Gino's Pizza — Restaurant in Thunder Bay

(This review is for the Cumberland St. Address in Thunder Bay)

I love the food here, and if that were the only reason for this review I'd give them 5 stars, however..

My friends and I use to order online from this location every Friday pretty much without fail. Until one week we ordered our food online and a couple of hours went by and we did not get our order, we called the location and they said they never got the order due to some printing malfunction their end and were not willing to compensate us for the trouble nor put us at priority. We still had other orders ahead of us that we'd have to wait on before they even started making ours. (We were at the back of the line)

This was several years back and honestly it wasn't a big deal but it left us so disappointed with the business and how it didn't seem like they cared at all about resolving a problem with a long term customer. We were told to either wait or cancel the order.

We stopped ordering from this location for some time (a year or so) but eventually forgave them and started ordering from them again about a year later.

Recently however (earlier this week), one of my online orders was quite late and I was reminded of what happened in the past, so I decided to call them to ensure they got the order, and I was greeted with a simple "hello?" when I called, I wasn't even sure I called the right number at this stage and had to confirm with them who they were and guide the call forward.

I told them I was calling to check if they received my order as it had already been over an hour and they are just down the street from me. The woman on the phone was quick to say "your order is on the way, it should be there soon" even though I didn't tell her who I was or the order number and she was trying to end the call with me.

I stopped her and tried to confirm what the order was and where it was headed and what she had didn't match my order at all. I gave her my order number and she said she'd have to take a look and call me back in 5 minutes.. I don't know why she would have to call me back for this but I agreed and ended the call.

Several minutes later I received no call back so I decided to call them again and the same woman tells me she did not have time to look up the order and she was helping another customer, but she would look it up now and for sure call me back in 2 minutes.

Over 10 minutes go by and I still do not receive a call back, so I call them again. The woman still hasn't looked up my order and said she is going to have to contact the driver... and I asked why does she need to call the driver? I just want to know if the order was even received, and that they should know if they even made the order before it even gets to a driver.

She could not answer any of my questions and I had to call them back again and this time spoke with the driver. He looked up my order and could not find it, and stated it was a printing error on their end.

I was pretty upset by this stage as the whole reason I had originally called was to avoid not getting my food due to a missed order and it took them over 30 minutes of me calling them back to even have them confirm that they did in fact not receive my order.

My options? Wait for the food, no compensation or cancel the order. It had been nearly 2 hours since I originally placed the order at this point and I did not want to wait a 3rd, so I canceled it. I was told the manager would call me the next day to go over what had happened, however it's been several days and no one has called me back.

Their customer retention and inability to resolve issues when they have them is quite dreadful, I'm left not wanting to order from them again even though I do like their food.

I don't care about a late or missed order, it isn't a big deal, but their total disregard to take any accountability for errors that are completely on their end as well as further exasperating the problem really makes me think negatively about this business.

I'll still order from them however but I'll feel bad about it...

Hey Gino’s… we gotta have a talk… your pizza has fueled me for all of my adult life. You guys have the best deals and in my opinion the best pizza in town. But over the last few months the service has gotten incredibly bad. It started when a driver brought my pizza to the wrong house. I wasn’t too upset because yall made me a new pizza as well as a second pizza to make up for it. The driver was super nice and that all made up for the long wait. The second issue I had was when I placed an order online. Google and your website said you were open so when I got to the end of the order and it wouldn’t let me place it saying “restaurant closed” I was confused. Especially since it still took my money. Getting the money back was a major hassle but I did get it back and I wanted to call it a fluke. Third issue was when the driver dropped my order off at the wrong house again. I had people at my house that day so I was really bummed when we were told to wait for a new pizza. The driver brought the pizza and was nice so I still didn’t get very upset but I was getting cautious. The fourth issue was when I had order online (I didn’t pre pay this time) for pick up. The order went through and again. Everything said that you should still be open. When I rolled up the door was locked and an employee was standing at the counter waving me off. I waited at the door as my order had been placed and I had confirmed that the location was open. The employee came to the door saying “sorry we are closed” I told him my order had gone through but he insisted they were closed and locked the door. Now… this evening I am having my 5th issue. I ordered online. A large pizza two dips and 2 drinks at 10:45pm. Yet I sit here with no food at 2am. The order had gone through online but nothing came. I received no call or any form of contact saying I would not get my food. Now is my pizza gonna show up at my door when they open tomorrow? Maybe I’m not sure. I’m not paying for it if it does. I wanted all these issues to be one offs but clearly they are not. I don’t want to see one of my favourite pizza places go down the drain. If your hours have changed that fine but please update the website and google. I work at a hotel and I tell all my guests to order from Gino’s because they are the most reliable for well priced good pizza. I want that to remain the truth because I love yall so much. Tbf all of these issues have come from the Cumberland location. I can’t speak on the...

EXTREMELY POOR CUSTOMER SERVICE AND PIZZA WAS COLD AND UNCUT. SAVE YOUR TIME AND MONEY Ordered a pizza online with one of their “online deals” for a large pizza and 2 dipping sauces. Said it would take 45 minutes. Over an hour later it arrived, tipped the guy $2.50 at the door as I hadn’t seen the pizza yet. Opened the pizza and it was completely uncut, and had no dipping sauces. ordered light sauce as they usually drown it and there was no sauce at all. It was cold. I’ve ordered from Gino’s before and it was great, so hot you have to wait to eat it. Called to complain and the kid had no idea what to say, put me on hold twice and eventually a girl said she would give me a $5 credit on my next pizza. My tip was half of that. Asked if they would bring my dipping sauces as this was ridiculous and poor customer service and she proceeded to tell me “I will get my driver to bring it over after we drop off a triple order.” And then hung up on me. As if them being busy is an excuse and now mine is not a priority order when they couldn’t get it right the first time. Very dissatisfied with the product and especially the customer service. $5 on another cold pizza does not really cut it - much like Gino’s did not...