Pizza Pizza — Restaurant in Toronto

I visited this Pizza Pizza location today at 11:15 am to pick up my contactless order for free slices of pepperoni pizza, which I had placed using the app. I’ve used the app before and always had a smooth experience; order online, get confirmation, and pick up with no issues.

This time, the staff member (who identified himself as “Hash”) insisted that to get my order, I had to show either a physical coupon or a digital coupon on my phone. But with the app, you add the digital coupon to the cart when you place the order, and it shows up on the receipt so there’s no separate coupon to show at pickup. I also had my email confirmation, so everything matched.

He even showed me the printed receipt (which I took pictures of) from their own system, which clearly displayed my order number, the free slices digital coupon, date, and time. But Hash told me he had apparently called customer service earlier because he saw $0.00 (which makes sense, since it’s a free slice) on the receipt that morning around 10:15 am. They told him to ask customers for a coupon at pickup regardless of what’s on the receipt. That defeats the purpose of contactless ordering and makes no sense, since the app already verifies and applies the coupon.

When I asked to speak to the manager, I was told her name is Lediana and that she only works Mondays and Tuesdays, so I couldn’t talk to her.

In the end, I showed them my digital coupons on my phone, and they gave me the pizza. But the whole experience felt disorganized and frustrating. I’m not sure what the purpose of this “new policy” is or why customers are being asked to jump through unnecessary hoops that defeat the point of ordering contactless online. Hash also mentioned that Pizza Pizza has gotten more stingy lately, and before they didn’t require this.

Update June 8, 2025: After I posted this review, I was asked to email feedback@pizzapizza.ca. I did, and they responded promptly, saying they would ask the regional operations manager to address the issue with the store manager. I’ve attached a screenshot of their reply for transparency.

I appreciate that they took the time to reply, and I hope they follow through so this doesn’t happen to other customers.

I also want to add that as a minority customer, I felt like I was being treated differently almost as if the staff member assumed I wouldn’t question his demands. He told me he’s “been doing this for a long time,” but that doesn’t make it right. I knew from experience that the app already applies the digital coupon at checkout, and the receipt clearly shows this.

I’m glad I spoke up and shared my experience so other customers can be aware. Every customer deserves to be treated with respect and not made to jump through unnecessary hoops that defeat the purpose of ordering contactless online. I hope this experience leads to better training for staff and clearer communication with customers...

I would not recommend this location to anyone, if you want good pizza just go down the street. I been coming to this location for years and it’s just horrible now. I stopped by yesterday to give it another try as this use to be my go to place for pizza but after yesterday experience I must say goodbye to them as I will not be return here ever again. I came in and the place was dirty. The girls were busy on their phones and then speaking to each other in their own language that they didn’t even noticed me. My food was cold it looked like they just placed it in there for a sec and took it out just to get rid of me. The tall girl had long hair down to her waist without a hairnet. Two week ago when I came for a slice for my kids during lunch time the slices I bought was so bad my kids brought it back home barely touched. There was barely any toppings or cheese on the pizza and it had no taste what so ever. I recognize the cook as I had seen him before, I believe he works mornings but his pizzas were not like this before. Not sure what changed. Even there use to be a nice older lady who was always cleaning and smiling I thought she was the owner but I don’t see her anymore. Guess it’s like all businesses at the beginning the owners are always there then after awhile they don’t show anymore. I had asked one of the girls what happened to the nice older lady and they said she not making money so she has to do other stuff n she always complaining that she has so much debt to everyone. I know everyone has their personal issues but if your mind and time is no longer in the business then you should not have it. It’s like they are trying to save on cost by going cheap on everything. It’s like paying full price and getting only 1/4 of your moneys worth. Doing this you just ruining the brand. I’m really surprised that a company this big don’t do regular check up. It’s very sad but the quality is not the same as it use to be and the service it’s horrible now so I don’t want to waste my money if the pizza I buy my kids won’t eat it what’s the point. I wish the previous owners were here at least then I don’t have to look for a different...

My husband ordered a 3 topping pizza and we brought it back home to find out it was made thinly crust versus our usually lightly done.

Spoke with customer service and was offered $10 credit for the next order but I wanted the new, correct pizza. Agent said they will have the restaurant make a new one and we can keep the pizza as a goodwill gesture for the mistake.

Got a missed call from Pizza Pizza thinking it's a call for our order being ready so bolted out the door to grab the new pizza. The staff at the store has no idea why we are there and no pizza was ready for us to pick up. Called back customer service and they said "Store is requesting the old pizza to be used as training purposes" In others words, if I bring back the mistake your store originally made, how are we going to be compensated for our loss time and ruined evening? Nope. No offer. The embarrassing part of all of this is that they wanted to ensure I was not lying about my claim so I even guided the conversation if I show that you guys made a mistake, what are you going to do for me to compensate for my time? (My online order shows lightly done)

If the first line of defence customer service can not offer the pizza for free for a serious mistake (thinly done versus lightly done) then Pizza Pizza is in some serious trouble.

Anyways, I will be taking my orders down the street at Little Caesars or Fresh Slice or Pizza Hut. I can not believe the lack of empathy.

I will not be placing my order here. Been an issue with very little toppings for any of there specials for a long time, will take my...