Glass Nickel Pizza Co. - Madison East — Restaurant in Madison

Sad to say I had an overall negative experience at the East Madison location recently. I placed an order for pickup/carry-out. When I got there I handed over my vouchers for $10 off an order with 10 cards. The person handling the pickup gave me a weird look and the 3rd degree on where I got them and said, "we have to ask where they are from, because these are usually only from hotel orders". I explained that I knew where they were from as a family member who worked at a hotel had given them to me. Nowhere on the cards does it say can only be redeemed from a hotel, so there's no reason to not honor the deal. I have used these in the past with no issues or questions about it.

Somewhere between leaving my house and getting to the restaurant I must have dropped 1 of the cards, as the employee then remarked that I only had 9 of them. I went out to look for the missing one, but could not find it. I came back and asked if they could still honor the deal, and was denied. (I realize that technically I did not meet the deal criteria since 1 card had been lost...but coming from a long customer service history I feel very strongly that in most circumstances something like this would still be honored, and that I was denied because of the previous noted demeanor and skepticism over my use of the discount to begin with.)

So I didn't push it further and just paid for my gluten free pizza. Got home to eat it and discovered that it was well overcooked and burnt on the entire outside of the pizza. It was also very dry and lacking much sauce, and overall poor quality. I'm pretty sure there was cross contamination as well, as I ended up not feeling well after eating it.

I used to be a regular at this restaurant, to the point where I was on a first name basis with several of the staff. It seems most of the ones I knew are no longer there, and the last few times I have been in there the overall service level and energy have diminished from what...

Ok now I can tell you this is not what I would like to write about this place, but I really have no choice. I'm a Pizza guy. I've served pizza's for 5 years of my life. I also know when I see something fishy from an online order I know when to call the customer and make sure that the food is corrects as well. So I get my food there is no sauce on the pizza. There was a bunch of ingrediants I didn't order on my half of our specialty pizza as well. I was like ok I'll just call the store. Now that my order is so fubar and I don't have the food I don't want to eat. After calling the store the manager on duty tells me that they can remake the pizza, but I have to pay for the new one. My bill was $50.00 I left a 20% tip. I also know when ever someone orders online as a manager I go out of my way to find out whats up with the order. I don't mess around here cause I don't want a call back or a bad review! I get companies need to make money, but when you order from a place of business and when the app goes on the fritz and you can't read the ingrediants that are on the pizza when you on the page although I simply had a half and half pizza I would damn make sure that I'm taking care of my customer! Have had it with glass Knick management. I know the owner he is a great guy by the way. I just don't know why when something is wrong I can't get a refund or my pizza remade for free. I get some 20 something kid who says I can't make a pizza for free. I don't know about you, but I do know mistakes happen on both ends of the spectrum as well. I know I didn't press anything on the menu to colapse my pizza so incorrectly the way it came out! I love pizza! I love Glass Knickel Pizza just not the managers and the protocals they take on the business...

Edit: Well, since then things have improved! I don't order as often anymore due to financial constraints, but after the first time being a bit of a SNAFU its improved considerably. Pizza was well-sliced, very tasty, and perfect on the order. Not sure about the onion rings, but I'm glad to say they've been as good as I remember now. Cheers!

I'm a bit conflicted on this one. On the one hand, the pizza itself was incredible. GN still knows how to make a kickass pie, the cracker crust is incredible and a must-order if you're a first timer for the restaurant. Delivery driver and team was very communicative and even sent an image letting me know where it is so I wouldnt be stuck looking for it.

On the other hand, I ordered extra pepperoni and cheese for my large. Got lots of cheese, hardly a lot of pepperoni. Decent enough amount, but... I ordered extra for a reason. They cannot seem to cut a slice for the life of them, not even cracker crust. Cheese and sauce was sluicing off individual slices and stuck on to the rest like a coagulated mass making it impossible to get a clean one. Onion rings I ordered also. Not bad, but not very impressive, either. Too much breading and fried dough, not much onion. Onion was not crunchy either, like it had sat soaking in all the dough juices for way too long.

I really like GNP for their stuff, I really do. Hopefully this location can improve on itself, otherwise I might just shell the extra money to order from the West Side. For the money I spent on this dinner, I really was hoping for a better treatment of the...