Milano Pizzeria — Restaurant in Ottawa

I am Celiac and absolutely cannot have gluten or I will get sick, the effects of which last a minimum of a week. I understand that ordering from only a gluten friendly restaurant runs the risk of cross contamination but I’ve order the gluten free pizza with gluten free pepperoni from the baseline Milanos many times without issue. This time however, I got my pizza delivered, paid, and was disappointed to find that it didn’t look like the gluten free crusts I had before. The restaurant was called and right off the bat the man on the phone was reading out the wrong order saying that WE had made the mistake then and ordered regular crust. I had my confirmation in front of me as well as the order receipt that was stapled to the box. Both said gluten free crust. We were then assured it was gluten free crust after he spoke to the chef. We asked if it was a different kind of crust and he said it probably was. Not once was another pizza being delivered mentioned just to be safe until we brought it up and, even then, it was brushed off and we were assured it was gluten free. We had mentioned that I would get very sick if it was not gluten free so we need to be sure. Again, we were assured it was gluten free. Taking the restaurant at their word, I ate some. At least 10 minutes later, if not longer, AFTER I had eaten some pizza, the restaurant calls back and says “to be on the safe side, don’t eat it and we will send another one.” Well too late. We accepted the new pizza and showed the delivery guy (he was wonderful by the way) the difference in the looks of the pizza. Needless to say I’m very unhappy with the customer service and am suffering the consequences of it still currently (this happened early last week). I don’t think I will trust this...

We ordered from the baseline location on Friday April 29th. We ordered two pizza's, one was thin crust tomato well done, the other was a pepperoni pizza regular crust. The first pizza was missing the tomatoes, was not thin crust, and there's no way in hell it was well done because you could literally still see the individual strands of shredded cheese. I called the location and spoke exceedingly calmly just asking for credit for the tomato pizza. It's challenging to find the words for how rude and unorganized the staff there were. First off they couldn't even find my order even after I gave them the order number my phone number and address and I confirmed the address location it was ordered from. They put the phone down on the counter instead of putting me on hold and all I could hear for 4 minutes straight was them yelling at eachother and arguing. Then they get back on the phone and start yelling at me and I literally could not even get a word in edge wise without being cut off and yelled over. All I said was can I please have a credit for the tomato pizza. They wanted a photo of the pizza which I would have been happy to provide had they actually given me a way to even send them a photo as well as had they given me a moment to finish a damn sentence without Yelling over me. I ended up hanging up out of sheer frustration because they absolutely overwhelmed me with their horrible...

This is about the baseline location. The pizza at Milanos is very good. Lots of cheese (they don’t skimp) and good sauce. Delivery from them are always hot and fresh and just perfectly cooked. They’ve stayed reasonable in this crazy economic time. Instead of skimping on ingredients or options, they have upped their prices but kept the exact same quality. Price increases haven’t even been that intense and they regularly do buy one get one free deals on Uber eats. They’re open late and because they’re located in a convenience store they have more options than any other pizza place for drinks and snacks. It’s great. The service is okay. The young kids who work there are in high school and clearly still learning the service industry. That’s fine, but you can tell they’re learning, and it’s not always fun to be the one they learn with. The atmosphere is pretty bad but that’s typical of a lot of pizza places. Still gotta say it though. Not somewhere to sit down at. There’s one chair. They’re happy to let you sit and eat it’s just a little awkward is all.

Overall, you should go here. They’re my go to pizza place. Cheaper than Gabriel’s and just as good in many ways. They are quick to learn you and even the younger staff are very kind, though sometimes shy.

Thanks a bunch to Milanos baseline for the countless...