Pizza Hut — Restaurant in Melbourne

One of the worst experiences of my life, can't believe it was while being a customer. Manager "John" 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 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 "John" 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 "John".

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.

EDIT: 15/8/2022 No response from Pizza Hut. Except for this public-facing reply to a review, a formal complaint that followed police intervention has been unaddressed by Pizza...

Ordered Boxed Hersey cookie off Menulog last night however I came there late to pick it up due to an interruption and they had closed. I came back today and showed them my receipt and the rude man Rajeev said he wouldn't give it to me as they have no record of the order. He then went out back and must have pushed "collected" button on the menulog item (as this was not showing as collected when I came in) and he told me I had already collected this. I said I didn't come in last night and he refused to give it to me. He is very Rude, condescending, arrogant and dodgy. I told him to give my money back and he said it's not his problem. He purposely went out back and pushed the "collected" button yet I haven't collected. He was also rude to the previous customers before him always making a big scene. Very unfriendly and rude. I will be making a complaint to pizza hut HQ about his behavior and theft as well as making a complaint to the police and asking them to check their surveillance video to show that I never came in to collect the item the night before. It is a matter of principle. Rajeev is argumentative and dodgy...

I placed an order at 12:00pm. Online it said that the order was confirmed, paid for and should be delivered at 12:41pm. At 1:11pm we are still waiting for the order so I called the store. I was told to send screenshots of my order to a staff members personal phone number. I refused. I drove to the store myself (I’m 38 weeks pregnant hence why I chose delivery) showed the apparently only staff member in the store my order. Explained why it’s not okay to tell me to send my order to her phone number. As I showed the staff member my order she then took photos of my order including my home address on her own personal phone. I asked if there’s someone I can complain to as she claims they didn’t receive my order. If there was a number I could call. She said I have to just complain online and refused to show me where to complain to. It’s now 1:52pm and I’m yet to receive my order, and information on my order or a complete refund. Any contact from Pizza Hut or their managers will be greatly appreciated. Any misuse of my personal information will be actioned...