Soprano's Pizza — Restaurant in Ontario

I have ordered from Sopranos a few times now. For the most part, the food has been good. I ordered two pizzas tonight. They arrived in good time and the first delivery driver was great. One of the pizzas was good, the second was burned to the point when the box was opened, all you could smell was burnt food. I call the business and asked for my money back or for it to be replaced. The replacement pizza arrived and the delivery driver went to the wrong door and couldn't be seen because he didn't get out of his car. I open up the replacement pizza and it was made wrong. So I call again and am apologized to, the error was known but they still allowed the pizza to be delivered. The woman on the phone said "oh yes it was my mistake. It's okay though, right?" No, it is not alright when you're charging $5 for a topping. Not to mention this is the second pizza that's been messed up in one order. I am then offered store credit, to which I said "no" and was told, I could not be refunded when I asked to have my money back. Another staff member then comes to the phone after I asked for a manager. I was told there was not one to speak to. The guy offers me the cash back for the pizza. I tell him I also want to be refunded the service charge. At this point it is almost 2 hours later. The guy tells me he is going to bring the money himself. He doesn't arrive but someone else has been sent. This poor driver had no idea what was going on and seemed to barely understand what was being said to him. So my question to this business is you've now allowed an order to be delivered improperly made, not once but twice, and then your staff have the nerve to ask if it's ok?! Is this how you want your company to be represented?! Maybe if the woman that took my original call hadn't been rushing and had taken the time to listen, the mistake would not have been made. HORRIBLE customer service, to the point I am never ordering food from this business ever again.

I have mentioned to them twice now that their website is not user friendly for those with vision issues. (The font is light green and is hard to see.) Twice now the site did not allow for orders to be placed.

Needless to say, if I could give them a rating of 0, I would have. I got my money back but lost all respect for this business. Bring back the days of proper customer service and going that step beyond when your team screws up. Mistakes happen. We are human. But tonight...those were choices made...

While trying to order we were put on hold multiple times, literally forced to yell out our order into the phone to get them to understand what we wanted, and we SPECIFICALLY told them that we were ALLERGIC to cheese and asked for it to be left off (my partner reiterated this a minimum of 4 times while on the phone). We then waited over an hour for them to deliver our food to us and when we got it they had put cheese on my pizza (good thing I didn't accidentally touch it) and they had cross contaminated our wedges by putting them loose in the same container as the wings so our vegan friend couldn't eat either! When we called back to try to get it corrected (we had to call them 3 times to get it sorted out) they admitted that the they knew the food was cross contaminated and it was still a fight to get them to send our wedges again (even though they had to come back either way to give me the right pizza). The also gave us the wrong pop by the way, not that that's super important in this case after they messed up our food. The only saving grace in this whole situation was the delivery guy, he was also the ONLY ONE in this whole situation with any semblance to customer service; and even then, he didn't even call us when he got here he just waited outside while our food got cold to wait for someone to let him into the building. Oh and by the way, the other reviews are totally right, they will send people into your supposedly controlled entrance buildings to put pamphlets under your doors. SAVE YOURSELF THE TIME, AGGRAVATION, AND MONEY AND DON'T...

WORST customer service!! Placed an order around 5pm over the phone..was told 40 minutes for delivery.......one hour passes and call back for ETA..I was placed on hold 4 times..each time a different yet more arrogant person comes on the line and tells me that i need to realize that its FRIDAY and busy. I explain i was told 40 mimutes wjen i placed the order..if they jad told me over an hour i would inderstamd and make other arramgements to feed kids.n by this time its beem 75minutes since my order was placed can you tell me when will my order be delivered? I have been put on hold 4 times and on the call ay least 15 minutes.....Because at this point..i tell the person i am considering cancelling the order...then the person says. ".oh well if u wanna cancel go ahead the driver will just come back to the store"...no apologies or sorry for the delay NOTHING....5 more minutes pass making this 90 minutes while they call the driver who has been out on deliveries since the time i called...30 minutes at least in his car....i end the call..5 minutes later the driver calls me to say. Ya your pizza is downstairs in the lobby...WHAT?!?! u have my apartment mumber and the numbers are clear on the board intercom...he says its not written on his slip. So come downstairs for the pizza...i told him to take it back to the store. What can you expect with these entitled arrogant POS who shoild be selling...