew it was going to be busy. I expected to stand in line for a bit, which was fine. However, the customer service at this location is atrocious. We stood in line for 45 min outside and by the time we were actually able to get in the building I saw numerous employees just standing around chatting with each other. The ones that were working kept stopping to chat with the people behind them. When it came to my turn to get a pizza I asked the guy for extra white sauce and he barely put any on there. I asked for more and he ignored me. I thought all good I will just asked the person at the end just put some on top of my pizza. Well he passes my pizza to the girl for meat and the girl sat there staring at the girl next to me and not even acknowledging that I was standing there. The people behind me even noticed it. I finally get my toppings and when I asked for white sauce on top she says oh we can't do that. I explained that my husband and I had gone to the one in Arlington for lunch and they did it. She said oh different locations do different things. I was a little taken back by that because I thought the point of a franchise was to be uniform and do all the same. So I asked for a side of white sauce and she said oh we don't do that either. I was confused and she passed my pizza to the oven guy. I got to the counter to check out and asked the girl if I could just get a side of white sauce since the guy barely put any on there. She asked the guy standing around behind her and he said oh we aren't doing that today. Uh why because yall are busy? Because there are like 4 employees standing around doing nothing right next to you. Basically in the end the manager said she would give me the side of white sauce one time but this was only after I asked them to remake my pizza and put the extra white sauce on it like I asked the first time. We frequent the Arlington location at least once a month and have mever had customer service like this. The owners of this location really need to go watch the Arlington location and see how they run the store and how they treat customers because the customer service at this location is completely lacking. Oh and one last thing. TURN DOWN THE MUSIC. It was so loud in there I couldn't hear anything my kid was saying and he was...