Lava Pizza & Wings — Restaurant in Hamilton

One of the best pizza shops in Hamilton, sometimes. I have always believed that the key to any restaurant's success is consistency; unfortunately this restaurant is everything but consistent - at least since the second half of 2020.

I have been a customer here for several years, pretty much ordering the same pizza every single time with no problems until late 2020.

Out of the last 10 times ordering, 6 of 10 orders were not done correctly in some form. Out of respect for the manager here who has always been very friendly to me, I did not mention it the first several times and continued to provide my business. The most recent few errors, however, have finalized my decision to never eat here again.

3rd Last Order: Took 6 minutes for the gentleman on the phone to fully understand my order request (language barrier) and when I arrived 20 minutes later, in the freezing cold, the pizza was not what I ordered. The manager came out and apologized. He then simply made me wait another 10-15 minutes again and pay full-price. I wasn't looking for anything for free but to not even offer $1 off to a loyal customer when this happened was disgusting.

2nd Last Order: Confirmed FOUR times with the lady on the phone that I wanted no spicy peppers whatsoever on the pizza. The pizza was covered in them and had to be remade.

Last Order: Was charged $21 for the same pizza that I've always ordered and paid only $16.95 for. I showed the manager my last 3+ transactions to confirm this and while he agreed, he was not able to explain why I was charged "less than I should have" in the past and made no offer to compensate for this.

You need to take the time to order in-store and watch every step of the process to ensure that your order comes out correctly and on-time; personally, I am not willing to put in that kind of an effort...

Lava Pizza has been my "Go To" pizza for the last 8 years. I started out with their location in Westdale area and for the last 4 years, have been dealing with the Fennell Ave location. They were great, up until the last 12-16 months. Something changed and now their customer service and ability to pay attention to what is being ordered has gone down the toilet.

For Example: Sept 23 2017, my wife and I call and order 1 medium 4 topping pizza (Bacon strips, green peppers, onions and request thick crust, plus we ordered their 4 pack pop deal. What we got was regular crust and bacon squares that look like what they consider ham. Then when I went to pay for the order which came to $22 and change (handed 2 twenties), I asked for $15 change so a tip was given. The delivery guy told me he didn't have the right amount of change and asked if what he has was okay. I told him he could go back to the store and bring me the correct change that I was asking for back. He then proceeded to argue with me over it. Finally he relelnted and went and got the change. When he came back almost 10 min later, he literaly threw the change into my hand.

I have never been so insulted as a customer in my life. I don't care if the employee was pissed at me, their location has been screwing my order up one way or another for the last 12-16 months. I always have to have someone else in the room with me because we both struggle to understand what they are saying through their crackly phone and their employees half way paying attention to what is being said...

I’ve been their customer since 2019. I buy their slab shawarma pizza atleast 3-4 times a month. I’ve had some bad experiences in the past in terms of their service but still went back every time since I loved the food. But now, I’ve decided not to go there anymore . I ordered for two shawarma wraps “without veggies “ . When I opened it , it didnt have veggies as per my request but they forgot to put the shawarma sauce in it. I went back and showed them that the wraps didn’t have sauce at all. The lady in the counter was swearing that she had already put the sauce in it. I asked for the manager , he came and once he saw the shawarma which didnt have any sauce at all, he apologized and asked them to make a new one for me. What happened next?? They made a new one which was soaked in sauce and packed it like trash and gave it to me as if I had done something wrong.. I really wanted to go back and talk about it but didn’t want to waste my time again. Very pathetic customer service. These are the situations I want google to provide an option for Negative stars review. These guys don’t deserve even one star.

To the manager guy - You’ve always provided good service and I appreciate that. But some of your employees doesnt have any clue about it. You can check the camera footage and see how your employee had prepared the shawarma and then you’ll know why i wrote...