Newton Pizza — Restaurant in Surrey

I am writing this review after being a customer for about 20 years. I will not be ordering from Newton pizza in South Surrey any longer. The reason I am stopping is because of the complete lack of customer service and absolute disregard for the customer. This has not always been the case but is a regular occurrence recently.

Last month I ordered 2 pizzas (see pictures) both had issues. It’s not the fact that the pizzas were burnt, people make mistakes. When we called to let them know instead of apologizing and making it right they wiggle and squirm trying to frustrate the customer into giving up on the complaint. No offer to come deliver new pizzas, no offer of a credit they just blame a “new girl” in the kitchen. After about 20min on the phone they said they will provide a credit. Offer accepted but what horrible customer service.

Fast forward to last week, order made, let her know there is a credit and of course they have no record of a credit for us. She said her hands are tied. Refused to look at the pictures. I asked if she cared about the customer, all I got was a smug smile and a shoulder shrug. They don’t deserve business anymore.

A few months earlier I went in to pick up pizza and they accused me of not paying for our previous order. They had my phone # on their “list”. I had to show her the visa pmt on my phone for her to believe me. The reason they forget these things is they take your pmt right away when you walkin and bc you have to wait an additional 20min for every order they forget who has paid. They never own up to their mistakes, they have been taking the customer for granted bc we just keep coming back.

I think from all the recent reviews you can tell the tide has shifted. They don’t deserve the business anymore.

STAY AWAY! This is coming from a loyal customer...

I ordered a large Shahi paneer pizza last night. When I got back home & opened the box, pizza was burnt (see photo). Called the store at 11:00pm to complain about the issue & was met with hostility & bunch of questions. I stayed on hold for 20 minutes & they asked me to send a picture of the pizza, I sent the picture to their phone number & I was told we can make you another pizza. I told them I was going to sleep & I stay 20 minutes away, they told me you can pick it up tomorrow. We went to sleep hungry, called them the next day & asked them to make another pizza. Lady on the phone put me on hold for 10 minutes & then told me we can offer you a $5 discount. I was shocked, I asked them why should I be the one paying for a replacement pizza when they screwed my order, caused me inconvenience. I had to go to sleep hungry, drove 40 minutes total to go pick up the pizza, waited 15 minutes in there store for it. After wasting 1 hour I get a burnt pizza, gave them the proof it was burnt. But I still have to pay for a replacement?? Then she told me she can make a medium size pizza for free, I told them I didn’t want it. They are purposely trying to humiliate the customers after making mistakes. What is the logic behind offering a $5 discount or giving a medium pizza after you screw up my order & cause all this inconvenience to me?? I have been buying from Newton pizza for last 10 years but I am never coming back. Punjabis are ruining the entire food service industry. People who do this type of behaviour are called ‘CHINDI...

If you do not want to be overcharged, lied to, or disrespected then AVOID THIS PLACE! I have been a long time customer of this establishment because I do enjoy their cheese and jalapeno pizza. They started off as a cost effective qood quality pizza but this has drastically changed and this place does not value their customers.

I have been overcharged several times with little to no concern when pointing out their error. They won't add drinks unless you remind them that it's included in the promo price. I ask for two toppings - Jalapenos and extra cheese but they stopped adding the extra cheese but still charge for two toppings.

Today, they forgot to add the Jalapenos and gave a plain cheese pizza which we realized when we arrived at home. When my sister called they put her on hold 8 times. They implied she was lying and that wasn't the order she made. When they were finally convinced that they had made the error, they reluctantly offered to make another pizza and asked us to pay for the new pizza. The other option was to get the correct pizza IF we returned the original pizza. They also had the audacity to ask how many slices we had eaten from the incorrect pizza. They made it very clear that the delivery driver would come pick up the old pizza after 45 mins.

Again, if you do not want to be overcharged, lied to, or disrespected then AVOID...