Pizza Hut Carrum Downs — Restaurant in Melbourne

Earlier this year, I ordered a delivery. Was told they couldn't deliver so the order would be cancelled.. OK, it happens.. That's OK. BUT...

I was told I would have to ring back to try to get a refund, because only store manager can approve. Tried ringing back a few days later multiple times... Nobody picked up. Manager never made any attempt to call me. Eventually after lots of attempts to call, got through to an employee, got told the manager would call me.. They didn't.

Called head office, to file a complaint to get it sorted. They couldn't get through to the store or manager either apparently. Something must have happened eventually though, because, eventually, despite being told my details were required for a refund, I got my refund.

NOT ONCE DID THE MANAGER OF THIS STORE SEEMINGLY DO ANYTHING AT ALL TO MAKE THE REFUND HAPPEN. No apology, no attempt to rectify, etc. They didn't even email me to tell me when the refund was made. In fact, it felt almost like the owner of the store implemented policies knowing that some customers would forget about their refund..

The staff I managed to speak to (and the delivery guys) were fine and friendly though.

Do NOT do prepaid delivery orders with this store. Otherwise, you risk stressing yourself out when an order has issues. And even if you waste ages trying to follow it up, don't expect any kind of apology...

Pre-ordered the 3 pizza and 3 slides "special" today (22/10/21) at 4:54pm to arrive at 6:30pm, not only did our pizza just arrive now at 7:10pm your online ordering system was not even updated from "preparing your order" after the pizza was delivered.

Store didn't answer the phone, meaning our inquiries regarding the late pizza went unheard.

Stuck on phone to your "customer service" line who was also unable to reach you after 4 repeated attempts (you would think you would answer a call from your head office - but I guess not). All they could do was leave a lousy message saying our pizza was late.

Quality of service is clearly lacking. Will not order again.

You even sent the wrong pizza's, what kind of "operation" are you running here "Pizza" Hut?

We're clearly better service by Domino's or any of your other...

As an Uber Eats delivery driver, I stopped by this pizza shop to pick up an order. Unfortunately, the experience was disappointing. When I arrived, an Indian girl working at the counter didn’t acknowledge me—no eye contact, no smile, just completely ignored me. I waited while two other customers, also Indian, arrived after me, picked up their orders quickly, and left.

It was clear their orders were prioritized, while mine was left waiting with no communication or courtesy. I always try to be respectful and professional on the job, but this kind of treatment made me feel unwelcome and disrespected.

This isn't about race—it's about fair service and basic human decency. I hope the management trains staff to treat all customers and drivers equally, regardless...