Pizza Hut — Restaurant in Castle Downs

Update - Nov.3.21 - 5 stars Would recommend this location

I am happy to provide my lateset update for this Pizza Hut. Overall, I had a very good experience. I bumped into the same person who initially took my order and it seems like changes have been made. Food was very tastey, probably the best of all the Pizza Huts I've tried. I got my pizza in 15 minutes this time :). Would recommend.

Update - Oct.22.21 - 3 stars Management Take Complaints Seriously

I have been contacted by the District Manager and he handled this incident very professionally. I appreciated the fact that he let me know what steps have been taken to ensure future incidents like this do not happen. As such I have increased the rating from 1 star to 3 stars.

Management has also convinced me to give the establishment another go and I will be evaluating this location based on my next walk-in and will update my review and rating accordingly.

Original Review: Oct.21.21 - 1 star An Absolutely Dishonest Location

I recently visited this location on October 16, 2021 at 5:46PM. The fellow who I assumed was in charge (based on how he was ordering other employees around, which definitely was not in a nice way) told me that it would take 20 minutes to get my pizza (i.e., 3 medium pizzas). After 20 minutes, I went in to see if my order was done. Nope not yet. After 30 minutes, still no pizza. After 40 minutes of waiting, you guessed it, still no pizza. At this point, I asked them to check on my order and the worker at the front told me that it would be ready soon.

I was having a conversation with another customer who told me he had been waiting for over 40 minutes too. Close to 50 minutes later, I finally got my pizza. I received no apologies from staff on having to wait more than double the expected wait time. So, I had asked if I could get 2 complimentary dipping sauces for having to wait so long. Let me repeat that. I asked for 2 dipping sauce, which Pizza Hut would have charged a total of $2 for (but let’s be honest, it would have costed them cents in reality).

The worker checked-in with the guy in charge (i.e., the guy who took my order) and he told me he would not give me the sauce because the reason my order took so long was because they were swamped with orders (especially from Skip-the-dishes). At this point, there was still no apology. This is why I was frustrated. From a customer’s perspective if you had known you were very busy, you should not promise and tell a customer it would take 20 minutes to get their pizza. Does Pizza Hut train staff to be dishonest and lie about wait-time so customers do not take their business elsewhere? This experience certainly feels that way! I could have dinned-in at another restaurant had I known it would have taken so long to get my order.

In addition to my experience, I noticed some employee actions that make me wonder how seriously this location takes public health measures. To give context, I have a Masters in Public Health, so I notice these things. First, the customer waiting area is quite small. While I was waiting, there were sometimes between 6-8 people in the space. There is no way proper 2-meter social distancing could have been occurring. No staff tried to monitor capacity limits/physical distancing. Secondly, the guy in charge who took my order transitioned from working in the front (taking orders) to helping out in the back (to put finished pizzas/food into boxes). He was doing this while not wearing gloves. The reason I noticed this was because the worker who was packing food previously was wearing gloves. Now, I do not know if anyone paid with money or not, but I know for a fact that I did not see the keyboard or payment pad sanitized at any point when I was waiting inside for my pizza.

On a side note, I have reached out to Pizza Hut to give feedback on this encounter and I have not received any responses after 5 days. Based on this experience I will not be brining my business to this location and will definitely not be recommending Pizza Hut to...

I used to order Pizza Hut all the time in my old neighborhood and it was always the same great taste experience --- lotsa toppings, cheesy, saucy, with a crispy, greasy (in a good way) crust. Well I moved, and this location is the closest to me so I ordered my usual and picked it up. What a horrible pizza! First of all, it was missing the feta cheese that I requested as an extra topping. The toppings and cheese on it were extremely skimpy to the point that you could see through to the crust. And even though I had selected extra sauce there was just a light, thin, patchy layer. So I called the store and someone disinterestedly listened to my complaints and took my name down. Told me I could call in and get a replacement another day since I wasn't driving out again to get a new one made that same day. So I tried to eat the one in front of me but it was literally inedible, the crust was underdone and not the same greasy, tasty Pizza Hut flavor I love. It was just a limp, tasteless pizza, I'm not even looking forward to the...

If I could give 0 stars I would everything was absolutely appalling, first of all the lady at the till had a disgusting attitude after I didn’t want to tip on a $50 dollar meal that I ordered online to pick up ! I wanted to switch my 2L pop and she refused and said it’s not possible when they have the same value. Let’s discuss the meal both of our medium pizzas were undercooked the dough underneath the cheese was gooey and hard to chew we even brought it home and tried to put it in the oven to cook it and that still didn’t work! We live quite far from this location so this was just a quick stop for us . Absolutely disgusting my wife is pregnant if we didn’t check the pizza she could have easily gotten sick ! I will never be eating from this franchise nor this location again & I will surely be calling management in the morning to describe my experience for a refund. It’s so hard to find good food places nowadays and this experience confirms that.

I DO NOT RECOMMEND YOU EAT HERE I NEVER LEAVE REVIEWS BUT I...