Ian’s Pizza Madison | Frances Street — Restaurant in Madison

A friend and I ordered 2 slices of pizza each (both of us got mac & cheese and smokey the bandit). My friend was directly ahead of me in line. She got her pizza almost immediately. I could see that both types of my pizza were available, so I stood and waited right by the register, thinking I too would get my pizza soon. They were busy as usual, but not understaffed by any means. During my wait period of 20 minutes, I spoke to 1 male worker three times about my missing pizza and 2 other workers as well. Literally NONE of them completed my order. I mean, all you have to do is throw a couple of pizza slices in an oven, right? Not rocket science here... The only reason I got pizza 20 minutes later (after about 20 people that were behind me got their pizza before me) was because someone coincidentally ordered the same thing I did. The pizza guy I spoke to 3 times about my missing pizza almost gave it away to someone else and I had to quickly grab it away from him. The guy was surprised when I took the pizza instead of the person 20 people behind me (who had only been waiting 2 minutes) and replied "Um... Sure..." As if he had no clue how long I was waiting, even though I told him 3 times.

Clearly no one at this Ian's location cares about good customer service, or cares about their customers at all.

FYI: Ian's pizzs is NOT the best pizza in Madison, though it is pretty good.

I haven't had any problems with the State Street Ian's, so go there if you want...

The pizza itself was delicious! We tried the BBQ potato (it was super sweet, it would have been better with a sassier sauce) and the pompadour ( I believe that was the name-- it had spinach, feta, and tomatoes). There was no label for names. Their crust is a real star - perfectly crispy and flavorful. However, the churro chow was a major disappointment. They were soggy and completely lacked the satisfying crunch you expect from it's sister puppy chow. Unfortunately, I ended up tossing them.

Getting the pizza was a bit chaotic. Staff seemed to be yelling out pizza names instead of taking a name or a number. While not a dealbreaker, it's worth mentioning. Also, the freestyle drink machine was out of everything but plain sodas, which wasn't a huge deal, but adds to the overall experience. The soda itself was also flat.

Finding parking was a bit of a challenge. There weren't any close spots available, and we ended up walking about 10 minutes from where we parked. This is definitely something to consider, especially for anyone with mobility limitations.

On a positive note, they did have a sign advertising vegan nights, which could be useful for people with dietary...

I go to this location a couple of times since it is close to campus and convenient, but twice now I’ve gone in for a slice of cheese and they haven’t had any. Not a big deal, I’ll get something else. The problem is I can’t stand the pizza that has pasta on it. It’s always overcooked and dry. Still not a big deal, I’ll get bread sticks.

The bread sticks go in the oven and another customer comes in. The single person working the line helps them with their large order and forgets about my breadsticks. They come out burned. There aren’t anymore breadsticks because of the large order that came in after me. This is a Thursday afternoon at like 2 pm. It’s not busy. Now I’m kind of annoyed because I’ve wasted 15 minutes, I’m hungry and don’t have time to wait because I’m on the way to a meeting. There is nothing they can do but issue me a refund. The refund hasn’t showed up in my account. So like I just wasted 7.50$

I no longer trust this location to have enough food or staff to take care of guests. Save yourself the disappointment and go to the Ian’s on...