This happened in the province of Quebec, Canada. I’ve been ordering from pizza pizza since 2017. I’ve been a long time loyal customer, although not only do they keep increasing their prices, the quality has gone down. The tipping point is when I received a free 1 medium topping pizza coupon only to see that upon checkout, there is a $5 surcharge. So that it’s not a free pizza, is it? No where does it indicate that on the app - this is misleading, deceptive and plain wrong. Whatever, I brushed that off. So, to avoid the surcharge, I noticed you could scan it in store. I drove to the store, the cashier was able to scan it but had no idea how to check out. It showed up as 0$ and there was no surcharge appearing on their end but they did not know how to print the receipt. I patiently waited for her to figure it out and let her pass other customers in the meantime. 30 mins later, she still didn’t know what to do. So I asked if she could just make the pizza so I could leave and in any case, the coupon was expiring in a few days. She said that was not possible. She called the store owner and neither did she know what to do. So I called customer service and explained everything, the agent said he would make it right for me and would not have an extra cost, he said he would place the order for me… finally, line cuts off and did not receive a callback. So, I called back, re-explained everything only to be told that they don’t see anything and just said “sorry, not sure why the rep said that”, you need to place the order on the app and order minimum $10. No, the surcharge was $5 and there is an option to scan in store. There was no consideration for my experience and time. So, I hung up, called back and it seems that every customer service agent was less helpful than the other. And each one was saying different things, one was saying the minimum order is $20. It’s also quite difficult to understand their English, it’s almost as if they outsource some of the staff, but that’s a whole other story. At a minimum, you should be able to clearly service customers in proper English. There is also a lack of competence and it was unclear how to speak to a supervisor. The reps were just on repeat about policies.After wasting one and a half hours, I gave up. They had no regard for my experience or the time I wasted, no one has the ability to make things right, and they are not consistent in what they tell you. The only thing they were consistent at was leaving me frustrated. I left the store and will never order again. Stay away from this business, there are much better pizzas elsewhere as well as customer service. So to earn an extra $5 in sales, they lost a lifetime customer - good math in business. It’s a pizza, not a block of gold. Own up to your mistake and shady practices.
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At Pizza Pizza, it’s about more than amazing meals. It’s about shared values that bring us together, values like respect, pride, and a commitment to diversity. Every day we try to make our stores more successful and our food more delicious. At the same time we’re making our operations more sustainable and giving back to the communities we call home.
