Jet's Pizza — Restaurant in Middleburg Heights

Horrific service. Avoid this location at all costs!

On 6/19, I placed a large order online from Jet’s Pizza, including pizzas, cookies, and a party salad. While most of the food was fine, the salad arrived with wilted, spoiled lettuce and was inedible—we paid $40 for it and we had to exclude it from our event! I called the store afterward, expecting a refund and even offered to return the salad. The night manager, Ryan, declined and only offered a 15% credit on a future order. I requested to speak with the general manager, Dan.

I called again on 6/20 and spoke with Dan, who offered a $20 credit. When I explained the salad was unusable and requested a full refund, he became curt and said there was no one else I could speak to. After I reiterated that we’re loyal customers and hoped he would reconsider, he ended the call abruptly.

When I called back to clarify how the credit would be applied, I was told it would be on a future order. I explained we wouldn’t be returning and preferred the refund on my card. Dan briefly got back on the phone to say the refund would take 7–10 business days, then hung up again without any further courtesy.

This experience was truly disappointing. We’ve always loved Jet’s, but there’s never an excuse for dismissive, disrespectful customer service. I sincerely hope Ryan and Dan reflect on how they handle loyal, respectful customers...

They've got a new gluten free crust. It's SO MUCH better than their old one!! I love it! 1. It's reasonably priced for gluten free and that's a big thing bc the only good ones cost an arm and a leg. 2. It's YUMMY!! I don't know if they make it in house or get something frozen - don't care really. But it's a vast improvement over the old one which (I'm sorry) tasted like a butter cracker. LoL This one is like a standard crust - not thin or deep dish. It's not oily. The flavor compliments their already alcohol sauce. And it keeps well. It doesn't get soggy or fall apart. I'm truly impressed. Jet is now our regular pizza place so I can join in with the family. It's nice. I don't think people realize how much stress it takes off of you when you can be included and not need a second plan for a meal. I really truly appreciate that they have worked to improve it.

My ONLY complaint is that delivery is almost always 40 min. And I literally live 3 blocks away so we normally pickup bc that's 20 min. But the food is worth it. And they have a lovely team. A...

Their pizza is delicious and correct each time.

We've ordered from them for our church's teen group nearly every week for a year, and in that time, we've only had one snafu and they started taking care of it with me on the phone, zero hesitation.

They are kind, respectful and professional every time we interact and that's not super common anymore.

We went in last month for an early order pickup to find only one employee. That employee single handedly had our order and several other orders ready to go. He had an amazing attitude, smiled at us and chatted with us even though he was hustling like no tomorrow. Stress like that usually results in tense interactions, but not him. I was ridiculously impressed that on top of the orders and customer interactions, the restaurant was clean. It was rad.

By the way, the BBQ chicken pizzas (both kinds) are enough to make a grown woman cry.

Thank you for always...