Complaints

This profile includes complaints for Pizza Pizza Limited's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pizza Pizza Limited has 9 locations, listed below.

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  Pizza Pizza Limited

  1296 King St E Hamilton, ON L8M 1G8

• 

  Pizza Pizza Limited

  380 Eramosa Rd Guelph, ON N1E 6R2

• 

  Pizza Pizza Limited

  267 Queen St E Brampton, ON L6W 2E1

• 

  Pizza Pizza Limited

  500 Kipling Ave Etobicoke, ON M8Z 5E5

• 

  Pizza Pizza Limited

  7 - 2690 Erin Centre Blvd Mississauga, ON L5M 5P5

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a pizza pizza flyer at my home claiming at I would receive a free 1 topping pizza after purchasing a pizza of $9.99 or more between mar17th -apr20.
  I purchased the pizza as described exactly to the flyer instructions. * **** ******** * ********** ** ** ***** ** ******* *** *** ****** ***** ******* ******* **** **** ***** **** * **** * ******* ***** ***** ********** * ***** ******* ***** ***** ***** *** ***** ****
  After speaking with customer service manager “*********” she claims that I would have to purchase a second pizza again to receive the free pizza offer even though I already purchased one spending over the $9.99 amount that they required. **** ** * ******** **** ** *** ***** **** ********* **** *** ** **** *** ***** **** **** ****. Even in their fine print it says that the free pizza coupon would be given on apr25th and does not clearly state that the purchase of a pizza of $9.99 or more has to be in addition to already purchasing a pizza to receive the free pizza. ********** ********** **** ***** ***** ****** ** **** **** *** ******

  Business Response

  Date: 01/05/2025

  ***** was contacted by myself, yesterday to discuss his feedback. He was informed that there was no false advertising and we read the coupon on the flyer together which mentions "Coupon will be loaded into app on April 25th. Valid April 25- May 19 2025 with any purchase of $9.99 or more." He was unhappy with this and wanted us to give him a free pizza right away, when explained again, he mentioned he would be reporting this to the BBB. 

  Customer Answer

  Date: 01/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I spoke to the Pizza Pizza customer care manager “*********” on Apr 30th and she has been very dismissive.
    This is extremely misleading advertising flyer and wording on their flyer to have a customer spend money and not honour the offer after they paid their money to them is ********** advertising.
    There clearly are bold letters of the flyer ******** that states “FREE MEDIUM 1-TOPPING PIZZA” and in the fine print which is also misleading and not worded correctly states once a purchase of $9.99 more the coupon for the free pizza will be loaded into the app on apr 25th which I already spent ** *** ******** ********** between the mar17-apr20th dates provided on the flyer to make my purchase. Basically she is claiming that I would have to purchase a pizza a second time to receive my free pizza offer now which is an extremely ********* business practice considering I already purchased one just because of this offer. 
  
  
  
  Sincerely,
  
  
  
  ***** *************

  Business Response

  Date: 02/05/2025

  Our promotion on the flyer is ******** with all details. ***** received the coupon as promised. 

  Customer Answer

  Date: 02/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  **** ** *** ******* **** ***** *****. They are a ********** business that can clearly show in their last response that I received a coupon when I still have to purchase another pizza to receive the free one that I am owed. 
    **** **** ** *** ******** ******* ** *** ****** ******** ****** ********* **** *********** ******* ********** ******* *** ********. This is clear misadvertisment and it just want my 1 topping pizza that I am owed after spending $12.42 to get that offer advertised.

  
  
  
  Sincerely,
  
  
  
  ***** *************

• Initial Complaint

  Date:11/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I WENT TO A ******* ***** **** HOCKEY GAME WHERE WE WERE TOLD BY THE ANNOUNCER THAT IF ******* SCORES FIRST WE EACH GET A FREE SLICE OF PIZZA. WELL ******* DID SCORE FIRST AND WE WERE TOLD WE CAN GET OUR PIZZA SLICE THE NEXT DAY. WELL WHEN I LOOKED ON LINE HOW TO GET IT OUT OF THE BLUE I APPARENTLY NEED A QR CODE FROM THE ARENA. I NEVER SAW A QR CODE AT THE ARENA. SO I EMAILED THEM AND THEY SAID I WAS OUT OF LUCK. * **** **** ***** ************

  Business Response

  Date: 13/11/2024

  Called the customer Nov 13 and left message with contact details to contact us back

