Glass Nickel Pizza Co. – Sun Prairie — Restaurant in Sun Prairie

We will not be going back to Glass Nickel. We waited 50 minutes after our order was supposed to be ready. Furthermore, Sun Prairie has significantly better pizza for the price as well as cheaper pizza with better/faster service. Glass Nickel is the worst of both worlds and there is no reason to go here.

The Pros:

The pizza is solid. It is not exceptional or amazing, but it is good. It is probably slightly better than your average national chain pizza. This is the only reason I am giving them 2 stars instead of 1.

The new space is nice. They are in a great location with great outdoor seating. The bar looked nice and the bartender seemed to be the only person there capable of dealing with a busy restaurant.

The Cons:

The pizza is overpriced for what you get. We paid $24 for a 16" specialty pizza. You can go just down the street for a SIGNIFICANTLY better/higher quality 16" specialty pizza at Salvatore's for $25. Or you can go to Dominos which may be slightly lower quality but is $19 for a 16" specialty pizza.

This location has SERIOUS staffing and/or workflow issues. We ordered one large pizza and one side of bread sticks at 6:30pm. We were told our pizza would be ready at 7:05pm. We arrived right on time and the waiting began. Long story short, we waited roughly 50 minutes to get our food, leaving the restaurant just before 8pm (1.5 HOURS after we originally placed the order). There was a group of 10+ people in the same boat as us waiting for their food. One couple had already been waiting 30 minutes when we arrived and were still there when we left! Clearly these orders were not being fulfilled first in first out! Adding insult to injury, we asked if our pizza was started because if not, we wanted to cancel our order. The woman went back into the kitchen to check and just so happened to find our order ready to go! It was warm but not hot so clearly hadn't just so happen to come out of the oven. Their system was just so horrifically disorganized that they had no clue it was done and that we were waiting.

I do not blame the individual workers here. I could tell they were stressed and doing what they can. And they were clearly all very young with limited experience. I blame the managers and the owners. This place needs a complete overhaul of their system. The restaurant was a chaotic mess and whoever is running the show needs to completely rethink how they are going to manage the order flows and deal with being both a dine in and carry out restaurant.

Save your time, just go...

Here's my yelp and Facebook review Awful service. If you want glass nickel go to another location. A group of coworkers and myself place an order today. My sandwich was delivered with the side sauce cups completely broken open and spilled in the bag so much so that the bag was soggy, ripped, Falling apart and dripping with ranch/buffalo sauce. The driver told my coworker who brought it in that I could call for a new sandwich. I was ok with that option because I love this sandwich and order it all the time from the glass nickel Fitchburg location. My first phone call with the place was fine they had apologized for the error and said they would have another one out in a bout an hour. I then called back upon realizing my sandwich was made wrong as well to ensure they made the right one. It should be noted I placed the order with (perhaps the manager, because he casually worked in that he had been there ten years). They said they would make sure it was made right and have it out in an hour. An hour goes by with no sandwich so I call and they say they attempted a delivery. I had it delivered to a business they've delivered to for 10 years according to my conversation with the manager. But I still had no sandwich and apparently the delivery driver gave up At this point three hours after the initial order had been placed I was on the phone and told the manager this was unacceptable he responds with we only have one driver so delivery times can be delayed and that in 10 years they've never had trouble. I asked for a refund and he stated he would look into it. My card has been charged and I have never felt more disrespected as a customer in my life. My career has been in retail customer service so I know how customers should be treated. He was rude and non apologetic and only argumentative. I suggest they hire more delivery drivers and fire their manager and hire a customer centric manager. I feel bad for the delivery drivers as they must get run around crazy. I'm not even going to get into my coworkers sandwiches that were dry and their soggy fries... End note: If you don't mind bad customer service and so so food then this is the...

What amazing customer service! Last week my son and I were driving through downtown and before we left we put in an online order. Order was to be ready to pick up at 5pm - Perfect! When I got there they said it would need 4 more minutes. I can wait for that, I thought. I waited 15 minutes and one of the staff members came to tell me that there was an accident in the kitchen and my pizza needed to be remade. My son had been waiting in the car for me...we were tired, hungry and I just couldn't leave him in there any more, plus we had groceries that needed unpacking. The staff member told me that she could either refund me the money or have it delivered. I asked for it delivered and she said she would cover the cost to do so. I was so grateful because I didn't really want to pay a delivery fee on top of the wait. We came home and unpacked and shortly after the doorbell rang. It was HER! She personally delivered the pizza at my front door explaining that she was the General Manager and was so truly sorry plus on top of that credited the cost back to me for my order. What? I was only looking for the delivery fee to be covered but the entire order? That was not at all needed but guess what - I will be back over and over again because they truly are great people! Our pizza and breadsticks were out of this world! Kudos to Glass Nickel and their AMAZING...