Pizza Pizza — Restaurant in Southwold

We usually love this location, but today they dropped the ball. After ordering and paying for the order online (and always tipping at least $5 for the driver too), we get a call about 20 minutes before the order is supposed to be delivered saying the popcorn chicken we ordered is out (even though it was bought and paid for). Not only did the store call, but so did the head office who takes care of the orders and insisted that an entire container of popcorn chicken could only be replaced with 5 chicken bites. I tried to explain we split the container amongst our kids and 5 didn't seem like enough and they insisted I had to pay additional money to get 10 chicken bites. He told me I should have known that popcorn chicken was sold out online (?? it was and STILL is available on the app and bought and paid for without any issues?) and they took no ownership in trying to make it right for being out of an item we selected and paid for. We are very loyal customers and order from this location all the time. The guy at the store seemed to understand but told me "he can't do anything" and the guy at the head office continued to tell me he "isn't negotiating the price with me" which is not at all what I asked for. I just asked for a couple extra bites so they could be split amongst our kids. Crazy experience, honestly. Food was fine, customer service was awful. They also forgot the buffalo dip I asked for with the bited...

Honestly we drive outside of st Thomas all the time to get pizza pizza. This is the most consistently good pizza. They have amazing customer service call to confirm online orders to let us know our order is ready if we didn’t pick up right away. They literally just called because they know we always get diary free cheese and noticed that was missing and called to make sure it was right. I know a lot of people don’t love pizza pizza but we love this one and continue to go back again and again. Worth the 5 minute drive...

A huge shout-out goes out to Abhiraj (Delivery driver) for Excellence! He explained to me that google maps was showing my address incorrectly and that's why there was also an issue with a previous order that was later rectified. He said the owner had sent him to deliver this order to find out what was happening. I am glad that he explained the issue to me and that it wasn't fault of the store. Hopefully my experience can help prevent this from happening to future...