• Initial Complaint

  Date:28/08/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order at 1:30 am off the pizza pizza application and constantly checked in on it. Time is 2:39 am now and the application still shows the order is being prepared. I call to ask what’s going on. The first representative (rep) tells me the driver called me at 2:18 am and that he was there.I have numerous cameras on my property that extend to the street. I can see any car parked or driving past my street. The driver never came. I tell the rep that my order never came. She told me “that’s impossible”and further that that the driver called me at 2:18. I told her that I have cameras on the property and screenshots of how far my cameras extend and that the app never even showed the order to be on the way. I then get transferred to this other rep who tells me he doesn’t have permission to give our refunds so he transferred me to a supervisor representative. I explain the situation kindly and ask for a refund or any credits. She was very rude and had an attitude telling me just as everyone else did that he called at 2:18 and that he was there. Again, I let her know I have cameras and he never came. She She says well I had my CCR call you at 2:18 or something and that she can’t give me a refund because they called. I’m like mam he never came? So you’re telling me regular pizza pizza protocol is to call the customer to come to them to pick up their pizza? She’s like yeah because at this time of night he could be robbed. I’m like mam he never came. She said well he could’ve been parked on the side of the street. I’m like mam my cameras extend that far and no one showed up. *** ********* ** **** ******* *** **** ** **** **** * *** ***** ** *********** **** *** ******** ***** ** ** **** **** * *** *********** ******** ****** ** ** ******* ********** *** *** ***** ******** ******* **** *** ********. * **** ***** ***** off *** *** ****** I wish I could just get some credits or something. I waited over an hour just to be **** to.

  Business Response

  Date: 30/08/2023

  We are very sorry to hear about the issues you had with your order. We do see that we did try to reach out to you to let you know the driver was attempting to deliver and did not get an answer when we called. Our policy for non contact for deliveries in that the driver will return to the store if we cannot reach you. We do see that the order was cancelled in our system. If you pre-paid by card the amount will not be charged. You would not see a "refund" per se, the charge simply does not post to the card. If the amount does post or you require further assistance please reach out to us at [email protected] and we can look into this further for you.

  Customer Answer

  Date: 30/08/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  I do want to note, I wish better training be provided to the representatives.
  

  I wasn’t informed the payment would be put back and was told it was non refundable so I was under the impression I was out of money for a pizza I didn’t get. I checked my account and the payment was put back. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:30/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We placed an order this evening at 5:34. At 6:40 when it had not arrived we called on the phone. We waited on hold 65 minutes to speak with someone. We called from another phone to inquire why the wait was so long. We were disconnected and transferred multiple times. While still on hold the pizza arrived over two hours after ordering it. My husband rejected it as the kids we had over had already eaten. The driver said they would mark it canceled. He indicated they saw our order come in at 5:34 and then disappear. When we finally were able to speak with someone after 65 minutes on hold they explained they were having technical difficulties. I asked for a refund and they had to speak to a manager to see what could be done. They claim the manager approved it then they tried to only partially refund me. They finally agreed to fully refund but would not provide an email as proof that they refunded us. Please ensure we were refunded and please fix your technical issues this is not acceptable! Complete waste of our night.

  Business Response

  Date: 31/05/2023

  Hello. We are sorry for any issues with your order. We do see the order was marked so that the charge will revert back to your method of payment. If you do not see the refund by next week please  email us at ********@pizzapizza.ca so we can look into this further for you.

• Initial Complaint

  Date:24/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 5, 2023, I contacted head office to complain about pizza that was served to me cold and how the customer service representative put my change on the counter for me to pick up, because I paid cash for my order. Head office emailed me saying thanks for the feedback have a nice day. I complained again and they started asking me questions, which answers were in my complaint and I told them that and he responded again asking me the same questions so I repeated myself. His name is *****. He told me I have a $5 credit on my account that I can access by calling my local pizza pizza to have it applied to my order by giving them my phone number. When I called pizza pizza to have the credit applied to a slice of pizza order they told me that the credit can only be applied to a whole pizza and not just a slice. I contacted head office again to complain about this issue and they have not responded. I followed up several times and they have not responded. I stayed on hold for over 20 minutes waiting for a manager to correct the issue and then they hung up on me. This is literally the worst customer service that I have ever experienced and continue to experience. Why would your solution be to give me a credit of $5 so that you can get a further $20 from me? This is not a solution for me but a solution for the company only in the company’s favour, not mine. I want a credit that I can actually use. *** * ****** ****** and will not order an entire pizza for myself because I can’t eat it all and I’m not ordering one just to use a $5 credit which actually just generates more money for the company because the cost of a whole pizza is more than $5. * ** *** * ***** ******** *** * **** * ****** **** * *** ******** *** ** **** * ** *********** *** *** ******** ******** ******* * ******** ******** ***** **** **** *********** ** * **** ***** * *********** ****** ** **** **** **** ***** **** ****** **** ********* **** * **** * *** ****** ******* ** ** ******* *****

