Pizza Hut — Restaurant in Esquimalt

I spoke with the Owner of this Pizza Hut franchise store, Kish about a complaint of a pizza I ordered last night. I Ordered two Panorama Pizzas and have done so repeatedly at this Pizza Hut in Esquimalt. However, this time rather than being notified the pizzas would not be panorama, I didn’t know until I got home. I was disappointed because the ladies who made my pizzas where very nice to me in my previous experiences.

What happened today which didn’t sit well with me was the franchise owner’s business practices regarding a customer not receiving what they Ordered.

Normally a business will give you a store credit or remake the product, as it should have been in the first place.

Instead, he expected me to bring the pizza back. He said he would make me another one for free, but it wasn’t free. It was an exchange and an unacceptable one.

Rather than trusting me at my word about the issue, he criticized me for not calling back. I thought the store closed at 11pm, so didn’t bother. Instead knew they would open the next day.

I said to Kish, the store Order that normally businesses would just give you a store credit and let you keep the pizza.

So when I came back with the pizza, I said it was unreasonable for me to give back the pizza, especially since I used to do so much business there until today.

He said he was going to be giving the pizza I returned to his staff and giving me one for free. Not only is that inappropriate since the pizza left to the store to give it to your staff, it was inappropriate to expect the customer to go home and get the pizza.

I asked Kish for the phone number of the store owner, who has shares in the franchise, he said that was him.

He said I could complain online, but he would be the one getting it.

He ends the conversation by saying that he believes he went above and beyond for me. You be the judge. I paid $10.50 for one of the pizzas and he took the pizza, which he asked me to go home and get to feed to his staff.

Would you want to be treated like this at a pizza place? I definitely don’t. I won’t be back, at least when he’s working. His behaviour and resolution was unreasonable, unhealthy (we are in a COVID-19 pandemic, why would you fee a returned pizza to your staff?), and to top it off he said he usually gives me free pizza boxes, but going forward, he’ll be charging me. That’s fine. It’s just a box.

I am disappointed with the way he handled the situation as both a manager and franchise owner. that he made me go home to get the pizza, gave it to his staff, rather than offering a store credit. I was a regular customer, but now I’m feeling like my business hasn’t been valued.

Guess he can afford to lose customers and doesn’t mind treating them disrespectfully.

If you want to be respected and valued for your business, I’d think twice before visiting this Pizza Hut.

“Replacement pizza”, one of which I paid for ($10.50) turned out to both be burned. See photos. I don’t write reviews often and disappointed to state this is the worst pizza and behaviour, I’ve ever received. These are definitely going in the Garbage. If I return it to the store, Kish will just feed it to his employees.

No one deserves burnt pizza or poor behaviour and lack of appreciation or empathy to...

April 4th, I ordered takeout. (3 pizzas) Esquimalt location. Upon opening the box and picking up a slice, I noticed the pizza was soft. I ate 1 piece, and my 2 friends got into theirs, and then we discovered the pizza was extremely undercooked. I called to complain to the manager. I was told that perhaps you should order well done when you order your pizza. #2 That maybe I just didn't like the pizza. I have been ordering pizza from this place for many years. Not once have I ever received undercooked pizza. Not once have I ever had to order my pizza and say, "Please make sure it is well done. This manager ended up screaming at me on the phone. My friends were witnesses as I had my phone on speaker. Originally, I wanted my pizza replaced, and then I told the manager don't bother. I just want a refund. The delivery guy showed back up with fresh pizzas, which were right up to par and my refund. I'm waiting till next week to call head office to put in a complaint about this manager as he was very rude and yelling at me over the phone. I think it'll be a cold day in hell when I order from Pizza...

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