Milano Pizzeria — Restaurant in Ottawa

Worst restaurant experience I've ever had.

I ordered a half/half pizza tonight with my girlfriend. We ordered a half Hawaiian, half pepperoni bacon. It took almost an hour for a medium pizza to be delivered on a Wednesday night, but that isn't the real problem.

When the pizza arrived, it appeared to be a Hawaiian pizza with bacon on half.

I called the store to let them know and see about what could be done to fix the situation.

The person on the phone argued with me telling me there was no way i could be correct. They swore they made the pizza correctly and weren't even trying to be accommodating or even show any kind of ownership of the problem. After several minutes of arguing with me, they offered to send me a small pepperoni bacon to replace the half of the pizza which was wrong. The person i spoke with said they would deliver it themself and it would only take 10 minutes.

While waiting for the delivery of our replacement, i looked again at the first pizza to discover that it was half Hawaiian with bacon but the other half was pepperoni and pineapple. Either way, they failed to make the pizza we asked for.

A half hour later, someone finally showed up with the replacement. The person was not the same person i spoke to (i had met that person in the store for a prior order). This driver showed me his phone and it was playing some security camera footage of the cook making my pizza in an attempt to prove me wrong.

What kind of restaurant is this? I've never had a restaurant try to accuse me of lying like this before. I showed the driver a picture on my phone of the Hawaiian with bacon side of the original and they still didn't take ownership.

When i went back up to my apartment i decided to call the store because i was upset that they would send a driver with video "evidence" proving me to be a liar, which if they had bothered to watch they would've seen it was still not what we had ordered. I spoke to the same person who the driver has claimed to me to be an owner.

I asked why they would send a driver with a video. I asked why they have no sense of customer service. I explained about the discovery of the half pizza that was pepperoni but with pineapple. At this point, pepperoni was all they heard. They then got more argumentative and things escalated. I reiterated that regardless of their being pepperoni, they still failed to make what we had ordered.

He then cussed at me and told me I'm banned from ordering from them ever again. I can't believe that an "owner" would treat a customer concern with such rudeness.

I have been in the food industry for over 15 years and a chef or manager for more than 5 of them. This is appalling behaviour.

Whether i was correct or not (which i was), that isn't how a business should treat their customers.

I will be emailing the corporate offices to make sure others don't have to go through this kind of treatment in the future.

Beware...

Ordered at 9:28pm last night direct from the website. The website said 45 min, we waited 45 min then called the store when it didn't show up .The person on the other line said they only just received the order now and started giving me the run around and saying that there was a problem with door dash, I explained I ordered with the website and then he changed his story; 'the whole system was down'. clearly what happened is they forgot the order and didn't want to take responsibility. He said 15-20 more minuets and they will be there. we waited 36 more minuets and finally the delivery shows up at 11 pm, at this point we already started making dinner. the delivery driver did not follow the instructions "deliver to door" instead he called and got us to come down to get the pizza, we went down and told him were not taking the pizza and tipped him $5 as we felt bad for the driver because it's not his fault but then the driver started making more excuses saying they were "very busy" yet another excuse, just take responsibility and own it, no one expect perfection 100% of the time but its how you handle these situations. He offered to give the pizza for free but we lost trust over the course experience and were worried they spit in our food because when I called and was reasonable frustrated with how things turned out they were confrontational. It really sucks because I liked coming here the food was good and I actually went to Algonquin for Business Management and Entrepreneurship with someone in the Milano family and seemed like a stand up guy. after everything we paid $5 for the tip and got nothing but 3...

I ordered tonight from Just Eat to this location, I got the confirmation email at 6:38 pm saying it would be here by 7:35 pm. 7:35 and no food, so I call the store. The guy assures me the delivery guy had already left with my food and it should be here soon, seeing as I live 5 mins away. 20 minutes later still no food. I call the store back, the person I spoke to said the same thing, I'm sure it's on it's way, he's already left, etc. I ask if he can call his delivery guy and simply ask where he is because I haven't seen anyone. The man replies, "I don't have time for this. If you have a problem call Just Eat." So I called Just Eat. who regrettably transferred me to someone else at this store, who again assured me it was on the way. I waited. 15 mins later, I called Just Eat and got a full refund and cancelled my order. I then not even two minutes later receive a call from the store apologizing because they had sent my food to the wrong address and someone else ended up with it. I told them to forget about it. Absolutely rude customer service, 1.5 hours for no food. Would not...