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Blaze Pizza is a fast casual chain known for customization, with a choice of five doughs and 45 toppings. So when the pandemic hit, and customers couldn’t stand at the counter to make those selections, an unexpected error occurred frequently with online orders: Customers confused the chopped garlic with roasted garlic. That led to lots of angry customers.
Blaze’s garlic mixup exemplifies the challenges restaurants faced in the early days of the pandemic when they were forced to pivot to entirely online ordering systems with tech stacks that weren’t built for such heavy, and nuanced, usage.
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