Pizza Hut — Restaurant in Sydney

Absolutely disgusting service by the Manager on duty when having to come down to store to change order. Ended up cancelling due to order still not processed 35min later. Explained to him had tried ringing the store to change to pick up after finding the email advice showing order would be delivered 1hr 20min, when only around the corne. Tried calling the store via the 131166 and also on the landline number shown the email. No answer, just kept on hold. After 35min, the order still had not been processed and was told "you will still be waiting as there are 100 more orders in front of you and it's Origin night" he also said "the phone has not rung here". When shown the attempted calls, his response was "there is no landline here".

At no time was there any apology for the extremely poor service and made it out that the order should have been placed a lot earlier! Totally understand the impacts of orders being higher on Origin night, but when this Pizza Hut Manager refused to change the order to pick up, had no alternative but to cancel the order, in fear that the order would not be delivered before having to go to night shift.

Even showed the reference number and he didn't write it down. Just said "when the order eventually comes up, will cancel it then". How will he know, when there is supposed to be "100 more orders...

Ordered at 7:39pm, requested collected at 8:15pm, checked in at the counter at 8:13pm. Apparently, the store had only just had the order ticket printed and that my order was 7 minutes away. During time in the store I noticed one of the kitchen hands dropped the green ring that's placed over the edge of the pizza on the floor, picked it up and put it back over a pizza. I requested a refund as I didn't want to wait as my order was due for collection in 3 mins and it hadn't be started at all. The manager was extremely unprofessional, she did try to insist that I wait instead of getting a refund. I insisted, and she flipped out, slamming her hands on the counter and asking me not to argue. It's normally a weekly treat, but we won't be returning. She also refuted the time I placed my order. However, I did prove it by my email confirmation. She didn't like that. It's not a good approach to try and put the customer on the back foot by lying and telling...

⭐ 1 Star Service

Absolutely appalling experience with Pizza Hut Penrith. We placed an order on a Friday night and spent $140. It took 3.5 hours to arrive and only after five phone calls to the customer service hotline chasing it up. The Penrith store never answers their phone, and the call centre is useless – they can’t help at all. When the pizzas finally arrived, the delivery driver advised us he had been abused all night and that the new manager was "hopeless". Oh and not to mention the pizzas were burnt with little topping on them.

After emailing a complaint, a manager finally responded days later saying they would remake the order and to "reach out." But the email can’t be replied to, and again – no one answers the store phone. So how exactly are we meant to redeem this? We’re now a month on with no refund, and no way to contact anyone. Absolutely disgraceful customer service. We’ll never order...