Jim's Pizza Maple Ridge — Restaurant in Maple Ridge

Today my parents ordered a pizza from Jim's Pizzeria in Maple Ridge as we have done many times before. We are vegetarians, and I am allergic to pineapple. My parents ordered a Large Pineapple Mushroom pizza and some pasta for themselves, and a smaller feta pizza for me. I was at work, and then was doing some dog walks for a friend who is out of town so my parents obviously were being sweet and doing me a favour. They put the pizza in the fridge and I got home, took a shower, and went to get my pizza. It had a ton of different things on it, including ham. I couldn't eat it, and as I couldn't eat my parents pizza (I'm a pretty laid back person, so I would have just cut my losses and left it at that if I could have) we gave Jims a call back. The waitress heard our complaint and was very apologetic and said they were very busy at 6 when we had ordered and that she would speak to someone. When she came back, she was nervously laughing and seemed embarrassed to tell us that she was being told to tell us that we were incorrect and had ordered a feta special, but if we wanted a pizza /we/ could drive to the restaurant and get a refund. We said that was ridiculous and that we'd like to speak with who is in charge. The manager (owner?) Peter came on the phone and right away told us we were wrong and had ordered the Feta Special, and again if it "really mattered" we could come up to them and get a refund. We pointed out again that this was their mistake and they should come refund us, he told us flat out no, and that their drivers are paid to delivery and that he wasn't paying for someone to do our refund. No other option was offered. We give Jims a ton of business over the past 15 years, and my mom's work frequents there and orders often for lunches and meetings. When she pointed this out, a bit irritated now, he hung up on us and wouldn't take our call. I've never left a bad review for anyone before but I'm rather appalled right now. So, here you go, Peter, this...

I Ordered 2 for 1 baked lasagna with meatballs and extra cheese. The meat sauce was so watery that it was disgusting to eat. My meatballs were also missing and I called and let them know what was wrong, it was at that point when they told me that they were out of meatballs and forgot to call me and let me know. I paid the full bill at delivery so I paid for the meatballs. Also they don’t replace meals or give refunds. An Incredibly frustrating experience and one I won’t soon forget. I’ll never order from Jim’s Pizza again.

I Ordered 2 for 1 baked lasagna with meatballs and extra cheese. The meat sauce was so watery that it was disgusting to eat. My meatballs were also missing and I called and let them know what was wrong, it was at that point when they told me that they were out of meatballs and forgot to call me and let me know. I paid the full bill at delivery so I paid for the meatballs. Also they don’t replace meals or give refunds. An Incredibly frustrating experience and one I won’t soon forget. I’ll never order from Jim’s Pizza again.

After receiving a response from the owner of Jim’s Pizza I’d like to say that I appreciate him taking the time to respond to my complaint. I have long been a customer of Jim’s pizza going back to the days of Eva’s restaurant. The lasagna and meat sauce dish is one of my all time favourites, the sauce is delicious. There will always be times when an order isn’t perfect and I understand that the dine in restaurant is constantly busy just like delivery. Mistakes happen. It is only because I am very familiar with their traditional meat sauce that I wrote this review. I’m more than willing now after the response from the owner to give them another chance to get the order right and deliver the lasagna with meat sauce and meatballs that I love. Thankyou for your timely reply to my review. I look forward to...

Probably the worst customer service in Maple Ridge, mistakes happen with misreading bills in the kitchen but how it's handled after shows the true nature of the staff and owners. After calling within 5 minutes of leaving the store to let them know of a major error on our pizza and that we picked at it to ensure we were right with the mistake and checking the bill it was definitely not what we ordered compared to the bill. We called and we're informed they wanted the pizza back, we found this odd but we didn't want it anyways. We were then told since we picked at it they would only offer a discou t on a remake and not just fix their cooks error. We ordered a half Hawaiian and half pepperoni and got a pepperoni pineapple pizza instead. I've never heard of the business practice of charging a customer to remake their kitchens mistake. I have the full exchange on video incase this business wants to discredit me in anyway or does not want to take ownership of this horrible business practice. I'll leave this in their hands but the have lost my family's business after 30 years. The old owner never would have allowed this poor customer service and it's sad to see this place run like it is. We will never return. Their current star rating is higher then it should be and will continue to drop. Video will be upload to all the neighborhood Facebook groups to help others not deal with their shady business practices. I really do hope they seek a consultant to fix this place, training in customer relations is much needed, instead they like to argue and say nothing has changed...