Rustic Slice Pizzeria & Gourmet Salads — Restaurant in Kitchener

I originally reviewed this place based on a mediocre dine in experience and had given the food a 5 star but after my ordeal today I had to change it. I called to place an order on Saturday January 19th at around 12:10pm, pizza, fries and a salad and was quoted 20mins for my food to be ready (Under the name Eric) They called at 12:20pm saying they were cleaning their fryer and couldn’t make the fries. While I understand and fully appreciate them keeping their equipment clean I couldn’t help but to think this should be done at a time where it doesn’t interfere with regular business hours. I was told it would take an extra 30mins for my food to be ready but I figured it would be worth the wait. My food was ready by 1:10pm. I live 20mins away so by the time I got home it was 1:30pm, my family and I sat down to eat only to discover that our pizza dough was raw and I do mean raw. I’ve eaten pizza with slightly undercooked dough no problem but I bit into a soggy, raw mess and had to spit it out. I called them and they said they could remake them. I’ll remind you again that I am 20mins from there but I just spent nearly $50 on this food and wasn’t about to throw it away and have nothing to eat so I headed back out to pick up the replacement pizzas. By the time I got back home it was 2:30pm and my fries were ice cold and not very appetizing. They apologized stating it was their ovens fault not theirs but I’m just not sure it’s worth returning to a place that doesn’t even make sure their ovens are up to temperature before they start serving food. When they get it right it’s great food but last week we were charged the wrong amount and had to wait for a refund, this week raw food, it’s just a lot of money in my opinion for avoidable errors. Highly...

Today is the day I write this review years in the making. I’ve been here no less than 50 times, since we’ve lived in the area for 8+years, and every time I hope the experience will be different, and every time it’s the same.

First, let’s get something out of the way - the pizza is terrific. Love it. The Thai peanut salad is fantastic. The garlic dips are really great. Sure it’s more expensive than every other pizza place around (and there are no less than 10 options within 5 minutes), but the quality is great and I don’t mind paying extra to support a locally owned place.

That’s not the problem.

What I can’t get over is the wait. I’ve walked out of here more times than I can count and have cancelled phone orders after being told it will be 30-40 minutes. Friends in the neighbourhood have had the same experience. These aren’t big orders. I order a pepperoni pizza, and if I’m feeling particularly crazy, a side salad.

Today, with no one in front of me, and what looked like a few orders being made, I made the bold move of ordering a pepperoni pizza AND a salad, thinking it’ll be quicker since no one was in front of me. Huge mistake.

After I paid I was told it would be 30 minutes.

How?! I must understand this process. I’ve watched pizza being made - it doesn’t take that long. A salad? These are not complicated orders. Why the wait every time? It’s not a “we’re busy” thing, I’ve been here when it’s empty and have had the identical experience. Every order is 25+ minutes. There’s a break down in the process somewhere.

I want to give this place 5 stars because the food is great and the service is typically very good and friendly, aaaand they’re in our neighbourhood, but...

Oh yes! This is a cut above the day to day pizza shops. Home made sauces are fantastic. Regular thin crust and the ingredients make the difference. It's becoming a busier place as the word gets out, Worth a try!! I have only had good service here. Bare in mind when they are busy it make take a little longer. Order way ahead if you need it at a certain time. If you like bacon, Rustic uses the BEST bacon. Period. Order Canadian pizza and you will see. As I said, house made sauce and dough......Hard to beat, if there is any better, I have yet to find it, and I’d like to know. The salads here are awesome too. My favourite pizza shop, bar none!

Well, here amidst the COVID dilemma we returned to my fav pizza place. Oh my. Undercooked and so disappointing. This is premium pizza and we pay for it, I was stinking mad!! Really, really disappointed. I know things happen and I accept that, but, this... is NOT up to their standards. Limp, soggy crust wow. First time ever so I suppose that’s good, but, I know they’ve done better. Ordered here many times and never experienced this. Sorry, I had to comment. I love this place, but when you shell out cash expecting a certain quality and it’s not up to snuff, yes, I get upset. There are a dozen other places that offer pies for less money, I didn’t want that tonight. Boy, letdown or what. Guess I will need to reconsider future purchases or request well done crust. As I said, never had this issue before and it seems odd. 😒

Update!! We have discovered there were issues with the dough that they were working out, so, I declare a fine example of customer service!! 👍. So if you need any more convincing !! Still the...