Pizza Hut Joondalup — Restaurant in Western Australia

Nothing less than disappointed tonight on all levels PizzaHut Joondalup ordered for two adults and two young children at 7pm and advised delivery by 750pm! This time was critical as our children are young and they needed to be up early in the morning for sports event! At 8pm nothing, having spoken too a young lady on the phone you could tell, from her tone and response she couldn't care that you rang, you made an ordered and that you are now asking where it is. She had no idea and put me on hold and tells me they are engaged and to call back in 5 mins....great customer service not!! I ring back in 5 mins and the automated menu voice didn't understand me so I get caught in a loop of death! Call back again, I then cannot understand the guy as he was not native English but after a few attempts. I understand they have been very busy hence its over 35 mins late and that it will be with me in 5 mins! We then decided to send the kids to bed and eat something from the cupboard as the food and convenience of the service was completely out the window or was that still on the road!! Food arrived, we eat what we could but the pizza base was rubbery and seemed stale...even though this was an offer it wasn't worth the overdue wait and taste we had to endure! Pizzahut Joondalup tip for you, if the pizza is going to be ready at a certain time let the customer know and if it's running late tell us! The bread seemed stale and not fresh and if you are going to put people on the phone at least ensure they can be understood and they are able to listen to a good standard! Also the poor delivery guy, even though it's not all his/her fault they shouldn't have to deal an upset customer with the level of lack of service and poor comms and a very very average pizza! I will never ever order from you or a Pizzahut again just an absolute inconvenience for what we paid and could...

Small 3$ pizza is too small for a meal, prefer the 5$ medium pizzas over Domino's the value range ones. Ordered one online was ready by the time they mentioned, (about 15 minutes). I would recommend here for value pizzas. (Haven't tried others)

[edit:12/10/2021] The Service has become terrible now. Ordered 6 pizzas online added with stuffed crust, 3 were prawn but since they were out of prawn we were asked if it is okay to substitute it with another, we did agree assuming they would be substituted with premium range pizzas since that's what we paid for and the rest of the pizzas were all in the same range. But to our surprise when we went home the substitutions were ham lovers or something like that and also the crust was original instead of stuffed. And also they have not responded to any of the complaints I sent online through their web site even after a week. Also had to wait about 40 minutes extra after the time mentioned in the app. Very Disappointing service.

[edit: 19/10/2021] After the complaint the management there arranged to replace the incorrect items. I'm happy with their customer service as they took the time to correct...

Pizza was so so. Bit of a gamble wether or not it was good or not, 50% success rate.

However the latest order was the end for Pizza Hut Joondalup. Ordered online for delivery. Pizza was out of the oven and took 40 mins to deliver to the next suburb. Literally double the time to prepare and cook it. Once I realised the driver had it but was not moving, obviously waiting for another order to be completed, I rang the restaurant to see if I could pick it up. No one bothered to answer. To top it all off, the order, when delivered, was incomplete. Driver was going to return to the store, pick up what was missing and deliver it. Never to be seen again!

Manager/owner need a few lessons in customer service from Pizza Hut Australia. No point Pizza Hut Australia hiding behind the fact it is a franchise, and a community manager promising to leave feedback for the team. Apparently all the negative reviews here and feedback to the team are not assisting the team to get better.

Still out of pocket for the incomplete order, what would suggest I do...