Red Swan Pizza - Brantford — Restaurant in Brantford

I guess our experience is the minority given the number of positive reviews, but I won't be ordering from Red Swan anymore. The pizza is great when done right, but in the last six orders, half of our orders had significant issues.

First when I arrived to pick up our pizzas, I was told that they were missing one of the ingredients for our pizza (the ingredient missing was literally in the name of the pizza, so kind of an issue). The guy at the desk wanted to give me a pop to make up for it, and I had to bargain to get a slice of cheesecake, which I also didn't want, the pizza shouldn't have been charged for as I wouldn't have place the order if I had known they couldn't make the pizza we wanted.

Another time we were given the wrong food, it was in the middle of a winter storm, and after waiting an extra 20 minutes for the food, so by the time we got back to get the right food my wife was sick from being too hungry so we had to settle for cold pizza.

It's been about 5 months since we ordered, and we gave them one last try yesterday, after seeing an ad for 50% off. My pizza was missing ingredients, but had something I had asked to be removed from my pizza and my wife's pizza was missing one of the ingredients in the name of the pizza (maybe they were out and didn't say anything?)

At the end of the day, the Pizza's at red swan are really expensive comparatively, two smalls at 50% last night was about $5 off the regular price of 2 medium pizzas at the place we go to regularly now.

The pizza is good, when it's done right, but when service is so inconsistent and the store doesn't want to make it right (If you really mess up my order, I want a refund, not a pop), it's not worth the risk to...

After today's order, I'm not sure I will ever order from here again. I'm very disappointed because this was my second time ordering from this place and I had high expectations. The first time I ever ordered from here, the pizza was amazing. The woman who took our order was very friendly and the pizza was perfectly done and delicious. That was some time last year. Today, the service was poor and the pizza was horribly burnt and over cheesed, when we had asked for them to go easy on the cheese. It wasn't even worth the money and definitely not worth the wait. Considering we waited nearly an hour for our order. I had placed an order online which said it would be a 30 minute wait and when my husband went to pick it up, the place was empty & didn't seem busy, yet he was told by the man who worked there that it would be another half hour because he didn't start making the pizzas yet. Absolutely terrible service and terrible pizza. Maybe your establishment should consider hiring cooks who can actually focus on their job because today's pizzas were an absolute disappointment and I wish we could get our money back.

Replying to your response: I (the husband) just want to say your employee isn't making sense with that lie. The only request made was on our online order. I wouldn't drive all the way to your store 30mins after placing an order online just to tell the employee to put the pizzas back in the oven for another 30mins...gas is way too expensive for that. The cook should take accountability for not starting the order when it was placed. Also the pizzas were burnt because the cook simply burnt it. We appreciate the free credit but after seeing that response we...

I placed an order March 21st 2023 on their online ordering. I put my card info in anticipated food and the bill total was 25.26 and I never got confirmation, I then decided to call the store they never received the order, the money was gone from my account my bank was able to tell me exactly what institution it went to (BMO bank) and then I proceeded to ask for my order which the restaurant refused to fulfill so I then made calls to my bank the only option I had was a charge back and to report the business for fraudulent transactions. Which I understand from that point, the business asked me to please wait til Friday so head office and management can look into it. I was in contact all week with the manager/owner of this franchised red swan. And tonight I literally had to almost go tooth and nail to rectify the situation. The manager yes did give me my money back but with the headache that came with this problem wasn't worth it, it could have been fixed within a day.

I use to order from them regularly and I unfortunately will not be ordering as I want a company who will fully own up to their mistakes in their 3rd party ordering system. I appreciate the money back but they won't be getting my business moving forward.

P.s this review was only submitted as the owner/manager asked me to leave a nice review but I'm not a liar and I don't lie even though the problem was fixed it still wasn't handled the way it...