Grano Pizzeria — Local services in Vancouver

This place use to be great, but has gone downhill. Super expensive for crappy pizza and not even done right.

We placed an order at 5 pm for pick up at 6:15pm. We ordered 2 vegans and 1 vegetarian all gluten free.

When we arrived, at 6:15pm, they forgot about our order and they were not even transparent or honest about it. You can see them hustling to make our pizzas. I get it mistakes happen. What’s frustrating is that the pizzas came to $60 + and we had to pay a tip on top when placing the order online, otherwise you can’t place the order. Should have stopped there and looked someplace else.. my mistake! Then the pizzas were not ready by the time we came to pick up?

Not only that, they rushed the pizzas, they were not gluten free ( luckily I am not celiac can you imagine? ) I’m just gluten intolerant, but still that’s hard on my stomach. One pizza was super spicy that was not edible at all. This pizza is suppose to be a little spicy but the chilli flakes were not well spread out and you’d get a huge chunk of the chilli flake on one bite.. my friend couldn’t even finish her slice because of how spicy it was. The pizzas were all so sloppy and falling apart, not in the best way. They were just not good at all, they were also super cold to the touch and the taste was just so off!

I understand if an order is forgotten, mistakes happen. Just let the customer know, be super transparent and apologize about it, take your time making the order correctly and make up for your mistake instead of rushing the order and pretending your didn’t forget about it. How can you allow to charge a huge fee plus a must pay tip for badly made food is beyond me!

Definitely not...

Lovvvved Pizzeria Grano, their cashew base pizzas are so good, and the big mac pizza was a highlight, the tiramisu is also amazing. The space is beautiful, the pizza scissors are always fun, and it's a great atmosphere. I used to come here all the time.

But, last night they posted to instagram about them now offering dairy options, and a lot of customers responded critically about the decision, none of these comments were that bad, mostly people expressing their disappointment. While I totally understand that a business has to do what it needs to stay afloat right now, and this decision would not have prevented me from coming back, what was very off-putting was that Grano very clearly used alt accounts, or asked people they knew, to respond to anything remotely negative. Every critical comment was responded to by the same two accounts. One account in particular was attacking people, telling them they were losers, had no friends, were ugly and telling customers to get a life, and Grano's account was liking and supporting all these comments.

Regardless of the vegan-vegetarian change, I think encouraging the bullying of and/or attacking their once-loyal customers is really gross behaviour. They have since deleted and disabled all comments on that post because people started calling them out for the nasty bulling they were taking part in. I won't ever see this business the same again, and will never be back, which is a real shame. FYI Grano, you can 'expand' and 'evolve' without alienating and insulting the people that once...

To start with: It absolutely sucks that they have included dairy on their menu. Can't just order anything on the menu and trust it would be vegan, and have to specify to make it vegan, or ask if it's vegan. Why Grano, why?

However, the upside is (Atleast, I convince myself this way) that they have amazing vegan options and hands down the best pizzas I've ever had to date. There's just so much flavor profile and the dough is of perfect thickness, cooked in a wood fire oven. Very authentic and very Italian! 🇮🇹

Had got a very strong recommendation for their vegan Tiramisu and it tasted amazing. Would have been a great pairing with a hot cup of Joe. Next time!

The "Lows": Service is mediocre, sadly. Been there twice so far and there's just no smile on the faces of those serving, and hard to get them to even say a few words. At the high prices they charge, it shouldn't be just serving good food. Food can take you only so far. But customer service should be the top priority.

I would love for this restaurant to grow and expand (Hopefully, go vegan again), and hence I hope that they train their staff to not be transactional. Still giving them 5 stars and hope to receive better service the...