I was here visiting family and had never heard of Blaze Pizza. I saw on Google that Blaze has a decent rating and the restaurant was close to where we were hanging out, so I decided to place a pickup order online. I ordered a large pepperoni and sausage, a large pepperoni and double cheese, a small gluten free mushroom, and cheese bread.
The restaurant seemed clean. My order was as ready when it was supposed to be. The staff was welcoming. When I got back to my family all of the food was still hot. The flavors were good (I tried all four items that I bought).
Upon looking at my receipt I noticed that I’d been charge a 15% tip which I didn’t know about and certainly didn’t authorize. I tip very well for good service when I dine in, and I am generous with delivery drivers, but I generally don’t tip if I’m picking up my order. I was shocked that a 15% tip would be added to an online order without the consent of the customer. At no point in the online ordering process was the addition of a tip noted.
I called the store for more than 20 minutes but no one answered. I made a complaint online.
The next day I received both an email and a phone call from a manager. They seemed to sincerely want to know what had gone wrong on their end. They were apologetic and compensated for their mistake.
Blaze Pizza certainly needs to address a couple of issues. First, no more automatically charging online customers a 15% tip that they did not initiate. Second, answer your phone.
BUT, I was impressed with their follow up. They won me back with their customer service. I’ll give them another try.