Freshslice Pizza — Restaurant in Toronto

So torn about this review. I rarely write reviews. I like to support local businesses, and despite an amazing Italian restaurant being literally beside Fresh Slice, I thought I'd take advantage of the promo offered by Fresh Slice. Called them tonight at around 750pm. Was informed pizza would be ready in 10-15min. Showed up about 815pm, thinking that was enough time. When I went indoors, I heard them speaking in Hindi, asking each other 'did you not make it', then told it'll take 5 min. I asked them why they wouldn't call me to inform me my pizza would not be ready in the 10-15 min--no answer. I am not demanding or pretentious, I just expect that if something isn't right, I be well informed! I was also sure how a 11" thin crust pizza could be ready in 15 min! At this point, it was 823pm (yes, I looked at my watch!), and took a walk with the dog. Came back at around 830pm, and they said it was in the oven. I asked why they would say 5 min, if it would take 10 min. They said they would do whatever to make it up--I informed them I had brought my dog out, it was cold, and I was made now to wait for half an hour for a pizza (by the time it would be ready). Still waited. Went inside, they made the order without a couple of extra 'drizzles' (not a big deal). Funny--they also seemed to have forgotten to cook the red peppers, and just threw them on top raw! Shezad (manager?) said I could take a dipping sauce for free-lol-well thanks for that. I told him I'd be in touch, I have been living in the area for 14 years...many places have come and gone in this specific location. I don't see how they can last. Shezad said the employees were new, and I asked why take my number, as what's the point of taking it if they can't inform me the pizza won't be ready? How was the pizza...like a homemade pita pizza. Would I try them again? Possibly. But honestly there are so many more places who need my support, since these people are too new to manage themselves.

UPDATE: owners were kind enough to reach out and offer another pizza. Definitely better than what I had last week. Peppers were cooked on the pizza (as they should have been!), and overall pizza and the service was really good. I would feel comfortable ordering again, based on my 2nd and more...

I ordered two pizzas today online and was informed it would be done ASAP which is 20 minutes. I arrived right on time. Upon walking in the person at the counter was speaking to someone on the phone. He took quite a while to do that as well and I had to wait for him to finish. After he finished the call I told him my order. He informed me that he texted me stating the order would be done for 9:30pm which is ten minutes later than what I expected. He said he was busy and that’s why it would take an extra ten minutes. I looked around upon him saying this and it was not busy? There was one other person eating his pizza in the store and no pizzas ready for pick up or being made?He was not professional nor kind about informing me and had a very rude I‘m always right attitude. This was problematic to me as parking in the core of downtown is not easy. I expected to come in, pay for my pizza, get my pizza and be out within 2 minutes. I decided to not make such a huge deal and came back ten minutes later only to be told the pizza would be another few minutes. I don’t understand. First I was told ten minutes so waited and came back after ten only to be told it would be a few more minutes? And he still had the audacity to charge me a dollar for my sauce? After this terrible service? When he handed me the pizza it was not hot. I have ordered many pizzas and picked them up and it’s never cold. The whole reason I did a pick up was for a fresh pizza. This is not fresh and is not cooked fully. I had to another meal this night since the pizza did not seem safe to eat. If I ordered this on a delivery app it would have been free or cancelled with how long they took. This place needs a lot of help with their time management considering the turn around. I do not know who they are hiring, but the current staff they have will ruin their business and reputation. Overall I will not come back to this location due to this terrible service.

Update: manager emailed me and resolved the issue. He had good...

This is by far the worst business I’ve ever dealt with, and believe me, I usually avoid writing negative reviews—but they’ve left me with no other option. I placed a delivery order on their website, but it never arrived.

After waiting an hour, I called the store to check if the driver was on their way and they assured me the driver was on their way. Two hours later, I had to call them again (they never reached out to update me even though they said they would), only to be placed on hold while they consulted their manager. That’s when I was told the delivery driver—apparently an Uber driver—had allegedly eaten the pizza.

Again, I ordered through their website, not through the Uber app.

It’s now been almost two weeks, and I still haven’t received a refund (even though they said they would give me one - which by the way took some negotiating). I’ve been forced to escalate the issue by filing a formal report with my credit...