Gino's Pizza — Restaurant in St. Catharines

Short version: Decent pizza if you like a greasy crust, but the place smells gross, looks gross, they will substitute details of your order without telling you, and their online ordering platform is garbage.

More details: Used to come here quite a bit a few years ago but stopped when the black olives were off twice in a row. Now that Pizza Pizza doesn't offer whole grain crust anymore decided to try Gino's again since they have whole wheat. Tried to order using their website. You can't view their toppings or other options unless you create an account first, which is super annoying. The order interface doesn't tell you which items cost extra so it's a crapshoot to see if the pizza is going to cost what you think (pesto sauce is $3.50 extra on a medium pizza, for example). After all that, you can't even pay online. Why force people to get an online account just to see the menu if you won't let them pay online?

Anyway, went to pick up the pizzas. Place smells really gross now - has a really strong mildew smell. As another reviewer noted, the guy's hands weren't clean who handled payment but they just appeared to be dirty with flour so gave the benefit of the doubt on that.

Got home with the pizza, and guess what? No whole wheat crust. Double-checked to make sure we ordered correctly and we did. Besides all that the pizza was decent, but we are done with this...

I ordered through Just Eat, and while the food was decent enough, the customer service was not. On their menu they have listed 2L bottles of pop, including Diet Pepsi for $2.50. I ordered two. When I got my order they had given me a 2L of regular Pepsi, and a 591ml of Diet Pepsi. I called Just Eat and they were good and called Ginos and asked them to deliver 2 2L bottles of Diet Pepsi, and Ginos said OK and even confirmed my address. I had the mistake bottles ready to exchange.

2 hours later I called Just Eat since I had not yet received the new delivery, and this time Just Eat was told by Ginos that they told Just Eat that they don't sell Diet Pepsi in 2L and then the manager came on the line and was rude to the Just Eat rep and told him again that no one said that they would deliver the pop.

This could have all been avoided and no harm no foul if Ginos had the decent courtesy of calling me (they had my number from the order) to tell me that they don't have 2L Diet Pepsi and offered a refund or a swap with something else. But no, they sent out an incorrect bottle and a bottle of much less value instead.

This is not how you run a business. I saw a review stating the same kind of customer service issue, but I hoped it was a one off. ...

Terrible Customer Service!

Purchased a promotion of "1 Free Medium 1 Topping Pizza a month" for $20 directly from Gino's. Got a pamphlet with promotion saying that orders over $25 you could receive either 2 free pops or free garlic bread. We were told that these 2 promotions could not be used in conjunction. The back of the promotional pamphlet literally says "One special per visit, although free pop or garlic bread may be combined with free pizza of the month". I told this to the male I was talking to and he said it was an old pamphlet and they printed new ones because they were going to lose too much money giving both a free pizza (which I paid the $20 for when I bought the promotion) and free garlic bread. His solution to the problem was that I pick up one of the new pamphlets that were printed.

After all this we were charged for the topping on our "Free Medium 1 Topping Pizza" and the 2 garlic dipping sauces we ordered came as a ranch and a cheddar habanero. When I asked why they simply stated they were out of the garlic sauces.

The pizza we got was OK to not so great - the wings were...