Pizza Hut
Verified741 reviews
Lack of care and respect for customers. Failed to deliver order in full and was told by manager the rest of the order would arrive, never did. Pizza Hut head office did not care or want to help. Try your local pizza place over this poorly run establishment.
Beware ordering online from pizza hut,you can purchase their drinks in store but not with an online order, it shows they are all sold out which they are not, its a marketing rort from pizza hut, example ....you can't purchase drinks online so you have to add other items to your order which all have at least a 3.50 surcharge we are being scammed… Read more
and rorted pizza hut themselves or the conglomerate that owns them (YUM! BRANDS) they need to be investigated
Worse ever pizza. Ordered peperoni large pizza. Cam 50 min utes late and was stale, burnt and tasted like trash. Dont buy pizzas from this place trash trash trash
Reviews with attachments
- +5
Classic PizzaHut - Poor Customer Service, Crappy Pizzas, Accused of Being Aggressive! – WOW! And the Store Manager said they don't get complaints about the quality of their food - "It's you just that complain, we sell, around I don't know how many chips today, and we haven't had any complaints about sogginess" & "We got lots of customers here, a lot. I can't take 300 customers which we serve every day, and they don't have any… Read more
knowledge of the food, they definitely have the knowledge, and if they're coming again and again, they're getting the right food." - I said, "You've dropped the ball tonight"... "No, no, no, so this is what we're doing, a blame game, we're not going to do the blame game. You can't consider someone elses thing about you, as a customer, so whatever our measurements say, we do that." - Delusional. Perhaps you'd like to listen to the call recording yourself - DO NOT PURCHASE FROM THIS STORE. Absolutely ridiculous customer service by "**REDACTED AS PER PR TERMS**". I was offered 2x replacement Butcher's Block Pizzas, but, after probing **REDACTED AS PER PR TERMS** about the chips, he got upset and decided to retract his offer.
Ahhhhh... Rightio mate. Fun little audio clip furthering this review:
https://www.youtube.com/watch?v=HeYc5IYzdEE
It appears that because I told him not to cut me off, he got upset. This is not how you handle customers. I can only assume this is how you operate on a day-in, day-out basis. You can hear that I've given him the opportunity to talk, but every time I try to talk, he talks over the top of me. I understand this is a cultural thing, but it's extremely, extremely disrespectful.
You will notice at about 9 minutes into the call recording, he mentions "Dominos". Now, let me clear things up there - at the start of the phone call, I was polite. I mentioned to him that I had given Domino's a chance the other day/week, and they completely screwed up, they burnt the bridge. They're crap. I won't be purchasing from Domino's again - I also did clearly mention to him that I, too, wanted to give PizzaHut the opportunity, as I hadn't had PizzaHut in years. - "I have seen that, that you are considering, Dominos, oh when the guy came in, I know something wrong with it" - I think he might have things a bit confused as I picked up my Domino's order, and had my PizzaHut delivery, delivered.
I checked my PizzaHut delivery immediately upon its delivery, and as such, called to make my complaint. I think he's mixing two stories together to either spin-off the situation, or, he is simply getting confused, as clearly, he hasn't taken any notes from either the first call to the store via their 13 number, nor the call from his mobile number.
As a consumer, and as a paying customer, we (I), expect a minimum level of service, and a minimum level of quality in terms of food. You can't be advertising product(s), and delivering completely different/missing/under cooked food items.
I started recording the call, as we started discussing the "Refund Policy", as his previous staff member "Jay", said no refunds - even though I haven't touched the pizzas, and even though I hadn't eaten the pizzas. Under the Australian Consumer Law, consumers are entitled to a refund/replacement. I never said I couldn't bring the pizza's back, I was giving them the opportunity to resolve the issue.
https://www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees
**REDACTED AS PER PR TERMS**, I know you're going to be reading this - I just wanted to say that you were doing so well with your customer service up until the end of the phone call. At no point was I rude. I was understanding, but also I was hangry - I was hungry, and angry that your team had dropped the ball on our delivery. It was offensive, and very rude, that you retracted your offer of replacing the two butchers block pizza's - all I was trying to do was probe you on the chips, as they were soggy and definitely under-cooked. Even if they were baked. I bake chips in my air dryer and oven all the time. You can see the chips weren't cooked all the way through, as evident based on the colour of the chips. I am disappointed that you were argumentative over chips - disappointing.
