Royal Pizza Keswick — Restaurant in Edmonton

One of the worst experiences EVER!

Having used this Royal Pizza location many times before, I thought this would have been a shoe in for dinner one night...boy was I wrong.

I had ordered a large meat lovers pizza for my family and I one evening and about half way through, my 4 year old boy was violently choking. Upon further investigation we had found that in the bite of pizza that he took, there was a mangled piece of plastic that was spit out. (Picture attached) This being an issue all in itself was however not the biggest disappointment...

I decided to call the store and let them know what had happened. I was not angry, I was just happy that my son did not have to entertain a trip to the hospital. I needed them to know so that this didnt happen to someone else's children. The employee who answered the phone was very dismissive of my very serious complaint and he practically hung up on me. They called me back about 5 minutes later asking what the issue was...the issue that I had just expressed. I then asked to speak to the manager about the issue. The manager, whose name escapes me, called me back and was very understanding of the very serious issue. He asked me to come in and show him the piece of plastic, which I did right away. We chatted about this issue and they were very apologetic. The owner was actually there at that time as well. They agreed to give me a credit for the value of the pizza to be used at a later date.

Fast forward to today when I called in to use said credit. This is when all good customer service went out the window. The lady said that there was no credit on my account and that the manager would have to call me back. He did shortly after and told me that he gave me a refund of cash, which 100% did not happen...the manager then refused to accept any of the details that we had previously spoke about and seemed like he just wanted to get me off of the phone. The call ended with the manager not providing any good customer service at all saying that it was my choice if I wanted to take my business elsewhere. He then proceeded to hang up on me....

I will never order from this...

Dear Royal pizza. Our family has been loyal customers as of your opening in our location. We order at least twice every month. Usually two large pepperoni pizzas. Sometimes more if we have guests or switch it up a little if one of the boys (9 and10) want to try something different. But we always end up with the pepperoni. They’ll eat pepperoni pizza anywhere but I order from here because when I treat myself to pizza I want the best pizza. And I consider yours best!!!

There have been minimal mishaps in the past. One time forgot the Greek salad we ordered and paid for….Missing cheese. It never really mattered to much because the pizza is always perfection 🤪

That aside today( Saturday April 6) we ordered our usual to large pepperoni pizzas and I was sadly very disappointed. The normally perfect crust Pefect cheese everywhere and browning ratio were used to was completely off😢 by the time I took a photo part of the pizza was gone cause the kids ran for it but it was completely different than usual. Crust not cooked. Most cheese and toppings missed. No beautiful brown bubbly cheese.

I try not to eat in excess and usually pick out what I think are the best looking pieces….I didn’t have any.

Bottom line I’m not wanting to complain but I was wondering if there’s new management? Or new cooks? I just want to know if I need to find a new pizza place because if this is the new pizza I’ll go somewhere else.

Other than today and minimal problems the pizza is always great. I’m just hoping for a response so I know if I can trust this location again. Thank you for your help.

From. A true...

Usually order pizza from here and it’s pretty good. Went there the other day and ordered extra meat sauce in store. Cashier double charged my BLIND friend for the sauce. When I walked in 10 minutes later, the cashier immediately looked at me and said that she overcharged my friend and proceeded to refund the extra charge. If I wasn’t there, they would have gotten away with stealing from a blind person.

Tried calling the manager for the next 2 days to complain but they were “not in”.

While the pizza is good, the terrible customer service and accountability is not. I will never ever order from there again. I live close to this location, but would rather go to the Blue Quill or Ellerslie locations where they treat their customers with respect and appreciate their business.

This restaurant should be ashamed of themselves for taking advantage of a blind person by overcharging them, knowing full well they can’t see....