Uai Pizzeria & Restaurant — Restaurant in Toronto

I am writing this review with profound disappointment and anger following my recent order. I spent over $260 on five pizzas for a group of friends, expecting hot, quality food for our gathering. Instead, the pizzas arrived cold—some portions even frozen—rendering them completely unacceptable for consumption.

What is even more troubling is that this failure is not solely Uber Eats’ fault; the restaurant bears significant responsibility as well. The restaurant owner knowingly allowed the pizzas to be delivered using a backpack that was completely incapable of keeping them warm. It is utterly irresponsible to choose a delivery method that compromises the quality of the product, especially when the owner is fully aware of its shortcomings.

When I called to request a refund, I was met with blatant disregard. The representative admitted that this issue has occurred before and casually stated that sometimes the pizzas do arrive warm, implying that occasional success justifies repeated failures. Instead of taking accountability, they attempted to shift the blame onto Uber Eats. This dismissive attitude and unwillingness to address a known problem are both infuriating and unacceptable.

I have noticed that many other reviews are pointing to the same issues. It seems that the owners simply do not care about delivering a quality product, and this negligence is affecting multiple customers. It was fortunate that no one suffered food poisoning, as the consequences of this repeated irresponsibility could have been much more severe.

The entire experience reflects a serious lack of care and quality control. The decision to deliver under conditions that the restaurant owner knew would result in cold, unsatisfactory food is inexcusable. Customers should not have to suffer because a business opts for convenience over quality. I expect not only a full refund for this disastrous order but also a commitment to improving the delivery process so that no other customer has to endure this level of negligence.

I urge potential customers to reconsider ordering from this establishment until they take full responsibility for their actions and ensure that proper delivery protocols are in place.

edit: The owners response reflects ALL the negative reviews in this page and many others. They take zero responsibility for the product. I'm going to contact the individuals that gave a bad review and had issues with this restaurant and move a class action lawsuit. Alongside a small claims one. It's irresponsible for a restaurant to claim that the food, when arriving to the client, if in bad shape, frozen, whatever it is, it's not their responsibility. It's essentially stating that if someone gets food poison, it's none of their business.

A business like this shouldn't be operating or having food delivered if they do not take any...

I am pretty sad to leave this review, but after a few dine-in experiences and having to deal with the staff I am confident to say that there’s a lot of room for improvement in terms of customer service. The pizza is good but the fact that Uai doesn’t value their customer as much as they could really upset me.

One day, we came to the restaurant for dinner and it was like one hour and a half before closing and they said they couldn’t take us before their kitchen was too busy. Not only that but they came off REALLY rude, as if we were asking for a favour. During another visit, the restaurant was closed with no prior notice, in a normal and regular day. And many times, we try contacting Uai through phone or Instagram and we are simply left on read.

I really think they can do a better job delivering customer service, and more importantly starting to deliver. They now have a very strange 20 min rule. We live exactly 20 min away from Uai but because there was some slight traffic when they checked the transit we were simply rejected over the phone.

That’s too bad, as you just open the market for more competent and smart people to launch their own business, and your customers to go elsewhere.

I really do expect that you take this feedback as a constructive one, and not like some other reviews here that you responded in such unprofessional manners, as if this is something...

The food sucks and unfriendly staff. Their pizzas are creative so hence the 2 stars. We got a dessert pizza from them and it was really expensive at almost $30 for a medium sized pizza. The taste was terrible. We ordered online so the food is ready when we arrive, only to be told by the staff that we cannot eat in the restaurant because we ordered online, even though the restaurant was empty. What a stupid system. You’re forced to go to the restaurant and order there if you want to dine in. Don’t bother coming here. Overpriced bad tasting food and terrible service.

Edit: I took some time to read the owner’s feedback on some of the 1-2 star reviews and they are not taking the constructive criticism people are giving, basically telling the customers why they are wrong. So I have changed my review to all 1 stars. One thing others (and myself) have mentioned is the high price. The owner says the ingredients and running the restaurant is expensive. Sure but that’s not the point people are making. The pizzas are expensive COMPARED TO OTHER PIZZERIAS. If other similar restaurants can have more competitive prices, instead of telling customers “it’s what it is”, take a look at your supply...