I'd also like to point out how **REDACTED AS PER PR TERMS** speaks to me - the consumer. He has the audacity to say "LISTEN TO ME, NO NO NO, LISTEN TO ME NOW, LISTEN TO ME, YOU'RE GOING AGAINST EVERYTHING, WHEN I KNOW THE CONSUMER LAW, AND I CAN TAKE IT FURTHER AS A RESTAURANT MANAGER. YOU DID IT. YOU GONE AGGRESSIVE ON ME, YOU GONE LAUGHING ON ME, YOU ARE BASICALLY DRAINING ON ME. SO LET'S COME TO THE POINT NOW..." Bla, bla, bla.
How childish is that? Calling the customer aggressive when I've been calm the entire time. Grr. Lovely attitude. Mmmmmmmmmmmmm, and we allow this kind of behavior from front-line employees..... I guess, what can I expect when they get paid absolute minimum wages working for a pizza joint'.
Tarneit manager's an actual crook – One of the worst experiences of my life, can't believe it was while being a customer. Manager "[Name Removed]" is a belligerent man and deceitful. Remarkable to think an individual like this is associated with such a huge business brand like Pizza Hut. Online order completed @ 3:30pm, arrived @ 3:50pm. Attendant couldn't "find order," refused to… Read more
escalate to a more senior member and continued cooking other pizzas. Called head office three times over the next half hour while three staff members ignored request to check on order and ignored the calls coming through to the store from head office.
Manager "[Name Removed]" returned to the store and refused to help, reiterating that the order hadn't come through, nothing could do actioned to assist, and refused to call head office and find a solution. In the course of a 3-4min discussion, he became very agitated, raising his voice, making false accusations, and intensifying into a confrontation. When told to forget the order but that we wanted to follow-up with a complaint, in which he refused to assist or provide any personal information, it unfortunately worsened his disposition even further and he became verbally and physically aggressive. We left the store, and so shocked we started recording what was unfolding. He repeatedly approached us in an aggressive manner and continued the verbal volleys until local police around the corner attended. Police where able to de-escalate the manager's aggression and the situation and compiled a notice advising that an IVO should be completed against "[Name Removed]".
We are certain from the avoidant behaviour of the staff and the manager's quick aggression that his team had been coached not to redeem the vouchers for free pizza as part of the current promotion. It's an abhorrent practice that we witnessed.
Burnt. Cardboard. Really disappointed with the product. Waiting for a scrumptious meal. Look what arrived Show details
Port macquarie pizza hut Pizza with more crust than toppings bought two large pizzas and could not believe the gap between edge of pizza and toppings. Could have ran a horse race the gap was that big. Rang store to complain was given an email address to complain to. It didn't exist so contact head office who sent out a 9 dollar voucher. Pretty poor considering pizzas cost 22 dollars. Never again. Back to the not so bad a ripped off domino's Show details
Garlic bread was mouldy. Bought from West Pennant Hills shop. Not a good sign, given how many they must cook each day. To make matters worse, Pizza Hut's contact form doesn't work. For a big company this is all pretty amateurish. Show details
Pizza arrived 15 minutes late - incidentally it sat waiting to be delivered for 15 minutes in store. There was no cheese on the pizza it was just a few pieces of pepperoni and sauce - each slice had 3 or at best 4 slices of pepperoni on it - I have been noticing less and less toppings lately. The crust was stale tasting and went to the dogs. I… Read more
used to love Pizza from here and the delivery drivers were great but it has definitely changed so no longer going to be a customer.
Is this Medium size Pizza? Looks small to me! Medium has become smaller and smaller throughout the years. Show details
Latest follow-ups
Finding it hard to find a good pizza nowdays. Iv found pizza hut average at best but if you want a pizza that has hardly any toppings and tastes like it's been dropped on the floor go to pizza hut at munno para nxt to subway. Then see if you can get a refund after only eating a cpl of mouthfuls !! Very scabby overpriced
Follow-up · I did not ring and complain as you rarely get a positive resolution with things nowdays especially fast food Can't honestly remember bout the base as I was so disappointed in the paper thin meat and the lack of it. It was a dry tasteless pizza with minimal toppings.
I opened the hawain pizza boz with a fresh new pizza in it and a god d^mn bug crawled out of the box on to the bench. I ordered it and paid cash at the counter so no receipt and when I spoke to them on the phone after contacting the call center in… Read more
Manila he would not even send me a copy of his health certificate or refund me my cash with I paid with .. he did offer to make me another but after that experience I don't even want to go into the shop let alone eat there ever again ..
Follow-up · and as usual there has been no reply to anything. they just don't give a d>mn. the bug was growing in the pizza box on top of a warm pizza oven.. well I ain't ever going back. no money refund and I'm sure as hell not going back for a replacement pizza.
