Pauls Pizza NE — Restaurant in Calgary

I’ve been a loyal customer of this restaurant for almost two years. Every week, I either dine in or order takeout. Because I have a young child, I’m often unable to sit inside the restaurant, so I usually take my food and eat in the car. Despite these limitations, I’ve always stayed loyal because I genuinely enjoy the pizza here.

However, my most recent experience was so disappointing and disrespectful that I’m now seriously reconsidering whether I’ll ever return.

Just like always, I ordered a large pizza and politely asked the staff to include one spicy sauce and one mayonnaise in the box—something that has always been done without issue. But this time, the staff responded with rudeness and even a condescending tone, saying I had to pay extra for the sauces. There was no understanding, no respect, and no acknowledgment that I’ve been a loyal customer for years.

It’s truly unfortunate that a restaurant with premium prices would treat its regular customers this way—as if I was asking for something unreasonable or trying to get something for free. This is not a cheap corner pizza shop or a sauce stand. It’s a full-service restaurant, yet the behavior of the counter staff felt like something out of a chaotic fast food joint.

It was clear that the staff only treat dine-in customers well—especially those who tip directly. If you’re simply picking up your food, you’re made to feel unimportant and unwelcome. That kind of behavior is unprofessional, low-class, and completely unacceptable.

For a restaurant located in an average neighborhood, with above-average prices, the least one expects is respect and appreciation for loyal customers—not humiliation over a simple request for a sauce.

I’m truly disappointed. You’ve lost a loyal customer over one bad attitude and poor service. Even places that have a lot of customers like McDonald's, Tim Horton's, Papa John's, etc. that sell cheap food don't treat customers like this. Do you charge someone for sauce when they eat this food in a restaurant, or do you charge more for the food inside and charge more for the food outside, but you charge for a little sauce?

Ask your employees to be a little more polite. If it's busy and they're stressed out, they shouldn't work, rather than be rude...

Last night my wife and I had planned an at home date night. Pizza & a movie.

We ordered a House Special with added pineapple. Our special instructions were to make sure that both the shrimp and black olives were contained to one half of the pizza as my wife does not like either topping. This way we both get to enjoy a pizza how we like it.

We picked up the pizza at the NE location, close to my wife's work, and brought it home in the deep SE. We sat down opened the box and realized the pizza was made completely wrong. For me, this was the first time having their pizza. The pizza had both shrimp and olives completely throughout the pizza. Because of this, my wife could not eat it.

After my first bite, my wife looked at it and said that they didn't put any ham on it Either. I phoned and expressed our disappointment, and they seemed to have trouble accepting responsibility. So at their request, we sent them pictures. They did offer to replace it if we would like to come and pick that one up (35 min drive just to get there – no thanks). In the end, they did give us an :In store” credit. I asked if they could just refund the credit card, but they said no.

Taste: Ok for me – never having their Pizza before. Wife wouldn’t even touch it.

Customer Service – low to mediocre.

Price: Fair I guess. Again they didn’t follow instructions and they missed one of their own advertised topping for that pizza.

All-in-all; my wife will be able to get something she may like, again as it is close to her work.

View my pictures to see...

Out with friends for dinner and decided to have the steak sandwich which was the specail. Ordered it medium well with baked potatoe which is extra$, if you don't want the fries that come with it. Took awhile before our drink and food order was taken it was busy at 6pm. After food arrived server did not come back to check on us. Not even seen in vicinity of pur table. My steak was maybe medium rare. I waited and picked at the potatoe as not a fan of medium rare. Eventually when most of the was table finished eating server came back. I told her the cook on my steak was wrong and she looked at her ipad and said yes you ordered med well. I was offered to get a new steak but at that point people at our table were done eating. I decided to just take the steak home for my husband to eat for lunch as its more his taste. I've been eating at Pauls Airdrie and then Shawnessy for years and never had an experience like this. This was first time at NE location. I would say most of our table really enjoyed what they ordered: pizza, pasta, and salad. A check in would have been appreciated about 5 to 10 minutes after we got our meal. A little disorganized with getting things to our table like water and cultlery and side plates as well. Parking lot was full on arrival but it is fairly big and still had some spots. This review was about my steak being cooked wrong and not having server come back to check on all of us. It's not about the rest of the table's guests experiences, but others did mention service not...