Popular Pizza — Restaurant in Waterloo

HAIR HAIR HAIR HAIR ALERT!!!!

I ordered pizza today at 6:28 pm instore. It took about 10 minutes to complete my order. I took the pizza and was enjoying it. I found FIRST hair when I was eating it and threw it away thinking it was my own. Okay I started eating once again with half heart and found SECOND hair stuck inside the dough. I tried pulling it out to see if its from pizza or something else. Hair stucked in the dough very badly. I immediately took the picture and drove to the POPULAR PIZZA WATERLOO. I was very frustrated and explained everything to two guys on the front and showed him the hair stuck in the pizza dough. They started talking with each other and offered me another pizza. I refused the replacement as no one generally finds safe to eat the same day in just one hour of order. People just cannot eat thinking everything is okay now. I asked for refund. Two guys went to the back office and another guy came out for SO CALLED resolution. He apologized and said “SORRY BUT THIS GENERALLY DOES NOT HAPPEN as everyone wear the gloves and cap” He offered me replacement or $5 discount on my next order. He thought customer will take his sorry and $5 discount. When I demanded the refund guy lost his 10% customer service and said NO ON MY FACE. I left the pizza on the cash counter and left the store.

I was surprised by this store’s response I discussed with my friend the same right out side the door. YOU CAN WATCH THE CCTV.

I came home and thought of putting review on google. I checked the 1* reviews and found THIS WAS NOT THE FIRST TIME THE CUSTOMER HAS FOUND HAIR. This has happened number of times.

Now the owner will reply to my review with the same words and altering the statements. Before you reply let me tell you your apology on this review is not acceptable as I came in person to show you the product.

This case is going to HEALTH CANADA. This has happened when covid is around.

HAIR. CONTAMINATION. 0% customer service. NO RESOLUTION.

Whoever reading this review check other reviews too and make your decision. I am going to post the picture I have taken. See it before owner deletes it.

Disgusting.

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This edit is after owner’s response.....

I wish I could have answered my previous review.

And the response like this was expected. You found my other review in which I mentioned about the hair in food from other restaurant. Let me tell you I do not eat once in a year and I do not find hair in everything I eat but I am against hair in food. I would have posted 730 reviews on google in last one year if I had found hair my every food.

Talking about your employees I behaved in a very controlled manner and have not used any word other then describing the issue and asking a refund. Dear manager, I also used the same sentence when I was explaining issue to you.

Small business is not an excuse to this issue. And your response on my last review explains everything. I never told you to punish your employees or yourself. This is what you are bringing here freshly.

You will find lots of new customers no doubt but you cannot keep the one you have already gained from last one year. This was not my first order from your store. I have no intention of ruining your business. I as a customer has right to raise my voice and I am not misusing my rights in any way. I will stand strong with my previous review. You could have still replied nicely but you chose this. Have...

Recently, I ordered lunch from Popular Pizza at 330 Philip Street North #4, Waterloo, ON, N2L 3W9. This quaint pizzera is known for its unique pizza toppings including butter chicken, tandoori paneer, and shahi paneer, along with the newly introduced heavenly milshakes!

Let’s get on with what I ordered! I ordered a small build-your-own pizza that I topped up with tomato sauce, mozzarella cheese, tandoori paneer, green olives, and black olives. For a delicious side-dish, I ordered cheese sticks with a cheddar and jalapeno dip. Despite ordering the smallest size, the portion sizes given were huge, with a satisfying taste that stayed with me the whole afternoon! The pizza was a perfect combination of Italian and Indian flavors, making me nostalgic for home, while the cheese sticks paired with the cheddar and jalapeno dip emulated the description of delectable and satisfying!

Ever since I began university, Popular Pizza has been one of my go-to places for pizza, especially if I am in the mood for desi flavors! It is definitely the perfect spot to go for a meal with your friends with relatively inexpensive prices, a delicious taste, and wonderful customer service.

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EXTREMELY PATHETIC, EGOISTIC and UNOBLIGING CUSTOMER SERVICE!!!!!!

There was a hair strand in the pizza i ordered. I did not intend any replacement or another pizza. I just called them to inform that the scenario has occurred and that they should try and maintain their standards in terms if cleanliness.

But, the lady on the other end instead of apologizing started asked me how many slices were left and she said just because you have 4 slices we will offer you a medium. I told her that it was just not about money or replacement but just notify that they should maintain their standards but still NO APOLOGIES or PROMISE to maintain standards in the future just ego, giving a replacement and trying to get away with it. And it seems that the owner does not care as well; the way he talks to his customers as seen in the previous comments where customer complained regarding a similar issue. The owner just bashed on the customer calling him a “KAREN”, just trying to prove business’s innocence saying its a small business and also admitting the fact they have had these issues in the past but seems that they have NOT TRIED to improve in better hygiene rather EXCELLED in POOR CUSTOMER SERVICE and DEGRADED...