Pizza Pizza — Restaurant in Montreal

Ordered through the app for delivery, for the store to call me after 15 minutes to tell me they have no delivery drivers and I have to go pick up the order. I said I cant right now, he said let me call you back, I will check with the manager. He called back and said I have to come pick it up, I said what about the delivery fees and tips that I already paid through the app, he said I cant do anything. I came to store for the guy being very rude, saying I need to order again and pay instore, but I asked I made an order on the app, turns out they marked it as delivered on the app, but he said no, after showing him, he said he will check with the manager, he claimed that he talked to him, but he did not, came back with a receipt saying the order was canceled and I will get a refund within 2 days. And its been over 1 hour and according to the app, they have delivery and it shouldn’t let me place an order if they have no drivers. Plus there policy says theat if I don’t receive my order withing 40 minutes its free. When I asked him to speak the manager he said no he doesnt want to talk to us. He refused to do anything and even serve us or even take our order. Asked him to just call his manager infront of us and talk to him, he said he wont answer. This is all unacceptable from a big chain and from a manager who should represent the company and from the person working who is rude and having an attitude. Even leaving the other drivers such uber and skip just waiting and not even knowing which order they have. Also the customers behind us waiting and getting angry and he...

TLDR: very bad service and delivery, orders are lost, customer service is clueless, don't rely on them if you want your order within 2-3 hours, especially during busy times like Friday.

Lately, the service has been objectively bad. I've placed an order Friday at 6.10pm, the website said "it's being prepared", it even gives you a timer, your pizza will arrive in 60 minutes. After 1 hour I callback customer service to make sure they at least got the order, they confirm that the website isn't really working but that the order has already been prepared and that they're only looking for a driver, I need to wait another 30 minutes. After another hour of waiting I go in person and ask them: They haven't even started my order from 6.10pm and it was 8.45pm!!. I cancelled the order and went to IGA instead. They called me at midnight to let me know the order has been cancelled (since they didn't understand in store either). This is third time we've had problems with them. Not ordering again from pizza pizza, better spend the...

Update Friday November 7th 2025 They reached out to me to fix the issue and I appreciate that they took the time to do that. The food was good and delivered on time.

Original Friday October 31st 2025. I placed my order for pickup at 8:09pm. I drive to the store and get there around 8:35pm. I wait around 5 minutes for someone to come to the counter. I am then told that the order is not ready and that it should take around 30 minutes...

I understand that it can get busy sometimes, but it would be good if there were some kind of way to let customers know the approximate time for the order to be ready. Or it might be good to get more staff, as I see that there are multiple recent 1 stars for this star all related to having to wait about an hour for an order.

If it takes over an hour for a pizza place to get a pizza ready, then at least we can go eat elsewhere that does not take as much time and not waste gas on the trip

I called for a reimbursement. Hopefully I receive it within 3-5...