Pizzaiolo — Restaurant in Newmarket

I really didn’t want to write this review. I gave the restaurant plenty of opportunity to fix the situation, but they’ve chosen to ignore. We’ve ordered from here a few times and the pizza is great. Two weeks ago we placed an order and while eating the pizza I bit into something very hard and believe it or not it turned out to be a tooth. Yes, I know this doesn’t sound possible, but it’s true. I am not missing any teeth and so it wasn’t mine. I called the restaurant and explained the situation to the manager on duty, to which he quickly said “Sir, everyone that works here is young and we aren’t missing any teeth”. I made it clear that I wasn’t out to have a lawsuit over this, but just wanted my money back as you can imagine my entire family of 6 have all lost our appetites. He offered me only a $15 credit for my next order. I made it clear that I likely wouldn’t be ordering again after this experience. I called back the next day to speak to the owner (Reggie) and explained the situation to him. He was also quick to state that no one at his restaurant had lost any teeth. I fully understand that no one has lost any teeth but asked if everything was made in house, and he confirmed that dough and other products come from other places, which is what I suspected. The tooth likely came from somewhere that the dough is made and that’s likely how it got in the dough. Reggie assured me that he had no issue giving me my money back but it would take a day or two to run through head office. It’s now been a week and a half and Reggie has not called back after multiple tries to reach him. While this is a fluke/rare thing to happen, I’d question the quality control and processes. The whole situation was not handled well at all and so I’ve been left with no choice but to write this...

Every time I order, its as if they use less and less dough each time to the point where today I got a super paper thin crust when I never asked for thin crust plus they also put red peppers when I clearly asked for red onions. Its a shame how this place has gone downhill to the point where the owner is literally the one taking the orders and still messing the pizzas up and jipping his customer of dough that literally costs pennies but he doesn't care because every pizza for the last 6 months has been getting thinner and thinner. Man If this is regular crust then what is Thin crust? I can't believe one would stoop so low and not have a care in the world to keep their customers.

I'm 110% done with this so called pizza place. I'm so done because I've called and complained too many times in the past that this owner doesn't learn from his mistakes so its better that everyone knows what kind of pizza store he runs and how he doesn't care about making a decent pizza.

I know he will read this too. Dough costs less than 10 cents bud and for those measly pennies you are trying to save, you have lost a customer forever. I would rather take my hard earned money elsewhere.

Hopefully he'll learn from this...

I ordered a party pizza online and was emailed the confirmation with the time to pick up. I arrived 5 minutes later than the time confirmed and stood at the counter for a few minutes before even being acknowledged. Once I was acknowledged he asked me my name , punched in my order to pay and ran away to the ovens for over 10 minutes taking pizzas out of the oven and redistributing them. Once he came back towards me the phone rang, instead of saying one moment please, he answered it and turned his back to me and then ran back to the oven for another 5 minutes . Once back to me he saw I was having trouble with the payment machine , said to me it didn’t go through and tried to run away again. I ask him to stay and he said he was really busy and took off anyways. He finally came back with someone else’s order and asked me to step aside so they could pay???? I said no thank you, I would like my pizza so I can leave. Over 20 minutes later and a cold pizza I was finally out. We love the pizza and normally have lots of patience but this is the third time that the customer service for pick up has been subpar. Please consider having one person to ONLY work the front desk and answer calls while others...