Pizza Factory Langley — Restaurant in City of Langley

This is an honest review.

Ordered online last night, monday night. Expect to not be that busy for a monday.

Online ordering is very confusing. Website is not laid out very well. Ordered a pizza and wing combo says pizza allows for two toppings. Picked 2 toppings for each pizza and was charged 1.50 more for each topping. It says to choose 2 toppings so you assume its included, so each pizza cost an extra $3. It came with 10 wings and 2 cans of pop. We asked for the wings to be plain as my husband like to put his own sauce on them and I like them plain with no sauce.

We also ordered 2 donairs.

When you place the order online it gives you an approximate delivery time of 30 mins. After you submit your order, its says a confirmation will be sent to your email which never arrives.

So there is no record at all of your order even being done.

We expected our food in approx 30 mins like the website said. We got a phone call about 15mins after the order was placed, just to be told that they didnt have any donairs. The lady on the phone didnt apologize and offered butter chicken in its place. She asked me what size I wanted and I asked for a small because I wasnt sure what I was getting. She also asked me again what drinks I wanted even though when I placed the order online it was clear I asked for ice tea and diet coke. So I repeated that when she asked me.

She gave me the impression the food hadn't even been started yet so I asked her how much longer the food would be. She told me 50-60 mins. I was not impressed. It took them that long to call after the order was placed and it was going to be another hour on top.

When the food finally got here 1.5hrs after the order was placed, both drinks were wrong. They gave us 2 cans of ginger ale. They gave us wings with no sauce which was nice, but they had a very strong kind of pepper seasoning on them which made them inedible for me. Husband choked a few down but couldnt put sauce on them because the seasoning was way too overpowering.

Our ham and pineapple pizza got good reviews from the entire family. The second pizza had chicken and capicolla ham. Only a few slices of ham and the chicken was dried out.

Also was not impressed that even though they did not have the donairs and replaced with the butter chicken, they charged us the same price when the donairs were $20 and the butter chicken is $10, so not only did we wait so long for the food but they still charged us the original order price.

The butter chicken taste was EXCELLENT, easily the best butter chicken we have ever had. And we have tried ALOT of different butter chickens. However, it was a ton of sauce and not enough chicken, didnt come with rice and only a few small pieces of naan bread. So in the end, you have a ton of leftover sauce and nothing to do with it.

The bottom line is this. Expect to wait a LONG time for your food. Do not expect the order to be correct. The pizza is so so.

I do recommend the butter chicken, but I would say maybe get it as take out so you may get it quicker. The butter chicken is the only reason I gave this place 2 stars. Otherwise I would give it...

Best value I've ever gotten for pizza. The pizza tastes great and has a generous amount of toppings. I personally love that they put sauce and cheese all the way to the crust, unlike some other major pizza places like Domino's that have a 1-2 inch crust that is just dry and flavorless.

My main for improvement for them would be their customer service. Now, I've never experienced bad service here, however there is definitely opportunities for improvement. In my experience, the person answering the phone always seems in a rush, and I've seen other reviews where customers complained they weren't acknowledged when they came in. I think they could improve by making sure every customer is greeted and by having a staff member prioritize the phone during peak hours so that they are not in such a rush to get back to fulfilling orders. Of course, the manager will have to ensure that they are properly staffed and so I could see how this might be a challenge.

Another suggestion would be to answer the phone with a more welcoming greeting like "thank you for calling pizza factory, may I start with your name and phone number?" People like it when you call them by name and I think it is a marker of good service. There are also some missed opportunities where the rep on the phone asked "Would you like anything else?", when she could have asked "Would you like any chicken, drinks or dipping sauce?" Which would have reminded me that yes I do in fact want dipping sauce.

All and all I would consider myself a loyal customer to Pizza Factory. They do have room to improve to get to 5 stars but I have to say I have never been...

I previously left a review for this location for being rude to my mother, despite us being customers here since the old location on the same block. Despite this horrible interaction she had, I attempted to order over the phone but was met with a rude lady today. While over the phone, I needed literally 1 second to confirm the order and was met with the lady being extremely unpleasant. It is normal to clarify oneself when ordering. When I went into the store to debrief, she mentions that "I was dealing with customers" basically justifying her rude actions. I saw 3 people in that store working, so there was no reason to be impatient and could've taken her time instead of rushing us. Before the phone call ends, the lady yells "OH MY GOD!" Why in any situation is that ever necessary? You can deny it all you want, but I had you on speaker with 3 people in the room who also heard it. When confronted, she says she would never say that, accusing me of basically lying. I just wanted food to end my fast in this month of Holy Ramadan, yet as a loyal customer, I have constantly been met with endless horrible customer service. I don't know why they always constantly argue with you; it is so simple to apologize and be genuine. That lady lacks that, and I hope she can change her character for...