Pizza Hut — Restaurant in Burnaby

This was by far the WORST experience I’ve ever had at Pizza Hut.

We came in for the walk-in special and made it very clear when ordering: we wanted the pizza well done, and we wanted it half cheese, half veggie. For the veggie side, we followed their rule of “only two toppings,” even though the last time we came, the staff let us choose more. No problem we agreed.

But when the pizza came out, it was completely wrong. The entire pizza was just veggie no half-and-half like we ordered. So I went back to the counter, brought the pizza, and politely explained. Instead of apologizing, the guy at the counter looked angry, grabbed the box without a word, and went to shout at the kitchen staff. He treated them rudely in front of everyone, and he treated us with zero respect.

When the second pizza finally came, it was honestly dangerous to eat. It was supposed to be “well done,” but instead it was raw and doughy. The crust was so undercooked that after just two slices we both felt an upset stomach. We had to take it home and literally bake it in our own oven for 20 minutes just to make it edible. If we hadn’t, someone could have gotten sick from eating it.

What makes this even worse is that I rarely get the chance to go out with my family because of our busy schedules. This was supposed to be a special dining experience for us, but instead, they ruined our appetite, wasted our money, and more importantly, wasted the quality time I wanted to spend with family enjoying a nice meal.

The staff member who served us never apologized once. His face showed nothing but anger, and he clearly didn’t care about the mistake, the food quality, or the customers. No refund, no courtesy, no accountability.

This location is unacceptable (maybe if it’s a different staff who served us we would have had a much better experience because the last time it was a different staff and the food was amazing. The lady who was working there seems friendly and nice but she didn’t serve us. It was the South Asian guy who served us). Not only was the food disgusting and unsafe, but the service was also shockingly rude. I would...

Normally I would never complain about issues with delivery , as I know that its tougher with the pandemic right now ; However this was for an office of people , NOT for me .

Ordered pizza for our small staff lunch - we knew it was 8 pizzas so we pre-ordered at 730am for 12:15 and prepaid (for contactless delivery) and included the tip prior to delivery.

12:15 came around and no pizza , we gave it a 30 minute buffer as we know it's lunch time. By almost 1pm no pizza had arrived and several staff attempted to call the location as directed on the online system. No pickup after 7 attempts of calling and letting it ring for almost 2 minutes.

After we tried 4 more time the line was busy, and finally someone picked up and the response to us asking "we wanted to follow up on our online order that was supposed to be arriving for 1215" the women said "yes , its on it's way" (it was 12:55pm) ... I asked if she was sure as we had an entire staff sitting waiting for their lunch and then asked why the pizza was not delivered for 1215 as directed on the online order (we ordered 4+ hours in advance) and she said "I'll call the driver" , then just hung up.

At around 1ish our pizza arrived , luke warm for some /cold for others. I have emailed Pizza Hut as we would like to recoup our delivery cost at the very least .

All our staff usually pick BP Pizza for lunches , but we gambled on trying something different . We will not be making that mistake again. I don't think this location is set up or staffed to take larger orders, or perhaps they should not offer delivery for...

We ordered 2 large pan pizzas online to be picked up btwn 815pm to 830pm. We arrived around 820pm and they gave us 2 medium pizzas. My husband told them we ordered 2 large pizzas. They said they gave our pizzas to another customer and they were going to make our pizzas right away and we should get it in 6 minutes. When my husband went back in the restaurant, they weren't ready yet. He asked the cashier what do they do with the 2 medium pizzas they still have. They said to prevent negative reviews, they called the customer to ask them to pick up their pizzas. So, this customer will have 4 pizzas (2 large and 2 medium) where they only paid for 2 medium pizzas. We ordered 2 large, waited another 10 minutes (at least), paid for 2 large and we got no apology or free anything for the restaurants error. The pizzas weren't even piping hot if they just made them.

We scheduled the order online, picked up within the pickup time, we did nothing wrong and yet we got the short end of the straw. We weren't mad at them that this happened, but after my husband told me about the negative review and the other customer got 4 pizzas and paying for 2, then I got mad. We are valued customers as well, but this situation just isn't right! They could have given us some breadsticks or something, but...