Pizza Pinoli — Restaurant in Montreal

So let me start off by saying I had been a loyal customer of Pinoli's for years. I have to admit that occasionally they've sent us pizza that a was bit on the burnt side or a bit underdone, but we kept ordering from them because when it's done well, this pizza is pretty delicious. But last night my family and I were on the receiving end of some of the worst customer service I've ever encountered. We had people over for dinner and ordered pizza. An hour later we called to ask where it was and they said it was just about to arrive. 30 minutes later it arrived slightly underdone (we live less than a 10 minute drive away and they had clearly just made it). We also received smaller pizzas than we had ordered. When we called and let them know, they said that they were too busy to send us more food (that we had already paid for), but that we could come pick more pizza up, if we wanted. The error was entirely theirs and we had guests over and didn't want to leave them so we asked that they deliver it to us instead. The tone of this was all really polite on our end. They sounded annoyed, but said they would send the pizza, and ushered us off the phone. Well, the pizza never came and when we called back later they had blocked our number! Haha! (I know ppl reading this might be thinking that we must not have been as polite as I think we were if they went so far as to block us, but we really were!). It makes us sad because we love their pizza, but I honestly don't think we could bring ourselves to give this place any more business after this. Looking through the reviews it looks like shocking and odd over-reactions to any suggestion of error on their part is a fairly...

I've never had a worse pizza -- it was literally inedible. A big piece of rubber on bread. We couldn't chew the cheese, we couldn't cut it with the serrated knife we were given, and my 6-yr-old grand-nephew kept having to spit out big chunks because he was unable to chew the pizza sufficiently to be swallowed. It wasn't even pizza as we know it. It was just hard, solid, cheap rubbery cheese of some kind on half-burnt bread. It seemed to have been reheated. We didn't choose the slices under glass because they looked old and unappetizing, so we ordered a small plain. It was piping hot (microwave?) but the all-brown cheese made it look reheated. (And it arrived suspiciously fast.) There was nothing wrong with the service as it's a very small place, but the price did not reflect the extremely minimalist setup (which I didn't mind , but the price should reflect the absence of decor or comfort). And of course the price did not reflect quality -- even free would have been too much. This is not the sort of food you should serve anyone, and I would have said something when asked if everything was ok (since we left most of it uneaten), but I had a child to think about....

Ordered two plates for me and a family member. The beef and chicken shawarma. Came with rice, potato, and salad. $40 in total. Not much in it was edible. The rice was probably from the day before (if not more) and too dry to eat. The meat was dry too. The salad felt like it was cut by a 4 year old. Just giant pieces of cabbage including the root. And another salad with random things. No dressing. No taste. Hummus felt like it was just mashed chickpeas. It was a really frustrating experience and I regretted getting food from there. I don't care whether it was a bad day or not but no customer deserves to pay $40 for such poorly made food. It's a form of insult. This review comes from someone who eats anything and everything. This was a rare moment for me when I didn't finish my plate.

p.s. the two stars are because I was able to enjoy my potatoes with mayo

p.p.s. the people raving about the pizza, have they ever had an actual/real pizza in...