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  • My friend usually orders from this Pizza Nova location and never had any issues until the recent ordering. Since I was able to, I walked the block to pick up the pizza and upon opening the box back at the apartment, to our dismay half the pizza was burnt at the bottom. The crust was a little crispy, but for the bottom of the pizza to be burnt, one cannot consume that. It's just not healthy or enjoyable. My friend called customer service and was informed that another pizza will be ready for pickup in twenty minutes without charge to replace the first one. Since my friend is a regular customer, this was the first complaint. Therefore, No need to return the burnt pizza or show photo proof of the burnt pizza. When I returned the second time for pickup, the friendly cashier was surprised to see me, but someone at the back, possibly the Manager, knew why I returned and handed me the pizza box. Before leaving, I checked the pizza because I wanted to make sure it wasn't burnt. Half the pizza crust was a little crispy, but the bottom wasn't burnt at all. What a relief! I wondered if this location was even aware there may have been an issue with their pizza oven or were they hoping that no one will notice that half their pizzas were overdone? How many others have complained about this issue? So much for consistency for the franchise, but if you want quick and inexpensive pizza, this is it! We were happy that customer service was apologetic and able to provide us a free replacement pizza, but the inconvenience of a second pickup when we're hungry wasn't pleasant. Thankfully the location was close by, but I was happy this wasn't my local pizza place.
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