Pizza Pizza

I am writing to formally complain about an unacceptable customer service experience I had at the Pizza Pizza location in Grimsby. I visited the store to redeem a free slice of pizza that I was eligible for. Upon arrival, I was told by the store owner/manager that I was required to place the order online, despite being physically present in the store and ready to receive the item. I complied with this instruction and placed the order online as requested. After placing the order, it remained in a “pending/preparing” status for over 30 minutes, with no indication of completion, readiness, or expected pickup time. I was not contacted at any point, nor was there any effort made to communicate the delay. When I questioned this, I was told that this is “just how the system works,” which I find to be an unacceptable explanation. What was most concerning is that the pizza was not prepared or even heated until I physically arrived and questioned the delay. It appeared that no effort was made to fulfill the order in a timely manner, and the pizza was effectively withheld until my presence forced action. This defeats the purpose of ordering ahead and shows a lack of basic customer service standards. Customers should not be required to stand at the counter or repeatedly follow up simply to receive an order—especially one that was already placed and confirmed. The dismissive attitude and refusal to take responsibility or make any effort to improve the situation reflects poorly on the brand and does not align with reasonable expectations of service. I am disappointed by this experience and believe it warrants review. I hope Pizza Pizza will address this issue with the Grimsby location to ensure customers are treated with fairness, respect, and basic professionalism moving forward. I would appreciate acknowledgment of this complaint and information on how this matter will be addressed.

I don't understand the closing hours at this location. The posted closing time is 8:00 PM, but it seems the staff stop taking orders around 7:30 PM. This has happened to me twice now. The first time, I arrived at 7:35 PM. The lady at the counter told me they were already closing and that I should come earlier. She still took my order, though not with the greatest attitude. Today, I went in at 7:45 PM. She immediately said, 'We’re closed.' When I asked what time they close, she said 8:00 PM. I mentioned to her that it was only 7:45 PM and there were no customers, but she still refused to take my order by saying 'it's almost 8:00.' I am not blaming the staff member, I understand she may need extra time to clean and close the kitchen. That’s fair. However, to management: if orders cannot be taken after 7:30 PM, please update the closing time to 7:30 PM. There’s no point in advertising an 8:00 PM closing time if customers cannot place orders up until then. Other cafes at Niagara Gateway also close at 8:00 PM, but they take orders right up to 8:00, that’s when they stop. This location should be consistent with its posted hours.

Food was good, came out fresh made exactly how I asked and the service was good too, the lady at the counter helped me find a good deal. I don't get the bad reviews, it's pizza, made exactly how it should be. The girl even changed her gloves. It seems like some people are just too picky when eating out and want free stuff all the time and when they don't get their way they start leaving bad reviews. But this place did it right, I'll definitely stop by again when passing by. Keep it up!

Can’t agree more with the reviews here.Do not waste your money here. Worst pizza we ever got. Lady’s behaviour was so unprofessional. Seems like she was forced to do the job here. Big chunks of vegetables on the pizza, undercooked pizza.

Ordered a panzorotti and received this. Can't believe they allowed this to leave the store