Pizza Pizza — Restaurant in Fort Erie

Normally I have absolutely no issues with pizza pizza yes occasionally they might have missed a can of pop or did not have the proper ingredient or something like that but I had been there customer 20 years at least I have so many Club eleven point saved up that I could probably get two or three pizzas for free. today I placed an order online it said that I place the order at 6:08 which I have screenshots to prove everything at 6:57.54 and I only know it's that exact time cuz that's the first time that it appears on my telephone I get a phone call from Pizza Pizza stating your drivers knocking at your door and you're not answering could you please answer it so I say wait a minute there's nobody at my door I get up I open my door and I said no there's nobody here and then the timer goes off that states the pizza is free and then the driver comes walking up the driveway and says okay here I'd like the money for your order and I said no I'm sorry sir you're late and he says oh no I'm not they called you and let you knew I was here 1 fortunately just because you call me from the driveway doesn't make you at my door you knew you were going to be late so you had customer service call me to try to distract me I have a security camera because I thought you know what maybe I'm wrong maybe I'm completely wrong and he was here on time well my security camera detects people when they walk to my door pizza pizza driver was not detected until 6:59 as soon as I open my door to him it was 7 and they said too bad we called you it doesn't work that way you can't call somebody and lie and say they're knocking on your door when they're not even here yet they were still in the driveway you had somebody call me and hopefully distract me but it...

My partner and I ordered our order at 10:14 on the app. We waited 45 mins before we called head office to see where our food was. The guy on the phone put us on hold and called the fort Erie store to see what was going on. He came back and told us that they were just packing it up and they’d be leaving in a few mins and that we would get our money back within 3-5 business days. Okay, fine. We’ll 45 mins turned into 1 hr and 40 mins. They never showed up so my partner just went to go pick it up as it was now 11:30. Al of a sudden a car pulls into the driveway and it was the delivery guy and my partner was right behind him. Apparently they were having issues with the computer technology or whatever. And that would have been okay if they would have just called us to let us know why they were so late instead of letting us just sit there at home wondering where our food was.

The food we ordered was fine, it was hot and cooked correctly. But the wait time was ridiculous, they have our number and they could have called us to let us know why. I’m not sure how much more we will be ordering from here, as everyone we do order from here we always...

Bummed because I like the food here. I have attended this location numerous times and the food is usually very good. I always order online so I'm aware of their 30 minutes or it's free policy (says it right in the e-mail). I've waited past that limit before but have always decided to let it go. Today I received my order 41 minutes after I ordered it and decided to challenge the policy. The employee there told me they "don't do that at this location because of COVID", then told me to contact customer service at their generic number. I was given the run around at the store, but left anyways to go eat. At home, I spoke with customer service who said that they never discontinued this policy regardless of COVID and that the staff there indicated the order was prepared on time and I was mistaken. The employee there was saying I was a liar essentially (as if my integrity ends on $42 worth of pizza...). Don't have the policy if you're not willing to honour it. Suspect customer service to say the least and doubtful I'll return to the franchise again, definitely not...