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Maybe she doesn't realize that the crust isn't supposed to be hard?
I don't have any problem with pizzas that are supposed to have a thin and crispy crust not being thin and crispy, but if it's a thicker crust pizza, it's a softer crust. More chewy....like good pizza crust should be.
We tend to only eat pizza's that are thin and crispy, but they come out "hard" for how I would interpret it. Cooking times can be tough, and my mom has a hard time with that.
When I make bar pan pizza's with thick and fluffy crusts, they don't come out hard - but they aren't supposed to either. I sometimes have trouble even getting those crusts to cook at all.
We used to have problems with the crust just not getting cooked enough (still a little doughy), now we always put it on the lowest rack and maybe add a couple extra minutes to the cooking time to let the stone heat up more... We never make pizza (frozen or otherwise) on anything but a stone!