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Summary: I saw reviews that this pizza place offers Gluten-free options but was highly disappointed by the experience, which resulted in us not being able to have the food we paid for due to poor management. My rating is based on the poor experience, but also optimism over the potential of the place. Prepare for a wait if you go when Yom Kippur ends.
The longer story:
I'd physically enquired about gluten-free options. I was told they had, and was directed to the QR code for the online menu to see options.
It was just after Yom Kippur so the self-order-'restaurant' became busy after I entered. I'd made a simple order of 1 GF margarita pizza - priced 69 shekels. The staff member was new so didn't know how to find it in the till system at first and had to call the owner. It's not great that the owner leaves somebody new in charge of a place without proper training, and the poor guy was busy and stressed. The owner should also take care to employ more staff knowing it will be a busy time. Just poor management.
After approx 10 minutes waiting I went to the front of the line to check how long it would be, to be told that suddenly they don't seem to have a gluten-free option and the kitchen had only just informed this (even though the cashier had specifically told them after my order to use fresh gloves, which I'd asked him to say). The line of customers was long so if I hadn't gone to ask, I'd probably be waiting until closing time! There was only 1 cashier working and a couple of kitchen staff cooking.
The new staff member then also didn't know how to process a refund and was told by the owner to take my details so he could do it himself another day. I'd actually paid by cash which he still needed help with, but basic service recovery for an issue that didn't start from the customer could've been to offer a cash refund in the first instance if it's simpler than a card refund.
After receiving the refund, we left hungry, and annoyed by the whole experience.
Decent service recovery would've been a sincere apology and offering at least a discount on a future visit or something, but no way would a new stressed worker have thought of this - all stems from the management who had been on the phone and had the authority to make that suggestion to the worker.
I haven't rated this a zero as I felt bad for the new staff member. He also spoke enough English to actually take my request for new gloves seriously enough to pass on the info. The general atmosphere in the 'restaurant' was buzzy and they have plenty of tables plus easy access to view an online menu which can be changed to English. So my 3 stars is more for the potential, certainly not the overall experience today. I imagine that even though they have a gluten-free option, it's unlikely a sterile kitchen - just my guess based on the experience, so I wouldn't recommend it to coeliac people. For now, I can't even recommend it to gluten-free people as they didn't actually have gluten-free options available. La Lasagne restaurant a few minutes walk away on Dizengoff definitely offers a gluten-free pizza. A real shame that I have to recommend another restaurant in this review
