Pizza Pizza — Restaurant in Brampton

Today (4/28/18) I called the hotline, interested in ordering 2 Pizza for Smiles promo pizzas, a fundraiser for the Children's Miracle Network. So I called with the intention to place the order for walk-in. I was told by one customer service staff that I could only place the order for walk-in if I added a regular menu item. Nothing like a classic Pizza Pizza money grab right off the top. I told the staff that I only wished to order two of the promo pizzas and asked kindly if they could simply place the order to save me the trouble of waiting unnecessarily at the store. They could not help, nor the manager they transferred me to. After hanging up it occurred to me to call back to see if I could place the order directly through the store. Surprise, surprise no simple fix there, they do not provide store numbers, could not simply transfer me and of course no one offered to contact the store on my behalf. But they were happy to do so if I added an expensive and unwanted other item.

I drove 15 in the cold to the store. I placed the order with staff Kajal, who could not navigate her own register, as she tried to charge me $6.99 for the 5.99 promo item, which I pointed out and had her correct. I asked that the pizzas be prepared with a garlic pizza base and they placed the order, took my money and I waited 20 min. When they brought the pizza, I asked if it was prepared as to order. Lord and behold, NO, tomato base. A manager, who wore no badge and did not provide a name, told me I would have to accept the pizza as is and they would provide a garlic dipping sauce. At this point, for obvious reasons I had reached my limit and refused and they just refunded my money, and withheld the receipt from me when I asked for the complaints number. They provided me with my order number handwritten on register paper.

Now for an additional sparkling Pizza Pizza telephone customer service experience. I called back and waited through muzak, repeatedly as mysteriously calls to the customer service extension kept disconnecting, before being connected to Amal. He offered weak apologies and said he could not do anything. I should note I began this rollercoaster at 8PM, but this time it was 10 PM and I am seated in my car, in the cold, after having driven to the store for nothing, STARVING! I asked to speak to another manager and was transferred to Susan, #9236. She condescendingly told me, "Well they gave you your money back", after I speaking 3 separate occasions on hold waiting for her to hunt down the transaction and communicate with the store. She indicated the store tried to appease me by giving me dipping sauce and that they could not substitute the sauce in store. I replied that the store I went to Friday happily did so (let's be real, its the difference of squeezing two bottles), after refusing to take my order over the phone, making me drive in the cold to and from the store, not notifying me at POS that they substitution was not possible, that giving me my money back was not an excuse for their unprofessional behavior or the farcical experience. She stated there was nothing to be done. I asked to escalate the matter further. To be honest by this point it was clear that Pizza Pizza's customer service was the equivalent was like a fart in the air, no substance, smelled bad and inescapable. I spoke with Alan, who heard me out and agreed to confer as to renumeration for my time. He put me on hold, AGAIN for another 5-8 minutes of time, after he acknowledged the service experience was abysmal, that mistakes were made by staff, that I wasted gas to drive to the store (at 134 a gallon, not a small price), time and was left hungry. But he of course returned and chimed there was "nothing else to do", as they had done me the GRAND GESTURE OF GIVING ME MY MONEY BACK. You eating here? It could not be more clear this chain does NOT care about customers, has no customer service skills, and cannot deliver a basic cheese pizza with a pepperoni smile, for charity, to its customers. God forbid you order something...

I have ordered pizza from this location many times and it has been great. However had a terrible experience today. Ordered a pepperoni pizza for delivery, said it would be delivered in 50 mins. Time had passed and nothing. Missed a phone call from them and listened to voicemail, said that driver had attempted to deliver pizza but no one answered the door or phone call. Called customer service and told them that we did not hear a knock or doorbell and the customer service representative was rude kept saying the driver knocked and called and nobody answered even though I said I was calling back because of the voicemail I got. I was sitting in the living room right by the door, there was no knock at all! And then I asked well what can be done now? And they said I still have to pay for the pizza and they will send a new fresh and hot pizza (because the other would be cold already... had been an extra 40 mins after our pizza should have been delivered). Finally received the pizza after 1 hr and a half after my initial order call. The driver said that the pizza had been reheated since it had been cold. Also, driver again did not knock on the door, called the phone to tell pizza was here, so I’m going to guess that this had been the same issue with the first driver, he did not knock like they said (since I would have heard) he just tried to call instead of knocking or ringing the doorbell (it is there to be rang when delivering something 🙄). So the driver called once and since I didn’t answer the phone they left.

Very disappointing, after having to wait so long for the pizza to be delivered and on top of that being lied to saying we would get a new fresh and hot pizza, instead was given the same pizza just reheated. After all that still had to pay full price for the pizza. Terrible customer...

I will never order from this location again. Our pizza was late and cold. He kept calling and saying he was out front, we went out to meet him and he wasn’t there. After calling back and fourth he finally showed up saying that he had the wrong address 2 properties over, yet it is vacant land which we rent out.

I pointed out that he was past 40 mins and that the pizza was cold, he said “sir I will have to pay for this pizza from my pocket” which 1. Isn’t my problem, is the pizza pizza policy and 2. Is a complete lie, the store pays for the pizza not the driver.

He says he can go back to the store and get a fresh one and bring it back (another 40+ min wait) and that I couldn’t keep the cold pizza that I’ve already touched with my bare hands.

Note that this guy is constantly touching his private parts during the ENTIRE EXCHANGE, I think he may need a doctor.

He calls the store owner and puts him on speakerphone, who says “buddy keep the pizza and I will add the credit for the amount to your account”

Another lie, store owners cannot do that, only customer service can.

Driver hangs up and MAKES ME PAY FOR THE PIZZA AFTER ALL, because I’m getting ‘a credit’ to my account.

Called customer service and sat on hold for 30 mins before getting someone who “doesn’t see any credit listed on the account” and is “so sorry for our treatment” at the hands of this pitiful representation of a pizza store.

I’ll be back there today to get my money back as promised. And I won’t be emailing...