In town for Festival and after leaving one club Friday night, we ordered a large pizza and wings for delivery to the hotel. We were told we had to order pizza because the kitchen stopped cooking pasta at some random earlier time.
We were told the pizza would arrive in 45 minutes. Approximately TWO and a HALF hours later , our pizza was delivered to our hotel. Somehow the pizza was burnt and cold at the same time. The wings were dry rubbery and cold as well.
We called the restaurant and no one answered. Saturday morning we called and the day manager stated we had to call back in the evening after 6 to make a complaint. We called after 6 and the manager argued with us stating 45 minutes was just an estimated time. He never apologized for the cold pizza or the wings. He told us he would not send us a new pizza and he would not give us a refund so what did we want. We wanted him to at least apologize and offer to make it right. He refused to acknowledge anything was wrong. He finally said we could come pick up a pizza but he would not have it delivered. We told him we did not live in Toronto .. If we could drive there to pick up a pizza we would have made our complaint in person . We told the manager we were really disappointed in his customer service and were merely trying to give him an opportunity to correct the situation. He was rude and ugly on the phone. We told him we would let the hotel know of our experience because the hotel has his restaurant listed as highly rated for delivery for guests. He responded stating he has been in business for over 30 years and our complaint will not break him.
We advised the hotel concierge to remove this restaurant from their list of food recommendations as the service and food quality do not meet the level of service the hotel guests require or expect.