Pizza Palace Subs And Wings — Restaurant in Barrie

Terrible experience!

My husband and I ordered pizza from here for the first time on Aug. 9 as we wanted to support a local business rather than a chain. We used their online ordering tool and ordered the single XL pizza deal which included 3 pops and 2 dips. We selected a delivery time of 7:50pm. A few minutes after I placed the order, the manager called to inform me that the dips we selected were out of stock so they'd have to give us different ones - not a problem for us at all. The delivery time of 7:50 came and went... I decided to call at 8:30 to make sure everything was OK. The manager answered the phone and assured me the delivery driver was on his way. The delivery driver finally showed up at 8:45 pm - 55 minutes late. When he got to my door, he told me there would be an extra $6.00 delivery charge because of the "long distance" from the store to my house. I was baffled by this... my house is only 12km from the store, plus I had also already paid their standard $6.00 delivery charge, and now they want MORE, despite being 55 minutes late?! My husband told the driver that this is unacceptable and asked to speak to his manager. The driver called the manager who told us that on the online receipt, it says there may be an extra charge for long distance; while this is true, we could not understand how 12 km could possibly be considered a long distance (we live in Barrie) and how the website did not list any particular distance range for what "long distance" may mean, nor did the manager mention anything about the extra charge when he called me earlier about the dips. The manager tried to guilt my husband into paying the extra $6.00 by saying, "If you think this is unreasonable, even though it's only $6.00, then I will compensate the driver the extra $6.00 out of my own pocket, no problem." About 2 minutes after the driver left our house, the manager called my phone to threaten me that if we did not pay the $6.00, he would "blacklist" our house from ordering because he "can't afford to pay his driver the $6.00"... I was appalled that he did not have the nerve to say this to my husband on the phone just 2 minutes before, so he thought he could pressure me into paying, and it was pretty laughable that he supposedly could not afford to pay his driver $6. We told him that banning us from ordering again would not be a problem as we would NEVER order from Pizza Palace again, and we would be sure to NEVER recommend them to our friends and acquaintances. The only positive of this entire experience was that the pizza was pretty good.

I have never experienced such horrendous service, nor ever left a 1-star review for a restaurant until now. I would absolutely NOT recommend...

I've really enjoyed all the pizza I've ever got from here and would have left a 5 star rating anyways. What drove me to write the review now is this: We had a family emergency happen in the middle of picking up the pizza. We had already paid and were minutes away from getting our food and leaving but things changed. We said to them we were sorry but we had to leave and to give the pizza to the next person in line. Without even asking what was going on (I'm sure they could see something was not right) they insisted on giving our money back and wished us the best. This (what they would think) small gesture at that time really did mean the world to us. It was not about the money, it's about the service. They have been consistently great to us and this just cemented that. If you haven't tried their food I would suggest at least trying it once as I think you will be impressed. Thank you guys once again. You have our...

So tonight we ordered from Pizza Palace and I must say by far the best pizza we have had in a long time. We walked in and ordered 1 XL half Pepperoni half Cheese, 1 XL half Hawaiian half Mediterranean Pizza, 1 LB of honey garlic wings, 1 LB of BBQ wings, 2 pops, 5 dipping sauces and 1 order of garlic bread with cheese. Our order was ready in 25 minutes, and the cost was 76 after tip and tax.

The pizza was flavourful, was NOT greasy, the wings were fully cooked, and the flavour was superbe.

We normally order our pizza from Dominoes (1 minute drive from our house) or Boston Pizza.

For the amount of food we got the price was fantastic. It's like more than 1/2 price of Boston and probably about 20 to 30$ cheaper than Dominoes. Might even be cheaper than Pizza Pizza.

This was the first time ordering from Pizza Palace, and the staff was super friendly. I will be 100% going back for more. They have won me...