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Recent reviews
Bought 3 pizza with a thin crust there was a huge crust on the pizza and hardly no toppings all 3 pizzas were cold when I received them . Dont know who cooking there but i was disappointed in the order I received. DO BETTER PIZZA HUT CLONTAF NOT IMPRESSED
First of all buy one get one is absolutely fake. Pizza variety on other days is far better than on Tuesday (with buy one and get one free). I just got pizzas and they were completely burnt with little toppings and so hot ( it looked like they just emptied the hot souse on them). We will never order now with Pizza Hut. Store where I picked up the pizza is completely filthy. Show details
Tried to order 2+2 deal but can only do it online. Tried to order online but there is no option to pay with cash. Once again Pizza Hut have proven to be a bad option. Haven’t eaten it for years and due to being unable to order, won’t be eating it for many more years.
New Manager or owner recently and both food and service are great. They don't skimp on toppings, pizzas have a good balance of toppings. Any issues are quickly sorted. Used to avoid this Pizza Hut but have going regularly as pizzas are delicious and service good. Highly recommended, Show details
store wont pick up the phone when there is an issue with the delivery being late and the tracker failing - the food arrived 1 hr late it was cold and could not be eaten will go elsewhere next time Show details
Pizza Hut Plainland bought 2 Pizza, they were terrible , burnt but cold , 60 minutes late , we ended up throwing them out as they could not be eaten . Never again Show details
Ordered pizza at 6:13. Said it would be delivered at 7;28. Now it won't be delivered until 8pm. Rang the Nambucca store said they were busy and had 50 orders. Not MY PROBLEM. give a time frame and deliver in that time frame. Seriously have a lot of problems with the Nambucca store. If you give a timeframe DELIVER. SUCH EXTREMELY POOR SERVICE. NO WONDER I NORMALLY GO TO MY LOCAL. Show details
Best all you can eat pizza at Pizza Hut in Gympie, QLD !! Wide choice of piping hot fresh pizzas, pasta’s, salad bar and deserts including apple pie pizza and Nutella pizza
Stopped using Domino's a year or so ago because their pizzas have just gone down hill and the pizzas were more like thin things with things on top. ... we've been using Pizza Hut for a long time now and they are consistently good and almost like proper Italian pizza's (sometimes). Yesterday we ordered a 4 x 4 pizza deal (they didn't have a 3 x 3… Read more
deal for some reason). It was delivered in the usual great time but... they didn't include the Fanta .... which would have brought the meal together (sorry Big Lebowski).
Wife charged off to the chap and told him about it. He said that he would bring it back on his next trip.... he didn't.... so we had to eat the pizza without the Fanta and I had to drink wine. .. sob.
After about 10 minutes mucking around trying to get hold of somebody, my wife managed to talk to a people. He said sorry and they would deliver instantly.... They did within 15 minutes and it was the same chap. Slightly apologetic but it was just the one bottle of Fanta without anything else. Whit? Godsakes.... surely the least they could have done it give a voucher for a free pizza the next time: after all my wife was on the phone for around 20 minutes.
Not good enough Pizza Hut and we just wish there was another player in the market who could compete so that they don't treat us punters like twits.
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Just ordered from mascot nsw and for the second time very dissapointed. This time order wrong last time said it was ready go to pick up not even in the oven. Dominoes from now on Show details
Extremely Disappointed with Pizza Hut Australia I had a terrible experience with Pizza Hut today that I feel needs to be shared. I placed and paid for an order online, received a confirmation email, and went to the store to pick it up. Upon arrival, I was told they had not received my order, despite me showing the email and proof of payment. They… Read more
then told me they would only start making the order now and asked me to return later. It was late evening, and I had my tired, frustrated teenager in the car. I had to drive back home, drop her off, and then return to the store again to collect the food. Absolutely ridiculous.
To make matters worse, the quality of the food was terrible. I ordered a cheese crust pizza, but there was barely any cheese in the crust—it was dry and disappointing. This is not the first time I’ve had a disorganized and underwhelming experience with Pizza Hut, but this might be the last.
Pizza Hut Australia needs to improve its order handling, communication, and food quality. This level of service is unacceptable.
Never go to Glenwood Pizza Hut store. The manager [Name Removed] was rude and unprofessional. At a certain point he said to me that he was recording our conversation but in a-split second denied it as soon as I started recording . he refused the request and even asked me to cancel my order and not get the food but still e charged at 50%. He even… Read more
initially gave his name as [Name Removed] but later said it was [Name Removed]. He was rude and talked to me like I was an idiot talking down at me. Very unprofessional order was placed at 800 and as soon as I realized my mistake a minute after I called to cancel and do the right thing. Even that was not acceptable according to him.
