Willows Pizza — Restaurant in Oak Bay

As a follow-up, I want to thank Heather (the owner) for immediately reaching out after my initial review. She took the time to listen to my comments and offered both an apology and an offer to prepare a replacement order, which we followed through with this past weekend. Happy to report that yes, it was as good as we had come to expect, and the service was once again excellent. Thank you !

I do not generally post comments other than positive ones, choosing to personally offer constructive feedback directly with the management of the establishment when I have a concern. I feel compelled, however, to comment on my recent experience, which was beyond disappointing. I have been regularly ordering the same pizza from these guys for the last year, and drive 20 minutes from my home to pick it up - they were that good, and well worth the effort. But last night's order was sub-standard, and certainly not what we have become used to (and which kept us coming back). The crust was tough, the overabundance of sauce obliterated the flavour ot the other ingredients, there were huge chunks of way too many onions, and the overall result was very disappointing. For the first time, we did not finish our pizza, leaving 2 slices sitting in the box. We picked the order up at around 7 p.m., brought it home, and by the time we had determined that it was sub-standard, the shop was closed for the day, so we were unable to communicate our complaint. They re-opened today at 4 p.m., and by 4:03 p.m. I called to offer my feedback, expecting a little more than "sorry about that - goodbye". When I tried to continue the conversation (to determine how I might be compensated for a future order) the young man was rude, shouting into the phone that I should have addressed my concern last night and I had no right to follow up on it the day after. I reminded him that I was phoning at the FIRST available opportunity - moments after they had re-opened for business today, since they were closed by the time I had gotten home last night to discover the order was sub-par. I was absolutely stunned at his attitude, and the dismissive, hostile demeanour with which he responded to my concerns. It is regrettable that this small business cannot demonstrate better customer relations and appreciate the efforts of their loyal customers to provide feedback when their experience has been disappointing, and to ensure continued patronage.I have always preferred to support small businesses in the community, but this negative interaction has left me speechless, extremely disappointed, and unwilling to continue...

I've never given a poor review before but I had a very bad experience with the customer service here. When I ordered, they let me know that they would deliver my order for 7:45pm, but at 7:15pm the driver arrived and we missed them. I called back around 7:27pm to say I had missed them since I didn't expect them to arrive so early. The person I spoke to said my delivery window was actually 7:30-745pm and that they were only 3 minutes early (since they called me at 7:15pm, they were actually much earlier than that). I said I was sorry, but I was only quoted 7:45pm. They told me that I was wrong, and that I also didn't give them a buzzer number. I said sorry, I wasn't asked for one when I ordered which is why they didn't have it. They then responded with "Give me your buzzer number if you want your pizza" in an aggressive way. I totally understand if it was a misunderstanding when they quoted me my time when I ordered, but being spoken to as if I was wasting their time for a mistake on their end was jarring. I wasn't even upset that I had missed them, I was just calling back to touch base about my order when I was yelled at. It's a shame, because I'm celiac and good gluten free options are hard to find, and the pizza...

Some time ago, after finding that my favourite pizza place seemed to lack its previous quality (possibly because they closed the location I'd been ordering from), I decided to scout around for a replacement, and came across Willows. Initially I hesitated, because I wasn't sure they'd deliver as far as my area. However, upon calling, the very friendly person who picked up assured me it was fine (basically, they deliver within 10 minutes driving distance). Since then, I have ordered pizza twice from Willows, and it's excellent.. great value, well-prepared, fresh ingredients and very high quality overall. In particular, the crust is really good, and, like the entire pie, heats up beautifully the next day. This last is important for me, because I live alone, and there's no way I'm eating an entire pizza (even a small) in one...