Blaze Pizza — Restaurant in Middletown

Everytime we walk in to this place we walk in with the hope of not having to have a problem with either someone messing up our food or with their customer service. Because everytime we go in there is an issue with something. We are lactose intolerance and only get the none dairy cheese. On September 11th we had the worst experience with the employee (Laura) who cuts the pizza cut our pizza with the cross contaminated cutter with dairy. When we pointed that out she had an attitude and blamed the person who take the orders for not noting it on the paper (but it was clearly noted on the paper and we saw it because she marked it as Vegan infront of us) then I corrected her saying not it is mentioned on the paper. Then she was like whatever so do you want us to make another pizza or? No apology whatsoever.

She acted like we messed up her pizza with an attitude on her face the whole time. They ended up making another one in the back clmaing that it was going to be the same exact one we initially ordered. So we got the pizza and came home and realized that it was missing a lot of toppings plus the vegetables were burnt. Then we called to inform the management the manager who picked up the phone accused us as that it was our fault and said that we were inpatient when we clearly patiently waited till they made another pizza for us yet no one apologized for the mistake that happened manager was very unprofessional and tried to argue with us over the phone and he was very offensive. he needs some service and engagement training first and leadership skills cause he never step in to solve it and make it right at the first place instead apparently he was listening to what was going on the whole time.

I get it it's hard to find employees to work nowadays but don't just hire anyone who has no empathy or a sense of customer service specially if they are working at a front counter interacting with people. Total disappointment and disgusted by their customer service and...

The food is always pretty good, that's not the issue I want to make upper management aware of tonight, it's the customer service. I enter the restaurant to order food to take home and I'm not too familiar with trying different things from there, so I tried to memorize my order from my phone, but was a little slow at ordering it. I gave my order to one employee, then I moved to another employee making my pizzas and asking me what toppings I wanted, but then I see another employee starting the other pizza wrong, she did fix it quickly, but my attention, as the customer, was now between three different employees all talking to me about my order and what I was waiting on and I began to feel extremely overwhelmed and anxious. I'm trying to focus and answer questions to one employee only, but now I had two other ones asking exactly what I ordered and how I wanted everything, when I already confirmed all this initially. The guy was very friendly and understanding, but some of the other employees were not friendly, had little to no customer service skills while handling my order or others and then after I paid for everything, they forgot my salad, so I had to remind them I never got it and again, what kind I even ordered. It could be a technical issue, maybe your system doesn't print or display orders for customers and/or modifications, but it's very overwhelming, as a customer, to repeat everything numerous times, talk to multiple employees at once and then have to babysit each employee as they make your order to avoid recooks. Just a heads up from one restaurant worker to another. Customers don't like or want to feel overwhelmed or anxious when spending their money and a genuine or even fake smile helps lighten the tension too, makes us feel a little appreciated for spending our money at your place of...

Wasn't their best night, but they were understaffed, which probably caused some of their problems

Got there 15 minutes early to try to add a plain cheese pizza to my carryout order, but even though my order apparently hadn't made it into the oven, yet, I was told I would have to get in the back of the 20-30 person line to add the cheese pizza. 😣

One of our pizzas came out late and was charred, because they only had one person working the oven.

Once my final item was out of the oven and placed on the pickup rack, I took it over to the person who was trying to put the orders together, letting him know that this was my last item, as he already had my two pizzas in front of him. He fussed at me for grabbing the item, and then sat it on the two pizzas and preceeded to work on other orders that were came out after mine. After 5 or 6 minutes, I finally asked him if I could please take my order, since he had already wrapped it with a band, but he thought there was another item, and was reluctant to let me have it, until he finally realized that the order was already complete, which I had already told him when I brought him the last item. 🙄

The pizzas were both ok..not quite as hot as they usually are, but that was probably that extra time it tol waiting on them, when I usually getbthem right as they are done. The charring was only on the edge of the crust on the one pizza, but they did mess up one of the dipping sauces we had ordered. (Again, probably something they would have caught if they weren't scrambling around so much.)

All in all, an ok experience, but not as good as it usually is, and I was a little disappointed that I couldn't add a pizza to an existing order, even though I got there early enough to be able to add it to...