4.4
Superb
242 Reviews
3622 East Highlands Ranch Parkway, Highlands Ranch
Customers’ favorites
- Cheese Pizza Dine in: Yes Outdoor seating: Yes Takeout: Yes Delivery: Yes Curbside pickup: No
- Custom Personal Pizzas
- Create Your Own Pizza
- Build Your Own Pizza
“I want to start by saying I understand that businesses need to change and evolve. However, there is a big difference between making a change that improves the customer experience and making a change that takes away from what made your business unique. Unfortunately, my visit last night felt like the latter. One of the biggest reasons we have always enjoyed MOD Pizza is the experience. You walk through the line, watch your pizza being made, choose your toppings as you go, and can make adjustments along the way. That customization and interaction were a huge part of what separated MOD from other pizza places. That experience is now gone, and honestly, it was disappointing. Instead of making the pizza in front of you, everything is written down first and prepared afterward. I specifically asked for all of the proteins, including the spicy chicken, and only the chicken and spicy chicken ended up on the pizza. Under the old system, I would have immediately seen that something was missing and could have corrected it before the pizza went into the oven. The pizzas themselves also looked noticeably different. In the past, MOD pizzas felt generously topped. Last night, they looked much lighter and less substantial. Maybe that's part of the new process, but as a customer, it doesn't feel like an improvement. We also had to go back to the employee twice to have things added, including once for my wife's pizza. That's exactly the kind of unnecessary back-and-forth the old system prevented. Even something as simple as calling out customers' names seems to have disappeared. That used to give you another opportunity to catch something before taking your pizza back to the table—whether it was an extra topping, drizzle, or something that was missed. And that's the frustrating part: MOD used to be different because of these things. When we go to MOD, we're not looking for a traditional sit-down or wait-for-your-food experience. We're going there specifically for the MOD experience—the customization, the interaction, the ability to watch your pizza being made, and the overall vibe. This new process feels like a significant step backward. It may be more efficient operationally, but from a customer's perspective, it takes away much of what made MOD special in the first place. I really hope MOD takes a hard look at this change. Sometimes trying to streamline a process can unintentionally eliminate the very things customers loved about the brand. Please bring back the experience that made MOD different. That's what brought us in—and it's what will keep us coming back.”
Fast Food · $
