**This post has been updated July 13, 2017 based on new information about how to eat gluten-free at Snooze.**
A blog post that originally talked about my great experience at Snooze has since been deleted because things have changed since I wrote this first blog post. Here’s what went down:
I was at Snooze in early July 2017, with my friends, and I ordered the “gluten-free friendly” pancakes. I used my Nima Sensor to test the pancakes and the sensor came back with the message, “gluten found.” The server made me a new pancake, and I got the same “gluten found” message.
I’m not sure if the batter contains gluten, or if cross contamination is pervasive there, but I do not recommend eating the gluten-free pancakes at Snooze. You can watch my Nima test live here:
I tested the omelette and it tested fine. If you want to eat gluten-free at Snooze, I highly suggest you stick to the naturally gluten-free foods.
After this incident, I emailed the company to tell them what happened, as well as let them know that the manager did not handle this situation well, at all. In fact, the manager was rude to me, telling me that Snooze only offers “gluten-free friendly” foods and that I shouldn’t have ordered the pancake if I had celiac disease.
I told her to pull the batter now that she knows it’s got gluten in it, and she refused to do so (which is unethical, in my opinion).
I want to share a statement from the company:
Thank you for joining us and taking the time to send this our way. We take feedback very seriously and we have forwarded this email on to our management team, regional manager, CEO, COO and training team to read and address immediately.
First and foremost we are sorry for the frustration this visit caused you and all of the miscommunication that was conveyed. We are truly thankful for the feedback as there is a clear opportunity for us to re-train our staff properly.
We have spoken with [manager name] about the way you felt when you were given the opportunity to speak to a manager and are working with her to coach her and make her a stronger member of our team.
The health and safety of our guests are our top priority and we make every effort to accommodate our guests who have food allergies and food sensitivities, however, we do not consider ourselves gluten-free. Instead, we signify that we are gluten-free-friendly as we are happy to provide gluten-free recipes but cannot guarantee cross contamination without a separate kitchen.
We sincerely apologize that this was not handled properly and have checked our batter to ensure that it is correct going forward. If a guest has celiac disease we do not generally advise that they dine at Snooze. We will be using this experience to re-train our staff and management team immediately.
Our general manager did remove your pancake from your check but when your server split the checks for each guest the comp was deleted and she did not notice. Again, this is our mistake and should have been handled with much more attention to detail. We will be coaching her to take the time to double check in the future. We were happy to take care of your breakfast yesterday as we are always disappointed when our guests do not leave happy.
Please feel free to reach out to me again Jenny and I am more than happy to call you and have a discussion if you would like. Again, your feedback has been taken very seriously and we sincerely apologize for the frustrating experience you had.
If you’d like to eat at Snooze, I highly recommend you test your food with a Nima Sensor or find somewhere else to eat altogether!