Topper's Pizza — Belleville — Restaurant in Ontario

Our first experience with Toppers pizza was in North Bay, ON and the pizza was amazing. We frequently ordered from them for 7 years. Two years ago, we moved to Belleville and tonight we received the worse service ever, from the manager.

2 out of 3 family members in my household have celiac disease, so ordering pizza from a trusted restaurant is difficult enough. We don’t order out a lot and when we do, it is a treat for us. Also, have never called Toppers with a concern, until today.

This evening, we placed an order and unfortunately found when we got home and opened our pizza boxes that one of them was not made as per the mobile app order.

I called the number on their website and was transferred to a manager as they deal with mistakes with orders.

When she came onto the phone, I explained that I had ordered a vegetable pizza and had made changes to it in which I removed 3 ingredients. I had replaced them with other ones. When the pizza arrived it had everything on it, including the ingredients I had removed.

I had double checked the app before I called to make sure I didn’t make a mistake and I had not. She looked my order up in her system and told me the removed vegetables were not showing up on my order in her system. I calmly told her that it was likely a glitch in the system and asked her if I could send her a screen shot of the app to show her I am not mistaken.

She refused.

Instead, she asked me to check my email to see if the removed items were in it. The receipt was emailed to my husband after he picked up the order as we always select pay on pick up. Upon looking at it, the 3 removed ingredients did not reflect on the email either.

I asked her what we could do about it and she said to me that I shouldn’t order a veggie pizza and remove all the vegetables. She spoke to me in a condescending tone and the whole time she was on the phone with me she sounded annoyed.

I am appalled at her attempt to shame me for their system error. Nothing was resolved and I was stuck with a pizza that tasted awful as the 3 ingredients I had requested to be removed were green olives, white onions, and mushrooms. All ingredients with strong flavours that are impossible to miss, even when I picked them off.

During the entire conversation I was polite and calm, even apologetic that it was taking us some time to fetch the email.

As a result, we will take our business elsewhere as a manager giving a customer attitude for something out of their...

*UPDATE IT IS AUGUST 12TH, STILL NO RESPONSE FROM MANAGEMENT BUT NOTICEABLY RESPONDED TO ALEX MACKENZIE *Update- it is July 2nd and still no response from management **

I’ve read customers leave a bad review and the manager will tell you to email, but when you send an email, you have no professional response, but ignored issues. The actual issue I have is personal cleanliness or possible kitchen cleanliness, but I believe it’s more towards IMPROPER HANDWASHING.

I ordered a small pizza June 10th, 3 people shared as a snack on the journey to our destination on the highway. How do you explain that the 3 people who only ate 1 similar thing amongst each other get diarrhoea approximately 6-8 hours after consuming the pizza. None of us consumed similar foods during the day except the pizza. I work in food industries and I understand that some employees lack the responsibilities of cleanliness so please have this address as everything to make a pizza is hands on from making dough, placing toppings, to cutting/boxing. It could have been any employee at that point. If hand washing is the issue, implementing gloves during all prep should be enforced,...

Ordered a pizza and wings with several hours notice for Valentine's Day. Waited an hour after it was supposed to be delivered, called, and we were told that our order was missed but it's in the oven and it'll be there as soon as they can. Called half an hour later and we were told that they aren't making our order or coming tonight because they're too busy. When we asked for a refund, we were told that they would just make us a pizza tomorrow. When we demanded the refunded, we were told that they "couldn't promise us one." When we asked to speak to a manager, we were told "no, I'm too busy with the dinner rush." When we tried to explain that we don't want a store credit, just to speak to a manager and get our money back for food that they were refusing to make, the reply from the employee was "I'm not even an adult." Absolutely the most confusing and worst customer service I've ever had in my entire life. I have over 10 years experience in the food service industry, and I can't imagine ever dealing with a situation in a way such as this. Would give zero...