Gino’s Pizza - Thunder Bay, Ontario

Pickup order. Moved to this side of town, the pizza was a disaster. The dough was way over proofed, topping were so skimpy that one can play guess the topping. Can't comment much about service or atmosphere but food was useless.

(This review is for the Cumberland St. Address in Thunder Bay) I love the food here, and if that were the only reason for this review I'd give them 5 stars, however.. My friends and I use to order online from this location every Friday pretty much without fail. Until one ... week we ordered our food online and a couple of hours went by and we did not get our order, we called the location and they said they never got the order due to some printing malfunction their end and were not willing to compensate us for the trouble nor put us at priority. We still had other orders ahead of us that we'd have to wait on before they even started making ours. (We were at the back of the line) This was several years back and honestly it wasn't a big deal but it left us so disappointed with the business and how it didn't seem like they cared at all about resolving a problem with a long term customer. We were told to either wait or cancel the order. We stopped ordering from this location for some time (a year or so) but eventually forgave them and started ordering from them again about a year later. Recently however (earlier this week), one of my online orders was quite late and I was reminded of what happened in the past, so I decided to call them to ensure they got the order, and I was greeted with a simple "hello?" when I called, I wasn't even sure I called the right number at this stage and had to confirm with them who they were and guide the call forward. I told them I was calling to check if they received my order as it had already been over an hour and they are just down the street from me. The woman on the phone was quick to say "your order is on the way, it should be there soon" even though I didn't tell her who I was or the order number and she was trying to end the call with me. I stopped her and tried to confirm what the order was and where it was headed and what she had didn't match my order at all. I gave her my order number and she said she'd have to take a look and call me back in 5 minutes.. I don't know why she would have to call me back for this but I agreed and ended the call. Several minutes later I received no call back so I decided to call them again and the same woman tells me she did not have time to look up the order and she was helping another customer, but she would look it up now and for sure call me back in 2 minutes. Over 10 minutes go by and I still do not receive a call back, so I call them again. The woman still hasn't looked up my order and said she is going to have to contact the driver... and I asked why does she need to call the driver? I just want to know if the order was even received, and that they should know if they even made the order before it even gets to a driver. She could not answer any of my questions and I had to call them back again and this time spoke with the driver. He looked up my order and could not find it, and stated it was a printing error on their end. I was pretty upset by this stage as the whole reason I had originally called was to avoid not getting my food due to a missed order and it took them over 30 minutes of me calling them back to even have them confirm that they did in fact not receive my order. My options? Wait for the food, no compensation or cancel the order. It had been nearly 2 hours since I originally placed the order at this point and I did not want to wait a 3rd, so I canceled it. I was told the manager would call me the next day to go over what had happened, however it's been several days and one has called me back. Their customer retention and inability to resolve issues when they have them is quite dreadful, I'm left not wanting to order from them again even though I do like their food. I don't care about a late or missed order, it isn't a big deal, but their total disregard to take any accountability for errors that are completely on their end as well as further exasperating the problem really makes me think negatively about this business. I'll still order from them however but I'll feel bad about it every time I do. Read more

Very disappointing service. Ordered pizza at 655pm online. Prepaid. Was supposed to be delivered in approx 45 min. I called locally after 90 min. The restaurant advised the order was on the way and out for delivery. Tried the phone number on the website (toll free) ... and it was "not available from my area"??? After 2 hours the pizza still not here. Local restaurant no longer answering the phone. Now 2h 30 min still no pizza.. Buyer beware. Read more

UPDATE: got my new pizza and it was nice and hot and made right. they also added complementary soda's which I am grateful for. ORIGINAL review 1 star: ordered a Large butter chicken pizza with spinach online. I asked to have the red onions and the green peppers off of the pizza. ... the email confirmation I got said 45 minutes. just after 1 hour of waiting the pizza was delivered. the delivery driver was kind. get my pizza and go inside i was so hungry as is that i didn't really look at the pizza closely and took a bite. I was not expecting to be met with what looks to be double green peppers cooked into my pizza. I call the store and place a complaint and they say they will make a new pizza and get it to me right away. get a phone call not even a minute later saying that their computer says nothing about no green peppers. why does my E-receipt say this then? currently waiting on that new orders delivery i will update this review accordingly. Read more

Ordered 2 double cheese pizzas. The worker didn't say anything when we called to place the order, thought we dialed it wrong at first. When they arrived they were not double cheese, only 1 dipping sauce when we should have gotten 2, and the pizzas weren't cut! Not the first ... time my order was wrong or missing a dipping sauce. This location frequently messes up orders. Read more