Nino Pizza — Restaurant in Niagara Falls

If I could give zero stars I would. At 5:01 I ordered pizzas for delivery. I confirmed I would be paying cash and was given a price (with delivery) and an estimate of 45 minutes. We order from Pete’s fairly regularly, although mostly pick up. At 6:01 (an hour later) Pete’s called to ask whether we wanted pick up or delivery...they weren’t sure. Since we had given our address that should have been clear, but we told them it was delivery. We asked how much longer and they said they were calling a driver back for our delivery and it would arrive very soon (we live no more than 6 minutes away). At 6:24 (23 minutes after their call and an hour and 23 minutes after our order), I called to ask what was going on? They said it was on its way. I said I would pay the driver a tip, but would not pay for the pizzas. They disagreed, said it was enroute and quoted a reduced price of $14.00. I’m not sure, but I think that was about 5 or 6 dollars less. But, since they confirmed for the second time the pizzas had left their shop, I agreed. It did not arrive. Another 15 minutes later, I called....it’s almost there. They were correct and after one hour and 40 minutes after the initial order, the pizzas arrived. I checked the temperature and they were barely warm. I declined the pizzas because they were cold and was told “we reheated it, so it isn’t cold”. I declined the delivery, because it wasn’t hot and I didn’t order reheated pizzas and would need to reheat them heat again. I tipped the driver $5 as it wasn’t his fault. I do realize it’s a Friday, but we have had no problems in the past and the fault was clearly theirs since they called an hour after the order to ask if we were picking up, or they were delivering. I can’t say if I would have been satisfied if they would have given the order for free, given all of the issues, but we’ll never know as they flatly refused....I think it would have been the right thing to do from a customer satisfaction point of view. I would recommend they review their customer service protocols because they failed miserably...

I called Monday for a Chicago deep dish, the owner told me he needs 24hrs notice it takes 45mins to prepare and 45mins to bake so I was nice I asked for tomorrow Tuesday 5pm he said no problem. My family was waiting and looking forward to this. I was even kind enough to give the store a call Tuesday afternoon to confirm my Chicago deep dish will be ready for 5pm again the owner confirmed no problem, I even was nice enough to say he can make it anytime is convenient for him even earlier, he told me No 5pm is perfect time. I show up 4:50pm and owner isnt even there and employee tells me he left and forgot about my pizza? Forgot my pizza even after I called to remind him ? Even after 24hr notice ?? Then the "new employee" tells me he can whip one up for me even though hes never made one and it would take half hour ?? Half hour ?? Yesterday they told me requires "prep" " 45 mins to make and 45mins to bake" But now the employee whos never made one can "whip me one up in half hour" Uhm no thanks....

Worst customer service ever! I had called in an order for pickup and when I got home I realized it wasn't what I had ordered. I called back and they did not once offer an apology for the mixup and asked me to bring the food back. When I got back they tried to convince me that I had ordered what they gave me under another name which was not remotely close to my own and then realized by my phone number they had actually given me someone else's order. Not only did they not offer even an apology, they made me pay extra for the original order. I was not looking for any sort of compensation but a simple apology for the mixup and having to drive back to the restaurant would have been appreciated. I will not be returning here...