Pizza Nova — Restaurant in Pickering

Horrible customer service even when it’s their fault!

DONT BE FOOLED, THIS STORE IS NOT CONCERNED WITH CUSTOMER SERVICE.

My wife and I have ordered from Pizza Nova for years and as of the last year it seems like we have had little to no luck getting this particular location to cook our pizza the way we ask them to.

All we ever asked for is for our pizza to be well done, pretty simple, right? Well, it turns out that 7/10 times they would deliver a pizza that looked like a regularly cooked pizza.

The first few times we would be upset but simply turned on our oven and cooked it ourselves but after a while we were like "wait...we pay this location our hard own money, shouldn't we get what we are asking for".

So we called customer service each time the pizza was under cooked. Customer service will not just take your word for it (and I don't blame them at all...) they want you to send a picture of the pizza so they can ascertain whether or not the pizza was cooked properly or simply subject to the buyers picky discretion and every time we have gladly taken pictures of the pizza the customer service dept always confirms "yes, the pizza is definitely NOT well done".

My wife and I would scratch our heads almost every time we ordered as they would totally ignore the explicit notes for the pizza to be well done and send us a regularly cooked pizza. Customer service would credit our pizza so many times that it became embarrassing for us.

We even had a regional supervisor of some sort tell us that he was well aware of the problem and would cook our pizza himself if the problem continued.

We even sent them photos of how the pizza should look. (We're weren't asking anyone to burn the pizza; all we wanted was for the pizza to be well done (darker brown edges and the whole pizza should be a bit browned, not burnt. The pizzas we were getting looked normal as if they simply ignore the request for the pizza to be cooked a bit longer))

So...fast forward to the present.....we ordered a pizza last week and......undercooked.

We didn't bother to call in. We just did the usual, turned in the stove and cook it ourselves.

Now we call in tonight to place our usual order and my wife simply asks the order taker to let the store know that our last order was undercooked and to please make sure this pizza is cooked well done. We weren't complaining, we were not rude (we never are) and we were not even remotely asking for a credit (we never have, they've always offered. All we ever wanted was just to have our pizza cooked they way we like it).

Well, to our surprise, the customer service rep says "this pizza will be a final order. If your not happy with it nothing will be done."

My wife and I were shocked to hear this because we are not the ones who can't seem to get it right. We should be telling this location that this will be the final time you sell us an undercooked pizza!

In any case, we cancelled the order and will not forever boycott this location. I happen to be a Pastor in Pickering and we used to use this location for our function but not anymore. In fact, we will be telling all of our members (although we're not that big....300 members) who live in Pickering to not spend a dime at this location because the fact is......they really don't care about customer service....they only want your money. Thanks for everything Pizza Nova (Pickering)......thanks for...

I usually do not have a problem with this location with their service but tonite kind of surprised me. Now I am not a picky person when it comes to pizza...just pretty basic as much. Tonite I ordered their large pepperoni pizza that they advertise in store and on their app...I placed the order at 10:21pm via the app oh did I mention this is sunday night.....anyways i left home 15min later and arrived there 5min later so about 1041 i arrived fully anticipating my pizza to be done...their were a couple people in front of me ordering when it was my turn i went and paid.... there was no mention of when my pizza will be done ...until i asked 10minutes later as I am getting annoyed that they only put my pizza in 5 mjnutes after i had paid...make a long story short i left this place at 10:55 ! I dont know if it because that i am getting a discounted order and it takes less priority over other orders but at the end of the day i am paying for it. Will think twice about ordering from here next time i...

Usually a fan of Pizza Nova. It’s one of the better pizza brands.

Unfortunately I have to leave an unpleasant review of this particular location. A few weeks ago we ordered a pizza and when we picked it up it smelled off. We had our masks on and I thought I was just being paranoid.

We were starving and we got home, ate some of the pizza and it was clear that the cheese had turned and gone bad. They had put rotten cheese on the pizza! We did not feel well after eating that pizza and had to throw the rest of it in the garbage.

We called customer service and got a credit.

We ordered again last night to use our credit and I did a double check to smell that the cheese was okay. Seemed fine but then both my husband and I felt sick afterwards and I had diarrhea.

This place is obviously not sanitary and it’s obvious they are not always using fresh products.

I won’t be ordering from this...