Pizza Pizza — Restaurant in Guelph

I hate the leave a bad review most the time, but I'm so fed up with this place. I typically swing by when I want a Panzarotti but for whatever reason they never have a pepperoni one ready. Why not? Because they're popular. If they're popular, make more. Don't leave the display empty.

Tonight when I go in I'm in a real rush. As usual there aren't any ready but I'm told it takes four minutes. Fine, I'll wait the four minutes so I pay and relax for a bit. A little over ten minutes later I'm wondering where my food is. I walk into the field of view of the guy and he's in the middle of making a pizza. He looks at me and starts making another pizza. Then he flips in closed and I realize he completely forgot to make my panzarotti.

I ask if it's mine and he gives a "Yeah." like I asked a stupid question. Now I'm pissed because I was in a rush, the whole reason I was here was I didn't have a lot of time. I tell him I want my money back and he wanders around for two minutes in a huff before finally giving me a refund.

A previous time (the one time they actually had one made when I got there) the guy threw it in the oven to warm it up then wandered off for 10 minutes. By the time I was able to get his attention it was charred. He looked at it put in the box and slid it in front of me. I told him I didn't want one that was burnt to a crisp so I had to wait another 5 minutes for him to make a new one.

This place is so poorly run it's unfathomable. I mean, I don't expect perfection but they manage to miss the mark 95% of the time.

I'm giving it two stars to be realistic because if and when you get the food it's fine and the place is reasonably well kept. It's just...

Sorry this is so long, just leaving this review so hopefully it doesn't happen to anyone else.

I ordered a spicy plant based chick'n sandwich from here, as I have had it before and it's a very good substitute. I ended up with a real chicken sandwich instead. I wasn't upset, because this kind of thing happens sometimes, I understand that it is a fast paced environment and it is easy to make mistakes.

I called them and asked if I could come and swap it, as I can't eat real chicken, and at other places this has happend to me over the years they completely understand and are willing to help.

Instead of this response, the employee stated that because I ordered through uber eats they will not help and refused to assist me, and stated I should just get refunded through uber. When I insisted I am not looking for a refund, just food that I can eat, they talked over me and and restated their refusal to help. I understand they cannot refund me for an uber order, I wasn't expecting a refund, I just wanted something I would be able to eat as they made my order wrong :(

Please be very cautious ordering from here if you have special dietary needs, you may end up spending money and leaving...

I ordered 2 plant based sandwiches and a box of fries.... The order was incorrect, however it was through Skip the Dishes so when we called to get things sorted, they said they couldn’t deal with it. I completely understand this, however the item we did receive was chicken nuggets, but the box was labeled as “Plant Based.” I ordered plant-based items because I have been vegan for the past 5.5 years and because the labelling was incorrect, I ate one of the chicken nuggets. When I tried to explain this to customer service, they dismissed my complaint and told me to deal with Skip the Dishes. This mistake and the service I received is beyond unacceptable.

While I completely understand that receiving the wrong order needs to be dealt through Skip the Dishes, the fact that the box was labelled incorrectly is absolutely and 100% the role of the franchise- not Skip the Dishes. Pizza Pizza claims to have the best customer service and satisfaction is "guaranteed..." then perhaps don't dismiss customers on the phone and try to throw the problem at...