Panago Pizza — Restaurant in Nanaimo

Their product is great, but service is unconscionable, from corporate customer care on down to the trainees and supervisors in store. The last time I ordered, I tried to use the website, which wasn't working properly. I got frustrated and ended up ordering through their customer care line, and received a $5 credit on that order because of my trouble. The next day, the owner of the franchise called me and apologized again, and promised me a further $10 off my next order with them, which I thought was great. So tonight I tried ordering from them again, except this time I phoned in my order. When i asked for the $10 credit i was told to call back. She then gave me my total which was wrong as I tried to get the same deal as last time, with 2 large pizzas and cheesy bread for $2 and the trainee on the phone didn't understand and charged me full price. So I asked to speak to a supervisor, given how complicated it was getting. I was put on hold and when she came back I was given the total with the deal applied but not the $10 credit. I asked to speak to a supervisor again, and was put on hold. The next time I was spoken to, it was by a customer care representative in a call center somewhere who told me that the only credit he could find was the $5 that was applied to my last order and another $5 that hadn't been applied yet. So I was unable to get the $10 credit promised me by the owner the last time I ordered, the customer care rep was rude and rushed me off the phone, the trainee was unsupported, and I never did end up speaking to a supervisor. I really like their food but it's too much hassle to...

As of February 2019,

I am upgrading my review and rating from 2 to 5 stars.😂 😂

Decided to give this Panago location another try, based on reading some of their more recent reviews. Glad we did.

We had switched over to MAMBO'S Gourmet Pizza for quite a while but after two recent incidents of long HAIRS found embedded in their crust, they are no longer a pizza option for us.😣😣 So gross!!! (I have reviewed Mambo's also, see my full review for all the details).

Ordered 3 Panago veggie pizzas last night, all with thin crust. Veggie Mediterranean, Meat Free Pepperoni and Veggie Korma.

All were REALLY good. 😂 Plenty of toppings and cheeses, crust good, arrived hot and fresh tasting. Their new organic sauce is VERY good. I really appreciate organic ingredients.

Extras asked for...napkins, paper plates were included. Coupons we had, had been applied.

Arrived within the 40 minutes given and it was a very snowy night on the roads. Made sure to give the pleasant delivery driver a good tip!😊

Also ordered a couple of their mini heart cheesecakes. Emphasis on the word MINI! Very small, but oh so chocolatey good.😊

Would definitely order from them again, if this level of products and service continues.

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My previous review from about a year ago, 2 stars. Last 2 pizza orders were NOT good.

Tasteless, dry crust. Cheap on toppings and very little seasoning.

I've eaten better pizza from the grocery frozen foods section and for a fraction of the price.

Would not order from this Panago...

Great service recovery: First experience...Called with a specific order that was time sensitive and used a special promotion code. I was directed to a call center employee who said the promotion could not be honored and the store wasn't open at the time i needed the pizzas -- wrong on both counts. Went with a competitor whose service was amazing. Second experience...I reported the issue to the organization who shared the promotion code (not Panago) and within 24 hours i got a personal call from the owner of Panago and an employee sincerely apologizing and providing a credit for the pizzas i should have recieved when i originally tried to place the order -- a pretty large order. I wasn't expecting a response and did not report the issue directly to the company but was incredibly impressed with their desire to make things right. Will use this as an example of great service recovery in...