  Business Response

  Date: 24/04/2023

  Good afternoon,

  On April 22nd, we reached out this customer and changed the credit amount from $5 for the slice of pizza to $25 so that she is able to use it for something other than a slice as that is not something that can be pre-ordered.  On the same day ** ******* placed an order for delivery using part of the credit (*** **********) for a medium pizza with dip ($19.13 total).  The remainder of the credit is $5.87 which can be used toward a pick-up or delivery order placed over the phone and is valid until October 20th, 2023. 

  While we are not increasing the credit amount provided, we appreciate ** *******'* feedback and have shared her concerns with the approriate individuals in hopes of avoiding a repeat occurrence.

  Thanks and have an amazing day!

• Initial Complaint

  Date:19/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pizza Placed on: April 18, 2023 at 7:27 PM
  The pizza arrives cold since it was in the trunk of the car then the driver was handed 30.00 and I told him to make it 25.00 the bill was 24.00 the driver in return stated that is all your giving me. PARDON ME according to my bill I was charged 4.25 for the delivery plus the 1.00 to drive my pizza around the corner and it still arrived cold then you have the nerve to question my tip. I called head office to make a complaint about this and they offer to send me another pizza but I am not allowed to heat up the one I have and eat a few slices while I wait for the new pizza arrive the store demanded that they get the cold pizza in whole in order to get the replacement pizza. * *** **** ****** **** **** * **** **** ****** *** ******** ******* **** ***** ***** ******** ** ******** *** **** **** * ******** ** **** ********* *** **** ****** ** * ********** *** ******** **** ** *** *** ***** **** **** * **** ******** **** ***** **** **** ***** *** ****** ** ****** **** ** **** ***** ***** ** ***** **** **** ****** ******* * *** ***** *** **** ******** ** ******** *** ******** **** **** ** ****** ** ******** ** *** **** ***** ***** ***** *** **** ** *********** **** ******* 

  Business Response

  Date: 19/04/2023

  Hi *******. We are sorry to hear that this happened. We have sent you an emal if you could kindly repond through our customer care email box.

• Initial Complaint

  Date:06/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pizza Pizza on ****** ****** in ******* *** has messed up the order 2 times in a row now. Both times we ordered a regular dough pizza and both time we got a thin curst well done pizza which was almost too crispy to even eat. On the first occasion, we thought this would be a one time mistake and let it slide for 15$ credit (for 40$ pizzas which had also lapsed their 40 min time guarantee) and this happened again second time. So, we contacted pizza pizza again and this time they only offered a 5$ credit on (23$ Pizza). It is almost insulting that such a low credit was even offered for a mistake which was done 2 times in a row. Upon emailing back and forth with Pizza pizza, we were told that "this is the best we can do" which was surprising.
  
  ******* *** ***** ***** *** ***** ***** ***** ** ** ***** **** ********* ***** ** **** **** ********** **** **** ** ********* ** **** ** *** *** ******** ** ****** **** ***** ******

  Business Response

  Date: 17/04/2023

  We have sent you an email regarding the issue and to explain our policies. We are looking forward to your response.

  Customer Answer

  Date: 18/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:21/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My online account has been not working for months now since I complained about location nunber 129 king st east located in Oshawa Ontario. Since I complained about the location discriminating me when I and my friends were intoxicated coming from the bad located across the street and the store employee was refusing to make us fresh food only serving the old pizza in the glass display. Not accommodating to dietary restrictions or anything. I complained and the person on the phone put the order through ever since I complained my account hasn’t worked and I haven’t gotten any of my points for my purchased. I spoke to a representative on the phone and I didn’t understand her name, I told her my issue and she asked if I have the card number I said yes I have my club 11-11 number and the representative then ended the call. I called back and spoke to a representative supervisor Shad after the incident, she later couldn’t add my amounts because my club 11-11 number was unobtainable from an email I no longer use. This should be changed so representatives have access to clients club 11-11 card number in order to assist with problems. I think it’s very unfair I’ve been missing out on points since 2022-08-08. I know I have made numerous purchases and should have tons of rewards from that date if my account was working correctly. The last representative I spoke to was Sarah she wasn’t able to put my last purchase rewards on my account by filing out a form due to my club 11-11 number saying it’s incorrect. I shouldn’t be spending my family day trying to get my points to load so I can enjoy a meal. On the phone with the third representative and still no help. It’s now 8:40pm and I started calling customer service at 8:00pm. Unacceptable that I’m waiting on hold trying to order food and get my points to work. ****** **** ******** **** **** ** ******* * ****** **** **** ******* **** *******. Sarah’s headset nearly dropped the call and went dead also. * *** ******* ****** ** ******

