Review of Upper Crust Pizza Downtown

I have been ordering gluten-free pizza from Upper Crust for several years. The crust is very good and I haven't had a bad reaction even though I am a Celiac. But tonight's experience was terrible and I may not be going back. We ordered a large gluten-free pizza and a gluten-free brownie and a salad to go from Gabe in the restaurant. I very clearly ordered gluten-free, and when Gabe asked me if I wanted bread with the salad I said no I can't eat the bread. When we got home I was serving the pizza and noticed that it was not a gluten-free crust. I would not have known that if I hadn't ordered that pizza many times over the years and didn't know the crust well. Since my boyfriend bought the pizza he called and spoke to Gabe and said that there had been a mistake that we had not received a gluten-free pizza. Gabe told him that they were out of gluten-free pizza crust, which wasn't in fact true. Then Gabe told more lies. Gabe said that he told me that they were out of gluten-free crust, and my boyfriend answered that I would have canceled the order if I knew that because gluten makes me sick. So Gabe replied that I didn't order a gluten-free pizza. My boyfriend said that he clearly heard that I did. Gabe responded that I agreed to the change from gluten free to regular crust and that people do it all the time, and my boyfriend pointed out that didn't make sense. Gabe's denials and my boyfriend's counter arguments went on for a while and the call ended without resolution. So my boyfriend called back and spoke to someone else who said they did have gluten free dough but only enough for a small pizza. So my boyfriend asked for a small. And went to pick it up under the impression that it would be a substitution for the mistaken order and would not be charged. But no, Gabe was there and continued to argue with him and charged him for the pizza. The whole time my boyfriend was calm and polite. He pointed out that I could have become very sick if I wasn't a regular customer who knew the crust. Gabe seemed only concerned about being right without concern for his customers. It's very disappointing because I have limited restaurant options. I have experienced honest mistakes from servers in other restaurants that resulted in my having stomach cramps and diarrhea for days. I didn't get angry, I didn't write a bad review. I know it's my responsibility to be vigilant about what I eat. But Gabe's behavior and attitude was just so callus and selfish I had to say something and it was clear that Gabe and his co-workers and management didn't care. I hope this review helps someone who suffers from food sensitivity and just wants a pizza every once and a while. Go somewhere else.

How confident are you that this establishment takes safety precautions against cross-contact?

— Not at all

Is there a gluten-free menu?

— Gluten-free items are marked on the main menu

How much of the menu is available gluten-free?

— Some

How would you rate the taste and quality of the gluten-free food you tried?

— Good

Other Characteristics

• Good for kids
• Good for lunch
• Good for takeout
• Offers delivery
• Offers online ordering
• Offers outdoor seating