Gino's Pizza — Restaurant in Kitchener

My roommates ordered a cauliflower crust pizza with artichokes, bacon, mushrooms, pepperoni, and hot peppers and a Hawaiian pizza (regular crust). The reason for ordering the custom pizza? Someone in the house has celiac and cannot eat gluten. We realized after we tested the pizza it was incorrect. Had my roommate eaten it she would have gotten sick. We called the store, and they stated they “had no order from us,” the proceeded to find our order seconds later, They took zero responsibility for the mistake, and directed us to DoorDash, cutting me off while trying to explain the safety risk and why we needed assistance. Understandable that there may be a glitch online, but as someone with several years in the industry, an apology goes a very long way, especially when safety is concerned. The staff member’s tone was indicating that me having called the store was an inconvenience, and not part of his role at the store. We will no longer be ordering from this location due to the disregard of safety, inability to communicate positively, or provide customer support. DoorDash refunded us for the cost of the pizza, but could see that we clearly ordered cauliflower, further proving the lack of customer...

Ordered delivery. Delivery driver went to the wrong address, sat there for 15 minutes, without looking at the actual address on the delivery instructions, and then had the store call us directly. The store couldn't get through and left a message claiming they had left multiple messages trying to get through to us, effectively trying to place the blame for late delivery on us. Pizza eventually arrived, but was not hot and the driver was not apologetic.

Read the address on the order. Don't blame the customer for your mistake when you attempt to deliver to the wrong address and then sit around doing nothing for 15 minutes. Don't leave voicemail messages claiming you've attempted to contact the customer and have left multiple messages. This new-fandangled voicemail technology would tell me if you had left multiple messages... It might even have recorded those messages.

Your attempt to blame your bad service on your paying customer is ballsy and pretty sad. Won't be...

Made my order at 10:28 PM. 11:30 PM came around and we are still under the the impression it was just busy. Called the store and they had closed without telling me and didn't even make my pizza. I spoke with Manju? Who claimed to be the store manager, and had stuttered profusely as she was obviously making up her story as she spoke. Skip the dishes said they had got to the store and it was closed when I spoke with them on the phone. The store manager said they waiting for the driver who never came. I personally think the store literally just decided not to make me and my friends pizza to go home day or something ..I had pre paid for the order as well and now have to wait 3-5 business for a refund that wasn't even my fault, and neither the store or Skip the dishes are taking accountability. Manju was also very rude on the phone. This is why people are coming here less and less. Read...