Blaze Pizza — Restaurant in Reno

Went in lastnight. There was one woman in line ahead of us and me and my boyfriend. There were no other patrons in the restaurant at all, and there were two people working. Both of whom were working their tails off; even with only three people in line we had to wait about 10 minutes to be helped.

I am anaphylactic-ally allergic to all dairy. It is not something I enjoy dealing with. I checked their website (I had the correct location), to verify they had vegan cheese. I have eaten here before and they've had it, but I wanted to be sure. Firstly, the menu is a bit confusing, as I couldn't find the 11" and it didn't have a price, so I had to ask. I also wanted to try the gluten-free crust, but she just automatically gave me a regular crust without asking what crust I wanted. That's fine. Then the other associate started helping build pizzas, and when I requested the vegan cheese, they both said, "we don't have that here." To which I replied, "well, I can't eat here then." And literally had to walk out. It was embarrassing.

I did say that they should tell a manager or someone to take the veggie pizza and the vegan cheese options off of the website, if they are not offering it in the store. It's very upsetting for people like me who have dietary restrictions, to do our due diligence and check to make sure places have food we can eat, ahead of time, only to get there and have this happen. Thankfully, I was only with my boyfriend who didn't care, but if I had been with a group of people or had I been the last person to make a pizza and all of my friends had had their pizzas made and then I couldn't eat with them, it would've been a bigger problem.

When I said something about the website having misinformation, the one associate, quipped back a snarky response, as we were leaving. I couldn't quite catch what they said; something like they've "never had that cheese" or something to that effect. However, the appropriate response in that situation from any of your associates, should've been an "I'm very sorry for your inconvenience," and not a snippy remark. I know a lot of people still scoff at people who have lactose problems, (which are very real btw), but not all of us have a lactose problem. If I ate cheese, it would kill me. So, either fix the menu OR if they were out of vegan cheese that day, a sign should have been up when you walk in, that they're out of vegan cheese. Saves...

The folks working tonight care an awful lot. Kudos to them for taking care of me after my awful online ordering experience. Truly went above and beyond.

I made an order through the app, and tried redeeming a reward. Unfortunately, the reward didn't apply properly, and I was charged full price. I called the store, only to be met with a long-winded automated system (seriously? What's it take to speak to a real person?) and upon finally getting a hold of someone on the phone, he was super accommodating, offered to cancel the order and have me re-order with the discount properly applied, all the while continuing to make the order. This was GREAT news.

I showed up to the store, and I spoke with the lady making my order about the phone call I just had. She immediately offered to correct the order subtotal in their system, and while I was waiting, handed me a stapled receipt of the corrected order. I was also offered a drink free of charge from the person who handed me my pizza, and was assured that if any issues ever came up again, to give them a call again and they'd be happy to set things right.

6-star customer service despite a 1-star corporate hellscape of an ordering experience....

This is a very disappointing experience once again. I have ordered pizzas to go in the last two months and everything I got was completely wrong but I thought I’d give it another try since it’s close to home. I pulled up and ordered on the app they asked me if I want to delivery or curbside so I put in my car info and waited patiently. I was supposed to get my pizza at five so I called. Hmmm. No answer. Ok. Understandable. The phone message told me to go to the app and order. What is upsetting is that I have a compromised immune system and I’m trying to support our local restaurants and there was no way for me to get the pizza that I’ve already paid for unless I went in. It was sitting on a table, so I inquired about the curbside service. There were five employees I was the only person around or even in the parking lot and I got a cold pizza because it’s been sitting there...