Blaze Pizza — Restaurant in Normal

I have to admit Blaze was once fantastic. However, they either have a new manager or some new policies because they've absolutely gone downhill. We've had three very unfortunate incidents in the last few months that were quite disheartening. The first incident occurred about 2 months ago. We placed an online order, received our pickup time, and proceeded to drive over to their College Avenue store to get our lunch. When we arrived, a full 10 minutes after the scheduled pickup time, we were informed that our wait time would be 1.5 additional hours. Huh?! An hour and a half for a pizza? The store employee acted as though they couldn't have cared less. We were on our lunch break from work and did not have additional hours to spend waiting on a pizza that should take about 5 minutes to prepare. We got a refund, which we practically had to fight to receive, and left the store. The second incident happened about a month ago. We were standing in line...literally at the counter behind one customer...and had just placed our order. We got up to the cashier, debit card in hand...only to be informed that they were now only taking online orders and they would not be fulfilling the order we just placed. Our pizza was actually in the oven but the employee would not allow us to pay for it. The employee said our pizza that we just ordered would be thrown away. We tried in vain to argue about it but the employee just said the store would no longer be handling walk-in customers...but we were literally waiting for our pizza to finish cooking. We left the store. The third incident occurred about a month-and-a-half ago. We were informed, after calling, that they would be honoring walk-in customers. We drove to the store on our lunch break and waited and waited and waited for someone to take our order. After standing at the ordering counter for well over 5 minutes an employee finally walked up and told us they filled on-line orders first and we would be facing about a 45 minute or so wait to place an order for a pizza. Then, the employee told us that online orders would be cooked first. We asked about a possible wait time only to be informed that it could be two hours or more to get a finished pizza. We left the store and will not...

Today I went to Blaze pizza around 1:00p.m. The online order system seemed to crash or they were receiving to many orders. I called the number to possibly place an order online. The lady in the phone was very nice when hearing about the situation with the online ordering. In the middle of our phone order I asked if Blaze is accepting in person orders. She stated yes you may come inside and place and order of your location. So I quickly canceled my order and went inside. When entering a woman behind the counter didn’t greet me. As I am a manager in customer service I do recognize blatant disregard. I ask if I can place an order, the woman states that only online orders and app orders are accepted. I state to her the app and the online system is not working she again stated that’s the only way she can take orders, and questioning “What exactly does the app say”. Customers behind me asked the same questions regarding the online orders. The women behind the counter stated they only accept online orders. I asked to speak to the manager, she stated she was and there was nothing she can for me. I left un happy and perturbed by the service I received from her. In my experience as a leader that was not affective answer for the issue at hand. I called the corporate number and left a voice Mail. Hopefully a response is given. Hope to eventually change this back to higher rating....

ISSUE WAS EVENTUALLY RESOLVED.

Have made multiple contacts to Blaze Corporate including their response below. STILL HAS NOT BEEN RESOLVED.

I have been a regular at Blaze since they opened here in Normal IL. Recently I was charged 4 times in error via the mobile app close to $90. In reaching out to Blaze online for a refund, I was advised Franchise would handle.

After no response I made 2 trips in person. The 2nd trip, the manager advised the owner would handle.

I asked for the owner's phone number. I was told it could not be given out. I asked that the owner be given my phone number as a simple courtesy. I was told owner was too busy to contact me.

When questioning the logic of being 'too busy' after charging $90 extra to my card and 2 in person attempts to resolve. Not to mention multiple contacts to Corporate and Local Location by phone and email.

This was met with 'you're being disruptive' and I needed to leave or the police would be called. I chose to leave - yet the situation still...