Pizza Hut — Restaurant in Edmonton

Misconduct and Harassment

To the Management of Pizza Hut,

I am writing to formally report an incident that occurred at your location on July 19, 2025, at approximately 5:50 PM, while I was picking up an order as a delivery driver.

When I arrived, the front staff member was on a phone call with someone who appeared to be claiming they had been scammed. The staff member was explaining that the caller had reached the wrong number. While I understand that situations like these may occur, the conversation lasted about 3–5 minutes, during which I was waiting. Since the call was not from an actual customer and had no relevance to restaurant operations, I believe it could have been handled more efficiently to avoid delaying service. He then was explaining it to the next customer that he got a call from a drunk guy and I had to cut through them to tell them I got two orders. (camera footage)

After the call ended, I attempted to inform the staff member that I had two separate orders. Although I showed him the orders upon arrival and he acknowledged one, he questioned whether I had two delivery bags. I told him I had only one, and he replied that I needed two separate bags for two different orders. I confirmed again that I had two orders, and he asked why I accepted both if I didn't have two bags. I responded that if it was against policy, he could report it to the delivery company or cancel the order.(camera footage)

Ultimately, I canceled both of the orders myself to avoid further conflict and left the store.

However, I returned a minute later to calmly mention that the earlier phone call could have been kept brief, especially since it was from a scam caller or someone not related to the restaurant. I delivered this message respectfully, but the staff member became escalated and said, “Did you come back just to tell me this?” He then approached me in a confrontational manner. At no point was I threatening or aggressive—I even raised my arms slightly to signal that I was not trying to escalate the situation.

He told me to “get out” of the restaurant and warned me that there were cameras and that I’d “be in trouble” if I stayed. This felt unnecessarily aggressive and intimidating. I want to emphasize that I posed no threat whatsoever. At the time, I was wearing a white hoodie, black pants, and sunglasses. I kindly request that management review the camera footage from this time to see the situation objectively. (Camera recordings)

This encounter made me feel unsafe. Delivery drivers often work for minimal pay and are accustomed to waiting when restaurants are busy. However, being treated in a hostile manner simply for providing calm and constructive feedback is unacceptable.

Pizza Hut is a global brand, and the behavior of its employees reflects on its reputation. I sincerely hope this issue is taken seriously. I request that you review the camera footage from July 19, 2025, around 5:50 PM to evaluate this incident and take appropriate action.

Thank you for your time and attention. I look forward to...

Have been ordering from this location for about a year, everything was good until fight night a couple weeks back when they just seemed to drop the ball every where, communication, saying the order was delivered and it was not, cold pizza and the wait time on the phone to rectify the situation was also over an hour long.

The location had terrible customer service and was quickly apologized and a phone call follow up from the manager promised. OK fine. The manager calls the following day with nothing but excuses and an offer of $20 off the next order asking us to give him another chance.

Called to redeem the credit after placing my order online (for the online only special) and was told they would have to charge a fee for a dipping sauce (that we did not receive) to add the credit, therefore reducing the credit. as well as I couldn't pay online to redeem the credit so had to pay a fee to use the machine. The service from the driver was subpar ( no greeting, no thank you and leaving my storm door open) and delivery time still a little crazy (I was prepared with excuses so I can't be too upset). Manager calls today to follow up and I expressed these concerns of subpar service in comparison to all previous interactions and was told. "You complain about everything, I don't think we will serve you anymore." Thank you, my thoughts exactly.

Moral of the rant, if you are looking for a quick dinner, friendly service and a manager that cares about customer service, use...

My son loves the pizza and fries box. In fact he demands the "pizza and fries box" on take out night. These guys have been good with us until as of a few months ago. The only thing my son will eat is pepperoni pizza so picking pepperoni 3 times online should signify we want pepperoni to fill the pizza ( which theyve graciously did in the past) however the picture attached (shown tonight) we maybe got 2-3 tiny pepperoni on each slice, burnt to a crisp and shoved in the corner.

NOW having said that they did give us a healthy (or unhealthy) serving of fries. So I won't condemn them with a 1 star but cmon give us back what we had with you guys. A beautiful personal pizza with a generous amount of pepperoni. My son is now upset again with his order and we'll just have to deal.

Update! I spoke with the manager at this pizza hut and he apologized tremendously. He knows we frequent there often and assured me this will not be a problem in the future. However My son has changed his favorite food and we haven't been...