Pizza Nova — Restaurant in Toronto

So I want to qualify my 3 stars before i start - i have been going to this location for 5+ years fairly regularly. Their pizzas taste amazing. If you order delivery, it shows up promptly. Lunch or dinner doesn't matter. [My office is two blocks away, and my house is 2km in the opposite direction]

However, when you get into the store the service has always been a bit 'light' - they're nice enough, but may take a couple of minutes to see you while they're chatting in the back etc. It's something I do notice - but not something I usually care about too much.

For six to eight weeks in a row i was ordering a pizza for either pick up or delivery on Tuesday. In between i might get some lunch if i was at the office. My diet had become a bit pizza heavy and it was all Pizza Nova.

The last time i went to pick up a pizza (Tues May 4th) while i was in the store, they asked if i wanted a dipping sauce. I usually don't get dipping sauces as I try to watch my overall spend, but this time I was feeling good and said "Sure. What flavours do you have?" He offered several, and there was a new flavour - Mike's Hot Honey. Sounded interesting, so I said sure, give me that. He rang it up at $1.99 and i recall thinking immediately, "Wow - sauces are pricy - probably why I don't usually buy them." Pizza was going to take another 2 or 3 minutes, so as I waited I noticed on the menu that all the sauces (except Mike's) were listed and cost $0.99. [As a side note - Mike's wasn't listed with a price anywhere] I mentioned this, and the person at the cash was pretty rude - "Those cost more - you saw me ring it up!" I got my pizza and went home.

I have NOT given them a single dollar of business since - they made the $1 off me, and have lost $70 in business so far.

What should have happened at the point of order, after he mentioned all the sauce flavours equally and I mentioned Mike's. "hey Mike's is new, it costs an extra dollar - is that okay?"

What should have happened when I brought it up - "Hey i'm sorry, it's new and I should have mentioned it costs more than the other sauces. Would you like a refund or how can i make it right?" [Mistakes do happen and I'm generally a reasonable guy - I would have likely kept the sauce]

I've kept the sauce unopened in front of my fridge as a reminder for why I won't go back for a while.

For everyone else - the pizza is delicious! For pizza alone, I would have likely given 4...

We ordered a party size pizza and waited about an hour and a half for it to show up. When the pizza finally arrived the delivery driver apologized for the delay and I paid for the pizza. As we got it inside and opened it up we realized the pizza had been overcooked/burnt on various parts, the cheese was completely burnt, and the mushrooms had dried out to a crisp. The pizza was inedible. This is pretty embarrassing to say the least and quite disappointing that any employee would even send a pizza out in that condition. Customer service did the bare minimum and sent out a new pizza while the rest of what we ordered sat there until the new pizza arrived. They only offered to do more when I said I was going to be writing this review, but the damage from the poor customer retention had already been done. Save yourselves the headache and order from literally any other pizza establishment in the area. This is not the first time this has happened but it will be the last time I...

Horrible customer service for take out. My boyfriend ordered a slice of pizza and the guy at the counter didn’t even tell him about their special for a large pizza for 4 bucks and change! Though cashed him out for a slice n drink for more money. This makes your customers feel ripped off. He walked out and saw the sign and went back in and the guy got all defensive and said he didn’t tell him about the special because he was busy. Um ... are we not customers ? Not anymore. I would let this guy go, he doesn’t care about your customer experience. He was very defensive . A better response would have been apologize, be respectful, offer the special , let your customer know you care and that it slipped your mind to offer the deal, which you’re advertising with a huge banner in the front of your store window. ! Embarrassing for this location as other customers were present in the store observing their...