Pizza Pizza — Restaurant in Vaughan

I’ve been coming to this location my whole life as it’s the closest to me never had an issue; today I decided to take up the 50 off order and ordered a couple of pizzas, I picked them up brought them home and dropped one of them by accident; i was upset and was hoping I could get a replacement since it wasn’t long after the pick up and was an honest mistake; I called customer service the lady who answered first told me wait then a gentleman picked up and informed me he could do nothing since satisfaction guarantee wasn’t responsible for when customer was at fault; I was disappointed since it was an honest mistake and even offered to bring in the one that fell; moments after the call with customer service ended the gentleman from this location gave me a call and asked which pizza I dropped and to come in he’ll make a replacement; I was so thankful because it was reassuring after customer service denied me. There should be some room for a leniency in situations like this to improve customer experience which this location was able to accomplish and made my day; customer service zero stars this location 10 stars!!! Customer service should make it the norm to make customers satisfied instead of reading back policies which made me feel like I was talking to robots they should just have voice recorded options only if that’s the case; thank you once again to...

Every Sunday during football season I order pizza, today I put the order in online at 11:37 AM, exactly 29 minutes later I realized that the website was still showing "Preparing Order", so I called and explained, the CSR put me on hold came back and generally dismissed me and told me the driver will be there in 10 minutes. I asked him what happened and he wouldn't answer. I asked him what their guarantee is and he told me he's in customer service and doesn't know what the guarantee is.

I couldn't believe it and I told him you're in customer service and you don't know what the guarantee is? He played stupid and said oh you mean the delivery guarantee.

The pizza finally arrived at 12:18 and the driver said he was given the delivery at 12:13 and to please not say anything or he would get in trouble.

I own a number of businesses and I understand things happen, but I will never lie to a customer and this lie was so blatant. I can't get over it.

They dropped the order instead of admitting it, they gas lit me.

Edit: Response to their reply.

The gaslighting continues, you have all my information, if you're not just paying me lip service, you can contact ME.

I have record of everything, the time the call was made, the time you received the order (snap shot of your website) and the time the driver showed up...

I am seconding the person who complained that their employees don't know anything about their promotions, not even the store manager.

We are regulars at this specific location and never had issues. We order for pick-up and everything is fine.

As for today...There is a special promotion going on right now, that you can get 3 free pop/dips with a purchase of $20 or more (photo attached). So we ordered an extra large gourmet pizza totalling to more than $20 before tax, added the promo code for the dips, selected them and checked out. Fast forward to time of pick-up, the store manager has no idea what is going on and says he doesn't see any dips on his side. So we tell him about the promo, which is applicable online and in-store. He continues arguing and claiming he doesn't know.

Honestly, who cares about the free dips, it's a matter of a couple of dollars. What gets to me is the manager's attitude and communication. He is extremely rude, has a hard time understanding basic sentences and has no idea how to treat customers. Instead of admitting his mistake, he began claiming certain stores don't have promos and then when he realized he was wrong, he just had a lame excuse, very unprofessional and cheap. Way to lose customers over 3 free dips. Bravo. Not returning to this...