So I ordered the 3 large pizzas 3 sides pickup. Instead of $35 I was over charged for $39 (plus extra for the extras) was told in store by the team members he didn’t know why. I ordered the epic pepperoni pizza as I’m sick of the pathetic way they make the normal one. Sometimes you will get a slice with no pepperoni. Got home and I will upload… Read more
photos both from their website and what I got. I complained to head office and was told that the complaint would be sent directly through to the store and the store will contact me. Well it’s been three days and I haven’t heard a word from anybody. Domino’s next time.
Ordered 3 pizzas from Rockhampton South store at 17:30pm on Friday 4 April. The cost was $43.90. The pizzas were disgusting: Dry, overcooked and flavourless. Totally sub-standard and inedible. Will never order from Pizza Hut again. When I tried to log on to their feedback website to complain, I got run around in circles and gave up in disgust. Kate Show details
Despite Pizza Hut having on record my precise address and delivery instructions (indicated indeed on the docket, driver chose to go for his own convenience to my neighbour's address). He had rung me - I told him simply that he had to drive a short further distance around the corner to arrive at my clearly marked gate (no access between my and my… Read more
neighbours's properties).
Later I hear my neighbour calling out - driver has 'pushed the envelope' and entered my neighbours premises - in consistent rain - and then my poor wet neighbour is handing over rained on pizza boxes to me one at a time. I'm a disability pensioner stroke survivor who was inside on antibiotics. I was then barefoot in the backyard, receiving the pizzas putting them on an outdoor table, to dissolve into their soggy mess for me to throw out in the morning.
I particularly resent the interruption to my neighbours evening by Pizza Hut.
Communication poor - I no fewer than three times tried to upload a complaint on Sunday: "oops can't do that now - try again later". I rang, operator listened to complaint, tried twice to transfer me (fob me off) to local store - call dropped out.
When the delivery dollar nowadays is at a premium, you'd expect a halfway decent customer complaint resolution process at least.
No refund, no more Pizza Hut for this customer of many years.
Ordered a pizza on the app. It froze when I hit pay. I left it for about 10mins and it still was buffering. I only had enough on my card to pay for one so I wasn't worried when I hit refresh and then it went through But no, it double charged me. So 1 pizza cost $66...wth. I got a call from the shop to say they double charged so thank you. That… Read more
was good service. But the refund would take..... 14 DAYS!!!!! So for their app to be faulty, I have to wait 14 DAYS!!!! To get MY money back.. Yes it's my money.. Not. Pizza huta so give it back to me in 24 hours please. Your error not mine. So this is a bad review for pizza hut and not the actual shop
I've noticed a steep decline in the quality of pizza and food at both of my nearest Pizza Huts over the past couple of years. First it was the closest store to me, then I tried a different store which is about a 15 minute drive away and THAT one is worse now too! I am absolutely lamenting at the fact that Pizza Hut seems to be going completely… Read more
downhill in this country. What used to be two REALLY good stores managed by people who obviously cared about their work are now managed by people who seemingly do not give a stuff at all about pizza and are *extremely stingy* with the toppings. This seems to be the case for many Pizza Huts around based on the reviews I've read trying to find a good store which is extremely saddening because I've always preferred Pizza Hut over other "fast food" pizza joints like Domino's and Pizza Haven (back in the 90s for those who were actually here back then).
This will sound controversial and racist but I need to say it because it's an important observation. I've noticed a trend lately in this country where a certain ethnicity will buy a fast food place and then it'll get worse soon after due to staff cutting corners and cheaping out on toppings and staff are replaced with staff from the same ethnicity. There is a review posted for a certain store in Melbourne with a video of a person of this ethnicity eating at the back of the store in plain sight of customers. I've never seen that kind of behaviour at a McDonald's for instance, so why is it acceptable at Pizza Hut? That kind of behaviour is completely unprofessional, maybe it's common in poorer countries but it should not be acceptable here. I am not coming from a place of racism, I am simply stating my observations which are based in reality, and in fact many other people are seeing the same thing as I am, just look up online what you think I'm talking about and you will find lots comments on discussion boards from other people saying the same thing.
Head office REALLY, REALLY needs to start cracking the whip more because franchisees are ruining the brand for me and I've been a fan of Pizza Hut since I was a kid visiting their restaurants for all-you-can-eat (which back in the 90s were much more plentiful before they switched to smaller stores which emphasised takeaway instead). I feel like the ONLY place I can get a decent Pizza Hut pizza now is from their all-you-can-eat stores which still exist but are few and far between which is extremely sad as I have to drive further for something that I should be able to get at my local stores.
If someone from head office reads this PLEASE do something about it, otherwise these stores will continue to be managed into the ground and Pizza Hut will go the way of Pizza Haven.
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It has been over a month and I have NOT heard back from anyone over at Pizza Hut - I have not… Read more