Pizza Nova — Restaurant in Toronto

I made an order through Doordash, and they mentioned that the store had its own delivery service. I didn't realize how badly it could go wrong and went ahead with it. The delivery person dropped off the wrong order at my door, and I only realized after eating the first slice that the pizza contained pepperoni, which is against my hindu-vegetarian diet!

When I called the store, the person I spoke to didn't even apologize and kept asking if I had the correct pizza now? I tried to explain that the issue was that I, as a vegetarian, had been served the wrong pizza, but they tried to shift the blame onto me, claiming I was in a rush, which wasn't the case at all.

After all this, the delivery person realized his mistake and tried to contact me, but I had already eaten some of the pizza. When he finally brought the correct order, I politely asked how they could make such a mistake, especially since I ordered a vegetarian pizza. His response was shocking; HE TOLD ME TO SHUT UP and asked if I wanted the pizza or not, then started walking away. I had to run after him.

Throughout this ordeal, there was NO APOLOGY, and they only made the situation worse by treating me poorly. They didn't even bother to label the boxes with the order names, which seems like a basic mistake to avoid.

I contacted customer service and returned both pizzas (including my veg order which was still sealed, picture below) because I had lost my appetite after this harrowing experience. They assured me that the district manager would call me within 2-3 days, but it's been 5 days now, and I haven't received any communication or a refund.

Mistakes happen but how they behaved made it worse, even though I maintained my...

This store is amazing, the pizza is always perfect, I just couldn't find somewhere to complain about pizza novas customer service.

I have never not had an amazing pizza from this store so again I want to be clear the store is great and the food the produce matches that description.

Pizza nova customer service however is abysmal. I made an error ordering online, I wanted to quickly correct it, so I called the customer service line. Not expecting to get an automatic answer, but an over 20 minute wait time for them to tell me, oh well it's too late now to modify your order. Well Obviously?! It's been over 20 minutes since I ordered. There is no way to modify it on the site, so that was my only shot, I'm sure the pizza will still be amazing which is why I gave a 3 star review because it is not the stores fault, but I personally am quite unhappy with the customer...

Worst pizza delivery experience of my life... I've been ordering from this location for years with no problem, and unfortunately its more of a corporate complaint than anything else. we ordered our pizza, there was a mistake, it happens, so we called it in. the person on the phone asked us to return the wrong order, completely within thier right, but made us question whether or not they re-serve wrong orders... then right before the 2 hrs mark when order was finally delivered, recalled to vent our frustration we were "tempted" with a $10 voucher.... My older child didn't get his pizza 1 hour after my younger one did... No more pizza nova for us! its a shame because it is...