Pizza Pizza - Head Office — Local services in Toronto

DO NOT ORDER FROM THE MISSISSAUGA GRAND PARK LOCATION OR PIZZA PIZZA IN GENERAL! This was, by far, the worst experience/customer service experience I've ever had with any restaurant/corporation. If I could give my experience zero stars, I would.

I made an order around 9:31 p.m., and asked the delivery driver to call when they arrived at our condo lobby, so that my boyfriend or I could go downstairs to meet them. We received a call from the delivery driver around 10:07 p.m., and so my boyfriend went downstairs right away. The delivery driver was no where to be found, and our front desk security was able to confirm that no one had entered the lobby. My boyfriend called Pizza Pizza's customer service line, and was asked to wait/be put on hold so that they could make contact with the delivery driver, which he did, patiently. He was advised that the delivery driver was there, but he was not. My boyfriend even walked around the building and to and the building next door, just in case the delivery driver was there, but there was no sign of him. The customer service representative kept putting my boyfriend on hold, and kept advising him that the driver was there, and had even talked to the front desk security (who, by the way, confirmed that he had not). My boyfriend advised the customer service representative that we were still willing to pay, but would just like our order. He asked if another order could be sent and/or whether we could be credited for the inconvenience. He was told that this was not possible. He asked to be transferred to a supervisor, and was transferred to one named Simrit. Simrit was very rude, and again, advised that NOTHING could be done. After 45 minutes of waiting in the lobby and being on the phone with customer service, my boyfriend came upstairs. This was around 11:00 p.m. He was hung up on and never received a call back.

I proceeded to contact Pizza Pizza's online customer service chat at 11:00 p.m. I was connected with Hammad. I wasted 25 minutes of my time speaking with him. I explained the situation, and we were given the same answer, that they could not do anything. They could not send a new order, they could not offer a credit, nothing. Like during the phone chat that my boyfriend had had with another representative, he constantly left to go "check" details. He then had the audacity to tell me that the driver had attempted delivery and that we were not there. One, we had no reason to lie about a damn pizza order and, two, what happened to the customer is always right? The delivery driver and/or location lied about coming. Plain and simple. Hammad eventually told me that he could make another order for another location, but that we would have to pay AND go pick it up. He told me that the location that we had ordered from was closed, even though their website indicates that it is open until 2:00 a.m. Another lie.

All that to say, we did not receive our order, and were not provided with anything for the terrible service. Thank goodness we were going to pay at the door, because getting a refund would have clearly been a headache. The funny thing is, that even though he was extremely late, we were still willing to pay the delivery driver for the order and offer him a tip.

We were advised by our front desk that this is a common problem with Pizza Pizza. That orders will "mysteriously" disappear and that customer service does nothing to resolve the issue. I am just floored at the poor customer service that a big corporation like Pizza Pizza offers. I've had way better service from other restaurants, who know how to treat their customers. Clearly, Pizza Pizza does not.

And to this particular location: I'm not sure what happened on your end, but I can tell you that no order arrived here. The driver did not come, and whomever was communicating with Pizza Pizza's head office/customer service was lying to the representatives. This was one of your employees. This is not a good look for you. At this point, we do not want anything from you. We will not be ordering from Pizza...

