Food Safety and Hygiene Concerns at Pizza Pizza Thornhill (Order Refused, Then Prepared Under Unsafe Conditions)

Pizza Pizza

8053 Yonge St

Thornhill, ON L3T 2C5, Canada

(near Yonge St and Royal Orchard)

Date and time

Sunday, December 14, 2025

Approximately 2:45 a.m. to shortly before 3:00 a.m.

What happened

I attended this Pizza Pizza location around 2:45 a.m. and attempted to place a new order. The employee working told me she could not accept any new orders and that if I wanted pizza, I would have to buy a slice from the ones displayed at the front. She said she could not make a new pizza.

While still inside the store, I called Pizza Pizza customer service at 967-1111. The representative asked if I wanted to place an order. I said yes, for pickup. I provided my phone number and told her I wanted to pick up from Thornhill at the Yonge and Royal Orchard location. The representative stated the store was open until 3:00 a.m., said the store should still be accepting orders until 3:00 a.m., and took my order and sent it to that store.

My order was:

• 1 extra large pizza with mushroom, pepperoni, and jalapeno peppers

• 1 large cheese pizza

The order printed at the store while I was there. I heard it print. The employee then asked if I had just ordered, and I said yes. She stated she normally does not accept orders at that time, but because it came through customer service she had no choice and had to make it.

Hygiene concerns I personally observed

In my opinion, the food handling I observed raised serious cross-contamination and sanitation concerns:

• The employee was touching many things, including counting money, touching pens, and touching different surfaces around the counter.

• She then retrieved pizza dough from the fridge and began handling it with bare hands without washing her hands first, and without wearing gloves.

• I immediately raised the concern and told her that if she was rushed she could cancel the order because it was not clean and created a cross-contamination risk. She then washed her hands, retrieved another dough, and restarted.

• The employee had very long hair and was not wearing a hair net, hat, or any hair restraint while preparing food and leaning over the prep area.

• A second employee came from the back and began preparing the other pizza while holding and speaking on a cell phone with one hand and handling dough with the other. I did not observe him washing his hands before handling the dough. I asked if that pizza was part of my order and the employee confirmed it was.

Recording and outcome

Because of the hygiene concerns, I started recording for documentation. Staff told me recording was not allowed in the store. I did not stay to argue. I left without taking the food.

I was very upset and frustrated. I also had medication I was supposed to take and I only take it with food, and I was not able to take it at that time due to this incident.

Evidence

Video uploaded here: https://youtube.com/shorts/NJUhFMfgGMo?si=yEbDXY2ViRME7NcS

Reports made

• I reported this to York Region Public Health (DineSafe) and was advised an officer will conduct an inspection and investigation.

• I also posted the complaint publicly on BBB and other platforms, and I stated publicly it would be reported to DineSafe / public health.

What I am requesting

1. Written acknowledgement of the incident at the 8053 Yonge St location on December 14, 2025 around 2:45 a.m.

2. An explanation for why in-store staff refused new orders while customer service stated the store must accept orders until the posted closing time (3:00 a.m.).

3. Confirmation of corrective actions at this location, including training and enforcement regarding:

• proper handwashing and cross-contamination prevention, especially after handling cash and surfaces

• no cell phone use while preparing food

• hair restraint practices for long hair during food preparation

4. Appropriate compensation or resolution for the fact I left without food after placing the order and attending for pickup.

Important note

This complaint is based on my personal experience and what I observed at that time, stated in good faith for public awareness and food safety accountability.

If you choose to leave a review based on your own experience, their Google review link is: http://search.google.com/local/writereview?placeid=ChIJTcZ-mGIsK4gR_GQNUGGlKCg