Pizza Nova — Restaurant in Burlington

I have been a customer of this location since I was a young kid, approximately 20 years. The delivery service has significantly declined in recent times and the lack of proper management is unbelievable. Between long wait times with no follow-up and having to relay communications through a head office, ordering a pizza from Pizza Nova Brant St is an ordeal.

Here is the timeline of tonight’s atrocious service:

We ordered a pizza at 5:13pm, online, so no details could be misinterpreted. Our estimated order was 5:43pm.

We gave the benefit of the doubt as it was a Friday night and contacted the head office (only option as you can’t call the actual store) at 6:33pm. At this time a customer service rep. looked up our phone# and stated our order was on the way and would be arriving within 5-7 minutes.

At 6:57pm we called customer service again. The same rep. we spoke with previously said she could not help us and transferred us to another party who then contacted the store. After several minutes of us waiting on hold and what I can only assume as a buffoonery on the store’s side, the rep. stated our order was delivered to the wrong address. It was confirmed they would refund our order and it would be a priority for delivery.

We waited almost another hour, and at 7:51pm we contacted the head office once again to inquire what was happening as we thought we would be a priority after such a mess of an experience. This rep. told us the manager was personally making and delivering our pizza to make up for all this.

At 8:24pm we finally received a delivery from a driver and not the manager. The driver explained his co-worker delivered the order to the wrong address and he was sorry. I hold nothing against this employee, not his fault, and I asked if his manager could call us. He stated his manager had already left for the evening but would pass on the message.

3 hours and 11 minutes folks. This is after calling several times and being mislead. This will be the last time I ever order from this location and Pizza Nova in general due our experience this evening. I hope the corporate office reads this review so others who not aware of this horrible business won’t go through the atrocity we went through to simply order a pizza on a...

This afternoon, I stopped by their store to quickly check the menu and take a moment to compose myself after a trip. Unfortunately, the experience was far from pleasant. The staff were immediately rude, loud, and judgmental. The stale pizza on display further dampened my appetite, and I decided not to purchase anything. To add insult to injury, they told me I wasn't welcome and laughed. It was an incredibly disappointing and off-putting visit. Their pizza crust usually tastes like cardboard anyway, and I wouldn't recommend this location. There are plenty of other pizza places in Burlington that offer a better experience. It's a shame because I have fond memories of this place from when I was growing up and going to school (central) under the old management, which was much more pleasant. It's unfortunate that they're having these...

Ok. So I have been to this location at least half a dozen times in the last couple of years since my Family's Tattoo Shop Ace & Sword moved in behind them.

Always great friendly service and always great food !!!

Today was a perfect example of the quality of the neighborhood here.

I walked in mid afternoon to grab a couple of slices. I was greeted with a supper friendly hello.

As soon as I ordered I realized that I had forgotten my wallet at the shop as I had ridden my bike in this afternoon.

I spoke up and said I'd be back in two minutes as I had to run and grab my wallet. Before I had a chance to head out the door another Pizza Nova patron spoke up and offered to pay for my food.

Joe, I want to thank you again for your "Paying it forward" !!

Great people in a great neighborhood and of course...