Gino's Pizza — Restaurant in Ingersoll

This has been my favourite pizza place in town for awhile, my boyfriend and I order weekly. This Saturday, my Mum invited us over for dinner for pizza, she had placed a timed pickup order over the phone around 2:30 pm, the pickup was for 6:30pm. I picked up pizza after work at 6:30, when I got to my Mum's house both of the large pizzas were Hawaiian style. We had ordered a large Deluxe and a large Meatlovers, normally this wouldn't be an issue at all, however when my Mum called to have the mistake corrected (we're all human, it happens), she was basically told she was lying and that she had indeed ordered the 2 Hawaiian pizzas. When she insisted that she didn't order online and she had called in advance, they again told her that she had ordered 2 Hawaiian pizzas (no one in our family eats Hawaiian pizza). She offered to return the 2 pizzas so we could get what we ordered, but they told us no. By the end of the conversation they told her they would remake only the Meatlovers pizza. I took the pizzas down to the store and told them that this is not what we ordered, and we do deserve to have what we paid for. An older gentleman came out and said that we would remake the correct pizzas for us, so we stood off to the side in the lobby while they remade them. While we were standing there one of the women who works there was openly talking to other staff about us and said that we were lying and did actually order the Hawaiian pizzas, when I heard this I did say that we were not lying and didn't order those types of pizzas. After that she said she was just explaining what happened, which we feel is entirely untrue. We wanted to just call it quits and leave, but we had already paid for the food and spent our time in the store, so we decided to wait. When the pizza was finally ready, the older gentleman from before who had offered to remake our pizzas, did come over and apologize to us, which was appreciated. But throughout the entire situation before this, no one ever apologized to us, instead the situation was blamed on us, despite calling over the phone and placing a timed order. I understand that everyone makes mistakes, which is not the problem at all, it's the way the situation...

UPDATE I DON'T WANT TO DESTROY YOUR REPUTATION ACCEPT YOUR MISTAKE We arrived on Saturday(17-05-2025) night and received a brochure from your employee stating that the menu was same, with only minor price differences. We agreed to order, but when we attempted to order the large pizza combo from the brochure on Monday(19-05-2025) morning at 11 AM, a different employee informed us that the menu had changed and that combo was no longer available. If it is no longer available, it should be removed from the menu, and brochures with outdated information should not be given...

My father and I have frequented here quite a few times since it's opening. It's by far one of the better places to get Pizza from. Service is quick (20-25 mins from order via the Online Order option), prices are a bit higher than I'd like, but at the same time I'd prefer to pay more to guarantee enjoy it. I've had the pizza, wings and misc. other items and enjoyed them all, and this is a shared sentiment with the rest of the family. Staff are friendly, and overall quite an...