Gino's Pizza At Roseland Plaza, Burlington — Restaurant in Burlington

Pizza weds was great so we decided to order again Sunday, except this time it was awful and turned into a 3hr ordeal. 1 of 2 pizzas burnt, we had an issue with the baby who has chicken pox losing it and not being able to get to the store to pick up for 90mins. We called the store direct explaining an hour plus earlier what was going on and that we would place another order when we got there. In toronto they would have made fresh pizzas, here they just kept it ontop of the oven. The bottom pizza was burnt hard cardboard, top microwaved was at least still edible. Asked to exch one, after my husband showed up within the 10 to 15mins they told him it would be ready in, (after a phone lecture they gave me) they didn't have the pizza done not even started. They argued with him for 30mins about how all their pizzas come out burnt the same way???? Finally agreed to make the pizza they already agreed to on the phone. As it was late we got the original pizza at 6pm bath time etc.. my husband came home just before 9pm with what was suppose to be our new fresh pizza. He explained why he was gone for 50mins, how they argued and even yelled at him. I opened the box for the second pizza my husband brought home and it was our original pizza made back around 6ish that day, just warmed up. I know this because there was a bite from one slice and it was the same slice I tried to rip as it was so burnt and hard. They gave us back the same pizza we just returned. I got in the car leaving my one child 6, crying at home hungry with grandma, took the sick baby with me fuming to the store. I wanted to go get my refund for the one pizza as they argued with my spouse earlier and I needed to get something else for my hungry kids. I said i don't want to talk, no excuses I just want a refund I'm done they no longer will have my business I want the money back for the one pizza. They proceeded to laugh at me and tell me oh sorry well here is the right pizza we have been keeping it warm on the stove for 30+mins and laughing. i said no, i want my refund. We then argued for several mins as 2 of the 3 men laughed and yelled, full yelling at me waving their arms threatening to call the police. I told him I wanted my refund, he has no right to yell at me, and to call them I would love for them to show up for their actions against a single woman in her pjs standing there to get a refund for a burnt cold pizza purchased 3 hrs earlier and returned to me twice. I finally got really angry and started yelling to the point my spouse came in and spoke to them in their own language (urdu) and finally got money back. The men were so rude in urdu thinking i didn't understand as a white female. The guy tossed a 20 at my husband, ever after we said we only wanted the money we paid for one pizza back to our mc as paid. We didn't want extra money or their 2 burnt pizzas. We kept one, we paid for one, only wanted the money for the other. That was starting to be another fight so I went back inside just took the 20 grabbed my spouse and left. Great first week in Burlington, first someone eggs my car last night, now this. . In my 30+ years this has never happened to me anywhere in the GTA. Who lectures and yells at their customers when they are in The wrong? I don't think we will go back to Ginos pizza if these are the type of franchisee owners they have and the culture...

Baby has chicken pox so we called that we wouldn't be there for our order placed online for awhile and that we would reorder when we got there. I guess they made the pizzas so they kept them on the oven for over 90mins and gave us the old pizzas. We felt bad so didn't argue. The top pizza was fine once microwaved, my kids and wifes pizza which was on bottom on their stove was burnt and dry cardboard. She called to have them exchange it, they said to be there 15mins, I got there in 10. They didn't even start the pizza but proceeded to lecture me and yell at me about how all their pizza comes out burnt the same way? Strange experience, I've never had a business yell at me? Finally after 30mins now they agreed to make a new pizza. I left the guy was smirking and laughing which I found odd? I get home we are 3hrs after the original purchase was placed have 2 very hungry kids tired after moving to a new city all week unpacking, bath time and it being almost 9pm. My wife opens it only to find the old pizza she took a bite of and ripped one slice of earlier was returned to us. We went back, she went in as she didn't want them arguing with me again and simply told them she didn't want their excuses just a refund for the pizza. The kid called another man from the back in regular clothing who proceeded to laugh and take a pizza off their oven to give to her making excuses she just asked not to hear. Refused to refund her, argued with her, saying things in urdu he didn't think a white European woman would understand. They were all yelling at each other so loud i could hear it from outside. Finally i went in, spoke to him in urdu and he gave me a refund. Well kind of, he took a 20 out of the till and tossed it at me. Even after I told him i just wanted a refund for one pizza, he belittled me and told me to take the extra 5. My wife grabbed me and we both left fuming. 30+ years never experienced this in the GTA. Ginos, if this is your companies culture, you will be out of...

We ordered pizza. Pizza was chewy & doughy. Bottom of pizza was white and when we bit into it, we saw uncooked dough. We called the store immediately. The employee Singh, took such offense to this accusation that he refused to allow us to fully explain. Instead , he began raising his voice, dismissing everything we said,talking over us, refusing to listen . The next day we were both not well, food poisoning. We contacted head office twice and they did absolutely nothing and owner Rocky, did not call us either. Do not give this location your business. You are being served food that does not meet health standards ( uncooked dough pizza).

Lesson being, when food is bad, good customer service is when HeadOffice or owner make it better. They clearly don't care.

If anyone else has had issues at this location, I encourage you to complain to...