Glass Nickel Pizza

This used to be our regular pizza place. However, the online ordering system has not been working correctly. Twice we have ordered and the system has said it was successful, but when we arrive the store claims to not have the order. Rather than taking care of us, the employees are super rude about it. The food is good, but the customer service is terrible. Definitely gone down hill over the last few months.

First time order, it was delivery and was wrong. Ordered Italian sub and turkey club was sent. Disappointing when that’s the only thing you ordered.

Used to be a FIVE STAR place. These days, we can’t seem to get the right order half the time (last time we ordered a pasta dish we received a container of hot sauce… no pasta) or even order at all. Online ordering has been hosed for a couple months now. You get all the way thru your order to have your card declined. Call it in with no problem.
Several phone calls and online convos later… it’s still not fixed.
Bummer…used to be the BEST place (for several YEARS) for deliver on the SW side of Madison.

It is unfortunate but this place has really gone down hill, but their prices are high. Food is always lukewarm and all seems to taste the same. We have been disappointed the last several times. We then wait awhile and order again (mostly because the delivery options are so limited where we live) hoping it will be better, but it is not. Last night the delivery person complained our driveway was hard to get out of??? WTH? Could someone come up with decent delivery on the far west side??? Hurry.

For the love of all that is holy, fix your website. Online ordering is atrocious. Finding the menu is crazy-​making. It is one of the most atrocious user experience I have ever encountered. Glass Nickel, who made the decision to buy and use this system? Fire them. It’s 2016. How does your online experience suck this bad?

Consistantly excellent pizza. Unique options and combinations. Quick service. Seating area is small, but comfortable.

Just ordered a small gluten-​free pizza today, used the online option. Even though we *technically* did not qualify for a coupon, the nice lady on the phone gave us a discount regardless since we almost qualified. The pizza is a bit overpriced and took almost an hour to deliver (by that point I was pacing back and forth nervously downstairs), but it proved to be worth the price and the wait! I mean it was DELICIOUS, and while I am usually a picky eater who gets full from one slice, I ate like 3 and still wanted more! Overall we were VERY satisfied with pizza quality and would definitely order again (probably a larger size next time, if that is available as a gf option). Either way, I recommend this place to all fellow gluten-​free pizza lovers! :)

I continue to order from Glass Nickel because they offer a wide variety of options including build your own salads which I LOVE. The salads are pretty big and they have a great selection of toppings.
The reason I give Glass Nickel 2 stars is because they mess up my order 4 out of 5 times. Sometimes it is as simple as forgetting to include a dressing or sauce, but not always. Several times I have had someone else’s food delivered. Tonight was the worst yet. It took about an hour to get the first delivery. It was similar to what I had ordered, so I thought nothing of it… then I opened the bag and realized I had someone else’s food. I called the store and told them what happened. The apologized and said the would remake my food and send it out «right away». 35 minutes later I have no food. I call back. I am put on hold and have THREE different people pick up as if I were calling for the first time, «Glass Nickel. Can I help you?» YES! Get my order to me ASAP! Finally, I am told that my order is on it’s way and should be to me in 10 – 15 minutes. Oh, so you haven’t even left the restaurant yet. Great.
Food finally arrives. Different delivery driver. He is very nice and apologetic. However, not once was I offered anything for the trouble. I do not usually expect something for free, but when I have to call back a second time just to get my order corrected there ought to be something done for my trouble. We will definitely think twice before subjecting ourselves to the unpredictable service offered by this location.

I love the vegan pizzas here. The last time I ordered it for my non-​vegan fans and they loved it too considering they are fond of cheese and this pizza had vegan cheese. This is my go-​to-​place for pizza :)

I live well within the delivery window of this location (within a two minute drive according to Google Maps.) I’ve yet to get my pizza delivered in under 50 minutes, whether I order during a peak time or not. Tonight was the straw that broke the camel’s back. After 40 minutes when I called to check on the status of my order, I was told that it had gone out for delivery 20 minutes ago, and that it would be with me shortly. After another 20 minutes, the pizza finally arrived. That is, it took them one hour to drive two minutes in normal driving conditions (no snow, nothing.)
It was cold and bordering on undercooked when I got it, and the box was bent. When I called to complain I was told that they would allow me to go through the same process for a replacement pizza. Since apparently the solution for substandard service is to make my wife and I wait even longer, and to pay for the privilege of doing so.
Although this chain is a step up from Dominoes, they aren’t that special. I won’t be ordering from them again, and will instead choose to order from their competitors. Ordinarily I don’t review businesses online, but their repeated poor service and poor resolution compelled me to sign up for Unilocal in order to leave this review. This way, at least, people will be forewarned before ordering.

Great za!

Trying tis place for the first time… they get five stares. Wide variety on menu, plus build your own. If some one in your group doesn’t want pizza, they have variety of other items also.
Staff is professional, and pizza is great. One of the best I have had since I moved up here.