  Business Response

  Date: 24/02/2023

  We are very sorry to hear about the issue you are experiencing and for the service you received. Please bear in mind that the store has no way of impacting your club 1111 account, the stores have no access to them. Please email your club card # and the phone number you called in on to speak to the agents at ********@**********.ca so we can have one of our club card specialists look into the issue for you.

• Initial Complaint

  Date:17/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 11/23 @ 516pm I placed an order i started ordering at 430 pm but the site wasnt working but finally did needless to say supper would be late because of this I *** ******* ** ************* *** *** * *. The pizza got there it was very well done some spots black I will send picks if I can with this complaint. The kids were hungry so I had no choice but to serve pizza getting another would have taken 40 mins and they couldn't wait that long needless to say I ended up throwing most of pizza out and had to make alternatives to feed them. I filed a complaint and all they would give me was a 15 credit to my loyalty points the order was $32.15 I took this because I didn't want to argue * *** ** *** **** ***** *** *** * *** ******** ** ********* ***** *** ***** *** *********. I figured I had no choice but to take the loss considering circumstances. I figured they must have been busy and thats why I got such crappy pizza. So I gave them another chance on my way back home January 14/23 at 745 pm I ordered pizza again by walk in service costing 12.55. I live a half hour bus ride away and they don't deliver to my place. I opened pizza to find that a good majority of it was crust so I filed another complaint I then told them this was not acceptable and that the 15 given was not enough compensation and I also felt I should be compensated for the newest order my orders totals was $44.70 minus the $15 left $29.70 and that I wasn't able to return pizza because of the time and distance I was hungry so I added my own cheese and toppings both times I was left with no choice but to deal with it needless to say im not happy as I understand there guarentee policy there's 2 options to replace pizza or to give twice the amount back. Because it was their fault being poor quality I was just going for the $29.70 but because of the arguing I want them to honor there guarentee policy its only fair I think after the poor food and lack of consideration of the money

  Business Response

  Date: 18/01/2023

  Hello. Thanks for reaching out. We see that you already emailed us regarding this issue and we responded to you on the 16th. We are sorry however as we explained we cannot offer further compansation. If you wish to discuss the matter further please email us at ********@**********.ca with a phone number you can be reached at as well as the best time to reach you.

  Customer Answer

  Date: 18/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i feel im am owed more than was refunded as there were 2 orders that were no good and I showed proof so they know im not lying
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 20/01/2023

  Please email us a ********@**********.ca with a phone number you can be reached at and the best time to reach you so that we can speak to you further regarding this matter.

• Initial Complaint

  Date:09/01/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order from the store located at 4073 Wellington Street, Verdun, QC. The order was over an hour late and when I contacted customer service, they said a delivery was attempted and then cancelled. However, nobody rang the doorbell. They had them re-deliver the order, but again they did not ring the doorbell when they got here. Luckily, I saw the delivery person standing outside and went out to collect the delivery. I asked him if he rang our doorbell and he said "No.". I asked why he did not ring the doorbell and he said because he called instead. Nowhere on the policy for delivery does it say you need to be checking your phone for a call when the delivery arrives. Therefore we missed it once, then almost again. I asked for a refund or voucher for in store credit but was denied. Lastly, when the order finally arrived 2 hours later, it was clearly the same pizza and was cold.

  Business Response

  Date: 10/01/2023

  Hello. We are sorry to hear about any issues. We see that you already talked with us by sending us an email regarding this order and we already provided you with a credit. If you require further assistance please email us at ********@**********.ca

  On Sun, Jan 8, 2023 at 12:54 AM **** ******* <********@*****.com> wrote:
  
  Yes that would be great. Thanks for your help. How do I apply it?
  
  
  **** ****
  **********
  
  
  
  
  On Sun, Jan 8, 2023, 12:18 a.m. **** **** <****@**********.ca> wrote:
  
  Good evening,
  
  
  Thank you for reaching out to us. We are very sorry the order ended up being delivered cold.
  
  Can we offer you a $15.00 credit under your name and phone number?
  
  
  
  Regards,
  Bryan
  Customer Care