Crust Pizza Rouse Hill — Restaurant in Sydney

We ordered several pizza's for pick-up at 4:30pm. Unfortunately we arrived 45 minutes late because of other matters. When we arrived the guy said that the order was already given out to someone at exactly 4:30. We did not ask someone to pick up our order for us. According to him someone came by at 4:30 and said Donald and he gave our order to him. He did not check the person's order number to make sure he gave the right order (or any order) to him. He then tried to blame us for not calling ahead. Firstly it was not mentioned anywhere that we needed to pick up the order within a certain time frame. We had expected to be there by 4:30pm but we were held up. Secondly, the order was picked up at 4:30pm on the dot according to the server - there would have been no point in calling if we were running late if the order was picked up on the dot. We complained to him that he should have verified the person either through ID or the person showing the order number to confirm that they are indeed picking up an order. The sever then complained that he can't do that to 700 people. Firstly when we arrived there was no one else picking up a pizza except us so I doubt he was too busy to check for a basic order number. Secondly, checking for an order number is such a basic thing to do and typical for many retail business. The server furthermore said that this happened last week. If this has happened recently, the staff should have been trained to ask customers for proof of purchase before giving their order.

Lost $80 because of this mess, and didnt get a refund or a replacement. We asked for CCTV footage and he said he couldnt get it now and his manager will call us tomorrow. This is unacceptable.

We will be making a complaint to NSW Fair Trading tomorrow. Avoid this place...

My last three experiences of ordering from Crust at Rouse Hill have been nothing short of horrible. Arrived to pick up my order at the time I was informed it would be ready only to find out they hadn't begun preparing it yet. Was told it'd only take another 10 minutes however by the time it was finally ready it had been 25 minutes, so a 45minute total wait time as opposed to the initial 20 minute wait.

Ordered the pesto chicken club pizza with no rocket and add feta. I collected my order and the pizza was covered in rocket, when I requested a new pizza be made the second one had no rocket however they did not include the feta. Very poor service considering the additional charge for feta.

Last night I arrived at the pick up time I was informed of, upon arrival my first pizza was only being put in the oven as I arrived and the second had yet to even be made. I was told to wait 10 mins, when I came back they had only just begun putting the toppings on my second pizza. Another 10-15 minutes on top of that (overall wait time of 45 minutes). By the time I came home and bit in to my pesto chicken club pizza it was covered in chilli! I took two bites of the pizza and couldn't eat anymore, it was simply unbearable.

It is also worth nothing that when I went back in to the store after being told to wait 10 mins, at least three employees were leaving for the night, ALL holding pizza boxes to take home! So the staff can make themselves free dinners to take home yet paying customers have to wait an additional 25 minutes for a pizza that wasn't even made correctly?

Won't be going back, two...

I recently had the pleasure of visiting Crust Pizza in Rouse Hill for the first time, and I was blown away by the experience. From the moment I stepped inside, I was impressed by how clean and well-maintained the restaurant was. Everything, from the pizza station to the floors, walls, and even the ceiling, was spotless.

I had placed an online order and decided to pop in to pick it up. While waiting, I was greeted by every staff member I encountered — everyone was incredibly friendly and welcoming. A standout moment was meeting Ginika, the lovely lady who manages their social media. She noticed me taking photos for my review and struck up a conversation. Ginika’s professionalism and warmth added a personal touch to my visit, making the overall experience even more enjoyable.

Now, onto the most important part: the pizza! When I got home and opened the boxes, I was thrilled. The pizzas looked beautiful, and you could instantly tell the ingredients were fresh and of high quality. It had been a long time since I’d seen the little pizza tables in the middle of the box, which prevent the pizza from sticking to the top — a nostalgic and thoughtful touch that shows how much care they put into their product.

Overall, I can’t recommend Crust Pizza in Rouse Hill enough. From the cleanliness of the store, the friendly and professional staff, to the top-notch quality of the pizzas, this place is a winner in my book. A big thank you to Ginika for making the experience even better! I’ll definitely...