I recently moved a bit farther west in Madison and when updating my address for Glass Nickel I saw that I fell into two delivery zones — the one I’d been patronizing for years off of Whitney Way/​University, and the Muir Field Road location. I decided to switch over to my newly available location to see how it fared.
The Muir Field Road GN is fine — definitely still a step up from the national/​regional chains. There were a lot of little things, though, that I just didn’t care for in comparison to the other location:
: everything we was a little overcooked — the pizza crust was very dark and the cheese fairly browned, the Nickle Nuggets were dry and occasionally crunchy, and the Chicken Cordon Bleu sandwich we ordered was smashed flat and resembled a panini more than a hot sub (it was hard to tell if this was intentional or just got smushed in the delivery bag)
: the online ordering form offers less flexibility — I couldn’t change my sauce for Nuggets (I’m not a huge marinara person and if I’m going to eat cheese-​sprinkled chunks of fried dough I might as well ensure a future heart attack with some ranch), leave prep notes (like not overcooking them until crunchy), and in some spots the check boxes to complete your preferences for an item were redundant
: it took considerably longer for delivery than usual — this may now be the case for me with the other location as well due to the move, and it wasn’t completely unreasonable considering it was a weekend night, but when you’re used to the delivery driver ringing your doorbell in 30 – 45 minutes, an hour and a half seems like an eternity
I know these differences are somewhat nit-​picky, and I’d like to restate that this location is a totally solid pizza place — I just like the other west side location better.

Sorry but this is overpriced and doesn’t taste very well. Toppers down the street is so much better. The proportions were small, too.

The variety of ingredients is unmatched, especially when it comes to delivery places. They’re also very mindful of people with food sensitivities and allergies. Always friendly and helpful if looking for a deal!

So many great choices at this place, it’s sometimes a hard decision when ordering but my favorite is La Fiesta pizza. It has such a fun mix of flavors

The only positive thing about Glass Nickel is that they’re open late. The quality is horrible compared to what they charge. They have yet to get one of my orders correct (simple things like extra side of marinara and I get ranch) and when I call about it they don’t even seem to care. I’m officially done from ordering from them and I don’t recommend them to anyone

20 minutes late with an order I put in almost 2 hours ago. Staff are very nice and gave me a coupon for $ 5 off next visit. This is a common problem with them, so you need to pad whatever time they tell you by 20 – 30 min. If you need pizza in a hurry for guests, better off with Pizza Hut or other chain

Excellent pizza with varied selections from traditional, new takes on old ideas to gluten-​free choices… great service. Take out recommended.

Someone needs to do some serious phone training at this location. I’ve ordered from here before, but they were never a staple for me. But my roommate was recently diagnosed with a gluten intolerance, and they prominently advertised a gluten-​free crust option, so we started ordering from here instead of our preferred (pricier) pizza place.
Order #1: Took me 5 minutes to explain to the person taking my order over the phone that I wanted sausage added to a base special pizza. Really not that complicated. An hour and fifteen minutes pass, no pizza. Tried to call and inquire. Was immediately placed on hold and left there for 5 minutes. Hung up. Called back. Refused to let them immediately place them on hold (much to the person taking my call’s surprise) and managed to ask my 15-​second question. (I wanted to verify that the order had gone through, given the uncertainty level of the person who took it.)
Order #2: Placed online. Ordering system doesn’t tell you an estimated timeframe of when your pizza will be ready for pickup. Called to ask. Was immediately placed on hold and left there for 3 minutes. Hung up. Called back. This time was actually allowed to talk to a human and ask my 5-​second question. Went to pick up my pizza and watched them place someone else on hold indefinitely as we left even though no one was in line behind us.
I know this is a nitpick, but it really is atrocious from a service standpoint, and guys, this ISN’T HARD. If you have a customer in front of you, put the caller on hold, and then help them before you take the next customer. If you’re too slammed to do that, at least pick up the phone between customers and let the person you’ve put on hold indefinitely know that you haven’t forgotten about them and someone will be with them shortly. This is sort of Retail Phone Service 101.
The pizza is fine. It’s nothing spectacular, but it’s good. Some of the toppings are interesting but overall it’s good Basic Utility Pizza, the kind of thing you order if you’re having a party and want something nicer than Pizza Hut. I like the calzones because they’re the size of my head and last two meals easily, but they do usually arrive still cold in the middle. Overall, it’s pretty underwhelming, and certainly not worth braving godawful service for. I might still snag a calzone every so often, but the phone manner the last few times had me googling whether our favorite place DID have gluten free crust after all, and lo and behold they do, so our actual pizza orders are headed right back to Roman Candle where they apparently should’ve just stayed.

The Glass Nickel seems to be one of the more common pizza places around here, in that if I were going to a friend’s place and they were getting pizza, I’d probably guess that they were getting it from the Glass Nickel. I’d say it’s slightly better than your average Madison pizza. But, the average Madison pizza isn’t particularly good in my opinion.
There are a couple pizzas from Glass Nickel that are pretty good. The Santa Fe is my favorite. Barbeque sauce, onion, cilantro… if you like cilantro, definitely worth trying. Chicken alfredo is another one that’s worth trying.
But overall, I can’t get excited about it. Their «traditional» topping pizzas aren’t as good as some of their more unusual ones, and a lot of the time that I’m getting a pizza, I want a traditional topping pizza. I almost always end up getting something else for dinner when I think about ordering a Glass Nickel pizza.

Glass Nickel subscribes to the CPK pizza philosophy. More is more.
Personally, I believe pizza can be delicious by itself, and not simply a vessel for toppings. But I have to admit, Glass Nickel’s creations are pretty tasty.
Ultimately, I would give Glass Nickel 3.5 stars, but I rounded down because the pies are a bit too expensive.