MOD Pizza — Restaurant in Hutto

Let me start by saying I love Mod Pizza and usually enjoy eating there. The last couple of times, however, it seems like the service has started slacking and customer service is definitely taking a hit. Today about 4:45pm (not a typical rush hour dinner time) I pop in to just order a pizza to go and there is a group of young kids in front of me about four or five kids are together and so I’m standing behind them, waiting my turn. There were two people behind the counter working on pizzas. After waiting about five minutes and noticing that they don’t appear to be working on the pizzas for the young kids in front of me, I finally asked the kids if they had asked to help them yet. One young man says no they haven’t so we’re just hanging out here. I mentioned that they must be doing online orders. The young man finally asked the workers if they’re going to be able to help him or are they working on online orders? The guy behind the counter says yeah we’re working on online orders so it’s gonna be a while. Probably about 10 minutes before we can help y’all. I asked the worker don’t they have someone who’s helping the walk-in customers while someone else helps the online customers? He just looks like that was a foreign idea to him and he said no it’s just gonna be a while before wr get to you. Needless to say I walked out and will get dinner elsewhere. I totally understand being busy, I totally understand being understaffed, but to not even communicate with the customer (s) standing right in front of you, obviously waiting to place an order?  The lack of customer service in our culture right now is shocking. This is definitely not good...

Ordered Pizza from app after Football game. Pizza was supposed to be ready in 20 minutes. 45 minutes later, still no pizza. We were told that they had run out of dough and had to make more, but that ours would be in the oven in five minutes. When we inquired after another 10 minutes, we were then told that our pizzas weren't started yet, but would be produced from the next batch of dough (apparently they were so far behind as to necessitate making more than two batches of dough). A refund was requested at which point I was told that a manager was required, necessitating the need to waste more time. Supposedly they will process the refund to my card within a few days, but I'm skeptical. If they can't even manage to stay ahead of their need for pizza dough on a normal Thursday evening, how can I be sure that there is enough discipline within that same management team to ensure that my refund is processed properly. I understand that sometimes during busy times, things can get behind. However, there is no excuse for telling a customer a blatant falsehood. I dare say that had the employees been honest with me from the start, I wouldn't have felt the need to write this out. Poor management, poor execution, all around poor experience. If you are wanting MOD Pizza, my advice would be to take the extra few minutes and drive to Pflugerville. Don't waste your time here. The result from this: I left the store with no pizza, and no refund. I am extremely disappointed as this isn't what I have come to expect from this location...

We are regulars at this specific MOD location and have been for years. We usually stop in pretty late after sports practice (after the dinner rush). It has always been one of our favorites for a quick dinner on a busy night. Over the last several months, we've seen such a decline. From the soda machine being inoperable for over a month to a dirty food assembly line and poor customer service . . . We won't be going back for awhile. This last visit was the worst by far. The old staff greeted you when you walked in the door, "Welcome in," but this new staff goes out of their way to avoid eye contact or any sort of acknowledgment until it becomes uncomfortable. The ever changing staff has no idea how to make dough or to build a pizza. The last several times we went in at 8:30 (an hour and a half before closing), and every single chair had been stacked and turned upside down onto the tables. This is so unwelcoming for guests and completely unnecessary considering the number of employees they have working at this time. It's not like they are in the habit of cleaning the tables, so cleaning them once at the end of the night shouldn't be that difficult. Chairs could easily be put up much closer to closing. Upper management definitely needs to step in and regain control before their employees put them out...