Gino's Pizza — Restaurant in Brampton

1 Star – Burnt Pizza, Zero Accountability, and Terrible Service

I used to be a loyal weekly customer at Ginoz since 2 years, but after this experience, never again. I received a burnt pizza and called to report it. Instead of apologizing or offering a fix, the staff told me I had to bring it back in person for a replacement. I didn't have a car at that moment, so I offered to send photos or have a driver pick it up (1.7 km away)– they refused.

They offered 10% off my next order but wouldn't resolve the current one. I asked for a manager – there wasn’t one. The only person with authority is the owner, who was “unavailable” yet somehow on a call with staff at the same time but wouldn’t speak with me.

When I insisted this wasn’t acceptable, they threatened to ban me from ordering again – just for complaining 3 times in 2 years for their mistakes. Only after I said I’d report them to head office did they agree to send a driver, but by then I was fed up (30 minutes of my time had been wasted) and asked for a refund.

Unprofessional staff, zero accountability, owner was unethical, and clearly only cared about money, not customer experience.

Save yourself the frustration - there are plenty of other pizza places that actually value their customers.

EDIT** Response to the owner's comment. Thank you for your response, but let’s be clear—the situation was not handled with empathy or urgency at the time it occurred. The owner and staff made no effort to resolve the issue until I said I’d take this up with head office—only then, after 30 minutes of back-and-forth, was a replacement suddenly offered.

To clarify: You didn't deliver a replacement pizza so quit lying on the platform. When I first called, I didn’t ask for a refund—I simply requested a replacement pizza and offered to send photos or have it picked up. Instead, I was met with refusal and unreasonable demands. I ultimately asked for a refund because I refuse to support a business that tries to take advantage of its customers and puts profit over service.

What’s disappointing is that the owner now appears apologetic and empathetic in this public comment, yet showed none of that when it mattered. You’ve already lost 7 loyal customers from our household. I will never be ordering from your location ever again.

I genuinely hope you take this as a wake-up call to treat your customers with respect and integrity—because that’s the bare minimum any hospitality business...

If I can give half stars or or just a corner of a star or no stars at all then I would. I am a general manager for a restaurant with in a 5 Star hotel we strive for top quality customer service as well as we aim to assure the quality of our food. If there is some sort of mistake done we strive to fix it Immediately for not only is our customers important to us but the quality of our product also! I am outmost disappointed and disgusted with this Gino pizza location. Their customer service skills is poor the young lady who worked yesterday “ July 16th at approximately 9:30pm” was rude and complained unprofessional and should be let go immediately!! Not only that but I am pregnant and I have a family of 5 and when we all took a bite of our slice pizza it was so dry and burnt it was so hard to chew and swallow. After eating that bite I immediately called this location to complain it was my second complain and I would order from them frequently. They just wanted to give me a $5 credit towards my next order and not correct or fix the issue. I asked for the owner to give me a call and she was difficult so I brought the pizza for them to try it cause the response that I got was the person who made the pizza said that there’s nothing wrong with it. So utterly ridiculous and disgusting to say or justify the wrong that they’ve done. So after completely requesting to for them to call the owner now that I am in the store and the rep is refusing to she states the only thing that can be done is by giving your money back which she did. But even after that she still had more rude things to say we ordered a large pizza there 5 slices missing she’s insinuated that it was only myself who ate the slices like I don’t have a huge family. Which is insane I brought bk like 5 slices for them to try it and see exactly what o was talking about. It’s not something that I can feed my children much less myself and being the fact that I am PREGNANT I ended up throwing up constantly last night because of it. It was thee worst experience that I have ever had much less my craving wasn’t full filled I am traumatized!!!!!!!! The owner should be ashamed of himself and this location should be shut down and I will be going to HR about...

Response ————-///——- FAKE is what your store is selling and ruining people’s day and money! Nothing more to say.. God bless such souls! 🤣😂🤮 BDW I did read the response and hopefully you read my response on top of that too! ——————-//////————////————

FYI for all This store will remove your review if you try to provide the true details! Below is my original review! ——————//———///————-///———

Is there even less than 1 star?? I dont even know where to begin from: I order a chicken shawarma pizza online with wings! The total they tell me is $23.90 over the call! I reach the store to pick up they charge me $33.90 by saying that they don’t know this is their regular price! This turns me off.. but anyway since we were hungry we just paid and leave! We go back home and to my surprise they sell me beef instead of chicken!! ( I am a Hindu by religion and this is against my religious beliefs) I call customer service and they ask me to go back and hand off the product if we dont want it! I do the same! The customer service representative in the night shift (around 10:30) was so rude ( i should have taken down the name but he was a skinny guy with long hair) he fought with me and was so loud and refused to give me my money back! He didn’t even attend us and was speaking like a wild goose.. that I literally had to call the customer service again to shut him up!

Such a bad idea to buy it from this store ( 45 dusk drive location).. i cant trust them anymore with any kind of meat! I dont even know what they are selling in the name of chicken!

So to summarize if you all want good experience in terms of food and customer service please dont go here!! They are the...