I've always ordered from here, but since covid it appears pizza pizza has gone down hill. Now the location in my hometown and when you go in person is great. But calling in. No thanks. I called on Sunday June 01,25 ordered one l cheese, one large pep, and a gf pizza. I spent forever trying to explain this order to the person that was taking it over the phone and had great difficulty. Then 20ish minutes later got a call from them again and they had to confirm the order because the store apparently needed to have my entire order confirmed. I didn't understand why they needed all of that and began to ask questions in which they just kept saying. We're really sorry and then demanded. I confirmed the order. They refused to answer any and all of my questions. They refused to help me understand things as I am autistic and I have processing disorder. They began getting very rude with me even raising their voice with me. To sum this up, it just overall was not a great experience so I ended up sending over somebody to go to the actual location to confirm what was going on. To which they said there was never an issue and that would never happened to confirm it. The entire order came to $70 I believe with the delivery not included. I had wanted to complain about this and I was given every story imaginable it was. Keep calling back and we'll see if we can connect you. There's not somebody available on the weekends for this. You're going to have to call back on a Monday and they even so much has said that I needed to have my number given so that somebody could contact me back. I did all of this and when I called today because I hadn't heard back from anybody I have been hung up on by 15 people. I have been treated very rudely by two supervisors and the one in particular's name was Sonya. She would not let me actually tell her what happened or what went wrong and every time I asked a question she was quite rude with me and though many times in the call I had said this conversation clearly isn't going to go well. Can I please be transferred to somebody else she refused to do it. She also yelled at me and didn't really seem to understand what my problem was and had said that my order was a large order. And when I had questioned it and said that's a large order? Thinking it was a very small order as it was just three pizzas. She said in a rude tone. Yeah three times. But said it in a way where I was stupid. She eventually claimed that she didn't like how I was talking to her because I was pointing out that she was being very rude to me and was over talking me and wouldn't actually let me say the complaint. And then mocked me and made fun of me based off of her assumption that I was complaining because they had called to confirm something. Which the real issue was that every single person I had spoken to on that day and then any day after had been very rude to me. Spoke back to me and was just simply not pleasant. She also questioned me right off the bat as to why I didn't complain that same day and even when I said that her staff had refused to send me to anybody. It was still somehow my fault and my obligation to speak to somebody even though I had tried. In total in the past 4 to 5 days I have spoken to a total of 25 people and still not been able to actually tell anybody what my complaint is. And pizza pizza. Before you comment on this to give me the generic message that you've given everybody else which is I'm sorry. Please write your feedback here. How about we just work on our customer service a lot better! Or don't treat anybody including ones with disabilities in such an ill manner!! Oh and to top this all off my order has been messed up about 70% of the time including cause severe allergic reactions due to the order being wrong and when I've called to complain about it I basically got told oh well it's not...

TL;DR - Rotten broccoli and rotten customer service.

Let me just preface this by saying I am the easiest customer to please. When my order arrives 10 minutes after the guaranteed time, I don't bother calling for my free pizza. When the drivers trick my mother into thinking I haven't tipped via credit card already, and she gives them an extra 5 dollars, I get a little upset but fine. But this time was too far, and I am never ordering from Pizza Pizza again. I ordered a pizza with broccoli on it, and it tasted weird, but I was in the middle of work so I didn't pay much attention. After 3 slices, I looked down and noticed the broccoli was literally rotten. It smelled sour. It was brown/pink (see picture). I called Pizza Pizza, and they make it as HARD as possible to file any complaint or get a refund, no link on their site or anything. I got put on the phone with a woman named Karen. She was the rudest person I've ever had the displeasure of speaking to. When I told her my issue, she argued with me that I only had broccoli on one of my pizzas, which was true. I only wanted a refund for that one pizza; any other service, like UberEats, would have refunded the entire order immediately. This woman, no joke, offered me a $2 credit that I have to redeem via a web order. I said no, I literally ate rotten broccoli, I don't even want to eat either of these pizzas anymore because I don't know if it's fresh, to which she retorted "call back if you actually get food poisoning". She then offered $2 per pizza so $4 total. I told her I'd be calling back to speak to someone else, because I was in disbelief that Pizza Pizza's service is this bad (spoiler alert: it is). She says with sarcasm: "go ahead". (If this is her manager reading this, you can listen back to our entire conversation. It was at 7:26 on June 17.) I call back and long story short, another guy offers me $6 credit, insists that their policy means they NEVER offer refunds. I accepted it because at this point I was tired of being talked to condescendingly, but good for you PIzza Pizza, you can keep your 6 dollars, and I'll spend the rest of mine somewhere else, because if I wanted to eat garbage I would dig...