Back of House Pizza — Restaurant in Kitchener

Terrible customer service. This used to be my favourite pizza place. It’s a good spot, but after my experience today I don’t think I’ll come back and would advise you not to go either. I called to order my pizza around 5:45 PM. I had initially meant to call earlier (around 4 when they open) to pick up my pizza for 6:45-7 ish but I had gotten tied up at work. When I finally did call (using my work phone) at 5:45 they told me the soonest time I could pick up was for 8:15. I said fine no problem. (It’s worth the wait) or so I thought. Told the girl my name and then spelled it out for her 4 times over the phone! She asked me for my number and I gave her my cell phone number. Flash forward, went to pick up the pizza at 8:15 and was told there was no order under my name or phone number. I could not provide proof because I did not have the call history on my cell phone (since I had used the work phone initially). I asked for the manager spoke to a man who was the head of the kitchen and he basically told me the order did not exist. I told him about my specific conversation with the woman who took my order where I had to repeat myself several times. Gave them both my work and cell phone number. They could not look up my call history on their side because apparently they have an old office phone that can only go back 5 calls. They told me they would not make my order tonight which I had assumed but they also wouldn’t even credit me until I could provide proof of the phone call on my end because they get a lot of people who “claim to have called” to try and get a free credit. He did also tell me they were training new staff. How can they expect me to provide the call history on my end when they can’t even look it up on their end? I told them I was extremely disappointed because it’s my favourite pizza place and I pushed dinner back with my partner just to be able to eat here. Now I’m sitting here writing this review in hopes the owner will see and maybe do something to show that this restaurant can actually provide decent customer service. I had asked the head of kitchen what he could do to make it right and he told me the owners wouldn’t do anything without proof. You should get a better phone system on your end, or train your staff to be better or simply find better staff if your staff cannot even take down an order correctly after making the customer repeat themselves several times. Now I’m sitting here upset and hungry writing this review. I should have just gone elsewhere. I told the owner I will look up call history tomorrow at work and he told me to dm a picture to their Instagram account and they would only then make it right. Insane amount of trouble for a customer to go through for a mess up on the business’ end. I’ve had several customer service jobs and I know the easier route is to accept the mistake, help out the customer and move on. Told him I’m leaving this one star review and I will update tomorrow if they resolve my issue.

UPDATE. I have sent the restaurant a photo of my call history and am waiting...

Finally tried Back of House Pizza (a part of the Lancaster Smokehouse) hoping it would be my new 'go to' pizza place. After waiting nearly two hours in their parking lot for them to open (yes I really waited 2 hours for pizza) and nearly $40 I receive their BBQ pizza (and garlic dip). I thought it would the best option, a good pizza place plus Lancaster is known for their bbq, can't go wrong right?

Unfortunately, mine came out a tad more done than I would've liked personally. I only noticed this as we were on the highway headed for a job so turning back wasn't in the cards.

The BBQ pizza was VERY onion-forward, I personally love onions so didn't mind too much, I was assuming it would be smoky sweet BBQ sauce tasting but not too much. The meat on the pizza I'm very sorry to say was overcooked and very very chewy (and there really wasn't a lot of it). My coworker and I both looked at each other when we realized how chewy it was with wide eyes.

The employee who talked to me on the phone was VERY helpful and even made the pizza before they officially opened as he knew I was waiting in the parking lot, and delivered it to me in the parking lot, so kudos to them for that.

The garlic dip, I was very glad to see wasn't a prepackaged Heinz or franchise pizza place brand, but looked made in-house. I gotta tell you, I think it's THE BEST garlic dip I've EVER had from a pizza place. The dip is AGGRESSIVELY garlic-y, to the point of eye-watering and mouth-hurting (this is a good thing)

I think it's only fair I rate them by how many slices we ate.

3/8 I'm sure half of that was because the garlic dip really helped cover the...

If you're in Waterloo and craving a seriously satisfying pizza experience, Back of House Pizza is a hidden gem worth discovering. I recently tried their 18-inch pizza, and I have to say—it delivered on all fronts.

Portion-wise, the 18-inch is massive—more than enough for 3 hungry people, or even 4 if you're not ravenous. It's the kind of pizza that immediately makes an impression when you open the box: a golden-brown crust, perfectly melted cheese, and toppings spread out generously.

They have great variety on the menu, including classic and creative topping combos, so whether you're a traditionalist or feeling adventurous, there's something for everyone.

What really made the experience stand out, aside from the quality of the pizza, was the customer service. The staff were incredibly welcoming, helpful with recommendations, and genuinely passionate about their food. It's rare to find a place where you feel like more than just another order number, but they made it happen.

The flavour and freshness of the pizza? On point. From the crisp-yet-chewy crust to the zesty tomato sauce and high-quality toppings, every bite was satisfying. Not greasy at all , not too salty—just well-balanced and delicious. Really great dip

Whether you're sharing with friends, looking for a casual dinner, or just love discovering great local eats, Back of House Pizza should be on your list. It’s quality, quantity, and good vibes all rolled into one giant,...