Pizzaville — Restaurant in Milton

After a long day working in the hot sun hosting a garage sale and giving out free lemonade to kids in the neighborhood, I decided to order a pizza as a treat for myself, my boyfriend, my mom, my grandma, and my friend. For over five years, I’ve been a loyal customer at this Pizzaville location, so I placed an order for an extra-large pizza with three toppings for pickup.

My boyfriend went to pick it up. However, not even a minute after leaving the parking lot—barely reaching the first intersection—the pizza slid out of the box and fell onto the car floor. He called me immediately via FaceTime to show me what happened. The pizza box was flimsy, and the two stickers that were supposed to seal it were barely stuck on. It was very clear the box had not been assembled properly.

Given that we live nearby, I had him pick me up, and we returned to the store to explain what happened. What followed was extremely disappointing.

The staff seemed confused, and then the manager came out to speak with us. His behavior was shockingly unprofessional. Instead of listening to us respectfully, he laughed in our faces when we explained the situation and asked if they could remake the pizza. He immediately blamed us, saying that because the pizza had left the store, it was no longer their responsibility, and claimed my boyfriend must have “braked too hard.”

For context, my boyfriend is a professional driver — it’s literally his job. Also, the pizza box itself remained on the seat; it was the pizza that slid out through the side of the box, something that should never happen if the box was properly secured. I explained calmly that if braking was truly the issue, the entire box would have fallen off the seat, not just the pizza slipping out of a poorly sealed box.

Instead of showing any understanding, the manager doubled down and said he wouldn’t remake the pizza because he “wouldn’t make any money” if he did so. I emphasized that I wasn’t asking for a refund — just a properly made replacement — and that after five years of loyal business, this lack of customer service was extremely upsetting.

After standing there trying to reason with him for over 10 minutes (which felt much longer), he finally, begrudgingly, agreed to remake the pizza — but made it clear he was doing it as a favor rather than because it was the right thing to do. He also offered at one point to remake it for $15, even though I had already paid over $30 for the original order with just one dipping sauce.

When we returned to pick up the new pizza, the staff showed us the box and said, “See, we put two stickers on it this time.” Honestly, the number of stickers isn’t the point — the first box was assembled poorly, and that caused the issue. The frontline workers were friendly, but the management left a terrible impression.

I’m not someone who typically writes reviews, but this situation, especially after such a long and exhausting day, pushed me to share my experience. The complete lack of professionalism, empathy, and respect shown by the manager was unacceptable. Laughing at a customer who is calmly explaining an issue is not how any business — especially one relying on loyal local customers — should operate.

I will not be returning to this Pizzaville location again, and I hope head office seriously addresses the quality of management here. It’s unfortunate because the frontline workers were great — it’s the leadership that needs major improvement.

(Attached is a photo of how the pizza fell due to the poorly...

I placed an order for delivery at this store. The order arrived on time. However, the food tampering seal was broken upon arrival. Given that it may have come off due to the heat of the pizza, but since this was a delivery, I didn't want to take any chances since for all I know, the food could've been tampered with. I declined to accept the order and asked the delivery guy to take it back. He "explained" to me what the seal is and what it does (essentially to him, it has no meaning) and I still went ahead and declined. He took it back and asked me to call customer service. I called customer service and they were pretty good, accepted my explanation and offered to either replace the pizza or refund.

After a while, I got a call from one of the employees at the store, once again "explaining" the meaning of the seal and why it doesn't really mean anything. No apology or correction, but essentially treating me like an adamant child and trying to explain to me why I shouldn't make a big deal out of it. I really didn't, accepted my refund and had already moved on by then.

After a while, I got a call from the store owner. According to him, the seal wasn't broken. According to him, it happens all the time and I was accusing them of food tampering. When I tried to explain to him that I wasn't accusing and that I was merely not willing to take that chance, all he had to offer was that I shouldn't use unnecessary words like "seal broken". No apology or correction offered whatsoever.

While I would've been okay with giving this store another shot, their attitude and behavior is just bad. And clearly, they need to work on their quality control. Not ordering from this store again...

2 year + 1 day update: They reached out to discuss the issues I had with the last few orders. They remade me an artichoke pizza at no charge and I provided feedback on this one vs the last few I've received. The pizza that Kamal made was on point and closer to what my first review raved about. I'm very appreciative that he took the time to talk to me and get feedback to improve his product. He mentioned that he wants it to be 10/10 every time and after speaking to him I feel that the dip in quality I've noticed will be short lived. The service has always been great here and if they can continue to make pizzas like the one I just tried, it will be the best in town for sure.

2 year update (2023): The last few orders I've placed have been pretty bad compared to when I first started ordering here years ago. The dough recipe has definitely changed for the worse, it's dry with a large amount of flour residue left over. The cheese has also changed to a lower quality, crumbly mozz (low fat pre shred maybe?) The quality of their pizzas today are out of line with the pricing. The gourmet pizzas meant you were getting a good quality product but even my favourite artichoke pizza has become an undercooked, flavourless mess.

Original review (2021): I never thought I'd willingly purchase a vegetarian pizza over a pepperoni but that spinach artichoke is great! My favourite out of all of their pizzas so far. Service is quick and the staff...