Cheezy's Wood Fired Pizza — Restaurant in Phoenix

TL;DR: Waited 1.5 hours (double the estimated time) for 2 pizzas that weren’t even started. Denied a refund despite others getting one. Horrible management, customer service, and time estimation.

On 5/16/2024, Cheezy's was at Simple Machine Brewery. I ordered two pizzas and was told it would take 40-45 minutes. A long wait, but manageable for my family of four (my wife and our two young daughters).

After waiting an hour and a half—double the initial estimate—we decided we would have to leave if the pizzas hadn’t yet been started yet as it was getting late for the kids. My friend, who ordered after us and received a similar time estimate, also needed to leave. We both asked for refunds since our pizzas weren’t even started yet.

My friend received a refund after a few minutes. However, when I politely asked for mine, explaining the unexpected extended wait time, the head 'chef' refused, saying, "No more refunds today; it takes too much time to process them."

Excuse me? I’m usually very understanding, but waiting 1.5 hours for a 40-minute pizza without any explanation is unacceptable. I wasn’t asking for a free meal, just a refund for food that hadn’t even been made. There were two people working, one mainly making the pizzas and another taking orders/packing up the pizzas - one could have processed the refund. Ironically, they had sold out of pizzas by then and could have easily sold mine to someone else.

The excuses given were unacceptable:

"We had the whole bar order before you." Fine, but you should provide accurate wait times. If you have 12 pizzas ahead and they take 10 minutes each, give a 120-minute estimate. That way someone can make an informed decision if they want to continue with the order. I don't blame you for being busy; I blame you for poor time estimation. The cynical view of this is they way under-estimate the time to get more orders vs if they gave the real time then more people would walk away. "In a real restaurant, you can't just ask for a refund after ordering." Actually, real restaurants do offer refunds if there are significant delays or issues. I support small businesses and understand that things can go wrong. Had I received a refund, I wouldn’t be writing this review. The refusal and poor treatment by the staff are why I’m sharing my experience. I will never order from Cheezy's again and suggest other businesses looking to have Cheezy’s at their event think twice if this is how they treat...

Cheezy’s Wood Fired Pizza is genuinely like you grabbed pizza in Naples. From the first bite, it’s clear that they use only the highest quality ingredients, making each slice a delightful experience. The wood-fired process adds a perfect touch, giving the crust an irresistible crispiness and a subtle smoky flavor that sets it apart from any other pizza we've tried. We even devoured the crust, which is usually the part people leave behind—it's that good. This is a place we wish we had in Flagstaff, AZ. Cheezy’s truly offers a pizza experience worth writing home about!

Book them for your next event.

*We ate it so fast we did not have a chance to take...

We hired Cheezys as the late night food option for our wedding and they were absolutely amazing! Not only was the food was delicious - their whole set up was way better than a traditional food truck. They kept the delicious pizzas rolling out constantly, and had it buffet type style where guests could grab multiple slices of whatever flavors they wanted. They even set up a whole TV with UFC playing and all the men loved it! They also boxed up any pizzas that weren’t grabbed quickly as favors for our guests. They even provided the cutlery and plates, and had a nice set up with table cloths etc. One of my favorite parts of our wedding!...