Pizza Hut — Restaurant in Melbourne

I am writing to express my deep disappointment and frustration regarding my recent experience with Pizza Hut. On June 4, 2023 I placed an order at Point Cook , which included two pizzas, one pasta, and a side dish. The total cost of the order was $61, inclusive of surcharges and other fees.

Firstly, upon placing the order, I noticed a significant discrepancy between the prices stated on the menu and the prices charged to me. When I questioned the staff about this, they informed me that the prices had been changed, but failed to inform customers adequately. This lack of transparency regarding pricing is concerning and does not align with expected customer service standards.

Furthermore, upon receiving the order, I discovered multiple issues with the food. The pizzas were severely undercooked, rendering them inedible. I took a single bite from each pizza slice, which confirmed their poor quality. In addition, the pasta side dish was completely burnt, and the sauce on the wings was of extremely poor taste and quality.

Immediately, I contacted Pizza Hut customer service to address the issue and was advised to return the food for investigation. I complied and made the journey back to the store to return the entire order. However, I was met with further disappointment as the staff seemed uninterested and dismissive of my concerns.

Despite several subsequent follow-up calls over the past month, the response from Pizza Hut has been incredibly unsatisfactory. Each time I called, I was promised updates and resolutions that never materialized. Yesterday when I called back again and asked for an update as it is more than a month then I received a call from a representative who rudely informed me that they were unable to provide any refund or compensation as the food had allegedly been consumed beyond half. I vehemently dispute this claim and request that Pizza Hut review their security camera footage to verify my statement. I was talking to him very nicely but he said he will not provide any refund then I kept arguing and he made me sound like I was rude but you can hear the call recorded too where I did not sound rude and did not disrespect the person at all.

This entire experience has left me deeply dissatisfied as a customer. I paid for a meal that was of unacceptable quality, wasted my time and effort to return the food, and have received nothing but poor customer service and empty promises.

I kindly request that Pizza Hut takes immediate action to address my concerns and provide a suitable resolution. This may include a full refund of the order amount or appropriate compensation for the inconvenience caused. Additionally, I expect an explanation regarding the lack of communication regarding menu price changes and the unprofessional behavior exhibited by the manager I interacted with during my call.

If necessary, I am prepared to escalate this matter further and seek assistance from relevant consumer protection agencies. However, I believe it is in Pizza Hut's best interest to resolve this issue promptly and amicably.

Thank you for your attention to this matter. I sincerely hope that Pizza Hut will take the necessary steps to rectify the situation and restore my faith...

We got an order from here and we got the wrong base. Not a big deal mistakes happen! I call up the store to get a replacement cause I have sensory processing disorder and can’t eat certain textures. The guy on the line tells me quite rudely that it’s 100% traditional and not thin and crispy. As you can see by the picture that’s not true. He’s extremely rude on the phone almost yelling at me telling me there’s nothing wrong with the order. I sent them pictures and everything and he called back twice getting ruder each time.

I’ll admit towards the end I did have to raise my voice a bit just to be able to say anything cause he kept talking over me. I even told him at that point I didn’t even want a replacement or refund I just didn’t want to be spoken to so rudely and he kept going and being rude. I ended up getting off the phone and crying cause I didn’t expect to be yelled at by some rude Pizza Hut worker today😂😭

The bolognaise pizza was great so if you want to try that I highly suggest but don’t call cause they are rude. The supreme had kind of old and stale veggies but other then that was good. The bbq cheese burger idk. It didn’t look like the picture at all and I couldn’t eat it so I don’t know.

Edit to reply to owner response * I already called and the guy who was yelling at me and called me twice to continue already spoke to you and relayed your message to me. You’re just trying to keep face so it seems like you care about people but unfortunately I...

I have ordered an large Stuffed Crust Paneer Pizza via UberEats tonight. There is no chilli label or any relevant symbol to labelise this pizza is very hot, very spicy. I think Pizza Hut should putthis kind of label on the Uber Eats meun to inform customer clearly.

We have a bite and found that pizza was very spicy, and my pregnant wife cannot eat. I tried to contact the store to talk about this issue. Unfortunately, Pizza Hut Point Cook does not provide individual contact number online. I have to drive to visit the store. But, a lady staff in front of the desk performed very impolite and unprofessional. She told us that pizza contains habanero so it is hot. She kept telling us there was nothing she can do, she said all ingredients are listed below the pizza's name. She kept saying: you should Google that if you don't know the ingredients.

That's an issue, if spicy item has been labeled on the meun, customers won't need to do their research while selecting order.

We return the whole carton of pizza to her and told her we can't eat that, it's too spicy. And we have raised this issue to Uber Eats and we will fix this order with them. Then , she responded to me: throw that pizza outside, don't leave here, you have ate it. I was surprised to her response like that. I can't recast her appearance but it was kind of making you angry.

We are very disappointed with Pizza Hut Point Cook and we will never visit and order from Pizza Hut any more,...