Pizza Hut — Restaurant in District of Belconnen

Let me tell you a story:

My adult son and I ordered 2 pizzas and 2 mousse for a payday treat during covid iso. Very expensive ($67 delivered, ouch, big big ouch, but, you know, treat). They took over an hour to arrive. App showed the driver pulling multiple U-turns, on what should have been a 7 minute drive, and here I was thinking I was the only person on the planet with the sense of direction of a chicken nugget. Food was delivered via contactless delivery and was consistent in that pizzas and mousse were all approaching room temperature by the time we got them.

Called store who refused our request for a refund but offered a replacement but then said we’d have to join the queue and it would be a long while before they’d be sent out. In Canberra on a Thursday early arvo, right, that’s not passive aggressive at all. (What’s the gap called between someone being sarcastic and someone else not understanding they are being sarcastic? It’s the sarchasm.)

So we asked again for a refund. We’re told they couldn’t do that, we’d have to call head office. Okay, immediately terminated that call and spoke to head office. Person there is absolutely lovely and professional. We told the story and asked for a refund. They call the store. We’re again offered replacement pizzas but this time they would supposedly arrive within 20 mins and we declined and asked for a refund. Head office advised they told the store that a refund was our accepted remedy. Got a job number and we’re told it would be sorted over the next couple of days. We were told the store could have sorted the refund direct, they didn’t really know why the store referred us to head office but they were nonetheless happy to assist. Did I already mention how lovely they were?

Then a little while later the doorbell goes again, 2 hours after our original order and lo and behold we have two new pizzas. That we don’t want and had declined both to the store and to head office and which are late. Very late. Too late.

So I’m in my covid lounge wear, complete with breakfast coffee stain (I’m in lockdown for 7 days, who am I getting dressed up for? I’m comfort all the way!) with my bright yellow n95 mask (and I’m neg for covid on PCR but am serving my time with my family member who is sequestered in his room with the door shut and not allowed out except to use the facilities. He’s a young adult. It’s well worth my while to treat him to hot carbs to keep him happy while imprisoned) and I signal to the driver and run down the driveway with those unwelcome pizzas (that will have been a sight, let me tell you) and return the pizzas to the driver. Driver tells me that head office told them to make the pizzas, I advise the driver that no they didn’t, we have requested a refund. Driver takes the pizzas from the unkempt older woman with beady eyes and purple hair. He has clearly decided this is above his pay grade. Well and truly above it.

So we call head office again to give them the update in the ongoing saga of our lunch and they confirm that the notes from the earlier conversation make clear that we don’t want replacement pizzas from this store given the events.

I have serious concerns about this store’s ability to safely handle food (cold things should be cold, hot things should be hot) (I, like the original lunch pizzas, am no longer hot although I was for a while, so the least I want to be is fed) and given they are almost twice the price of their main competitor (are they owned by the same parent company though? I need to Google that) we won’t be going with them again. I don’t think they will be sad to hear that they won’t be dealing with...

Ordered a large gluten free cheese pizza and a medium normal cheese pizza as one of our guests can't eat gluten. Neither box was marked even though there is a space for them to do it. Logically we thought the smaller pizza would be the medium as other than that they looked the same. Unfortunately we were wrong and our little starving guest launched into what we thought was the gluten free pizza. I called to ask why they weren't labelled and how we were supposed to tell the difference. We didn't even get a "oh we're so sorry, we should have marked them" or anything, they just tired to tell us there is a difference in the crust (but again, they looked the same) - it sounded like they didn't even understand why it would be an issue. Rubbish that a food supplier can't label their food properly or even appreciate the seriousness of food allergies some people unfortunately may have. At least dominos can...

Never order ONLINE for pick up with this pizza hut branch. Online deals will say the total amount to be paid in-store upon pick up but when you pick it up, they will charge you more on top. I asked how come it’s different from my receipt online and the young guy working on the till today (17th August 5:45pm) just scratched his head and said “yeah, sometimes it’s different pricing from online and instore” so i then told him “but it shouldn’t be like that as it’s false advertising and that’s illegal”. Then he just said “ah yeah i know” and still gave me the higher price instore even after showing my receipt online. I’m not to argue anymore so i just told him i’ll never come back to their branch as that’s just ripping customers off. First and last order from them great experience cheers! I have pictures to prove both different pricing of my receipts it’s not much but...