Pizza Nova — Restaurant in Toronto

I’ve been a long time customer. I continually update my rating. My review has evolved from 4 stars to 1 star, and now 5 stars.

It’s rare to see changes happen, but the last few times I went there, it feels like they embraced the feedback and tightened things up. I appreciate the effort because I do love coming here.

Being able to order this comfort food, throw on Netflix and enjoy it after a long day is a nice little luxury, and when these guys get it right it, the pizza is perfect.

I am posting my old review below for reference, because when you go from 1 star to 5 stars, it deserves context.

Thanks for caring about your customers and giving a great experience. Your efforts are noticed and appreciated!

———old review below

1 Star

This location used to be good, but I think with the turnover with staff is the reason for the decline in quality.

I practically come here weekly. It’s the same dance every time.

People behind the counter not wearing masks and suddenly pulling them up when I walk in (or just wearing them incorrectly). I noticed one dude had long dirty nails when I paid for my order (don’t even want to think about him working the dough), and the only thing that is consistent is that they get my order wrong every time (no exaggeration).

When they miss a topping, I’ll be cool about it and wait for it to be cooked and placed on top, asking for well done? Not happening. Asked for multigrain crust (a crime, I know) means that you’ll likely get regular. Sometimes you’re too exhausted to care and eat the thing you didn’t order.

I can always expect this level of service from this location, it’s been that consistently bad lately, and it wasn’t always this way.

My message to the front line team: “Listen, I get that you don’t get paid enough for the jobs you do, and customers aren’t always the nicest people, but please focus on getting the orders right, wearing your masks properly, and keeping your nails clean and trimmed. Just doing those 3 things would make for a better experience all around.” My message to the owners: “Motivate your team with incentives or pay them more. It’s clear that the energy changed on the floor since the change in staff. Orders shouldn’t be incorrect every time I come to pick up. Make sure everyone maintains food safety by taking care of personal hygiene and wears their masks properly. I can’t stress that last point enough. This is a good location with a good history, I hate seeing businesses decline in quality, especially the ones that I frequent. I wish you and your team well.”

Thanks...

Walked in last night (12th June 2022, 11PM) to buy some wings to go along with my drink. The guy at the desk was not super helpful. I was given 15 mins before my wings are ready. After 25 minutes of waiting i lost patience and went and enquired at the desk. In a couple of minutes they called me to give what I ordered. Once I received them there was a strong charred smell. I opened the box and saw that the wings were burnt. I asked the guy who gave it to me about this and he said that’s the way they cook it after seasoning. With no option i walked out. When i took the first bite it wasn’t edible and had a bitter taste due to charring. I called customer support and sent the pics to them. They confirmed that the wings are burnt and the cook at the place has lied to me. They gave the complete amount of order as store credit and said it cannot be reversed on my original payment method. Mistakes will happen while cooking. Once they saw that the food was burnt they could have replaced. Or when I enquired they could have took it back and either replaced or refunded me. They spoiled my Saturday night. I now agree with the reviews that talk about the rude behaviour of the staff at this location and inconsistent food quality and taste. Its true. Attached pics...

This is my first time ..having Pizza Nova . And my experience is not so good , extremely not good I know what the garlic bread is with cheese But look , never in my life I have sandwich with wax paper on it inside . I told the staff it’s take out . and His reason was ..like. I cannot win from his explanation I even call and guess what it was the head office . I explain my side . And they offer me a free drink and money back and still I can have my sandwich free. And that’s not what happen . I came back to store to get the a new sandwich but that’s it . My sandwich still got wax paper inside and they pack the tomatoes to a container which is so ..smooshed.

And I feel insulted, the guy says , this is Italian sandwich.! ..rudely he says . I just left thinking my sandwich already fix but still it turn worse . When he make my sandwich I saw how he .. talk near my new open sandwich I ebem joke to sway his upper torso so his saliva will not land to my sandwich!

I waste my money . Because I ended my Sandwich to the garbage totally I’m very disappointed because even the offer never...