Pizza Hut — Restaurant in Grimsby

Dear Pizza Hut Team,

I have always been a loyal Pizza Hut customer, but after my most recent experience, I am extremely disappointed and hesitant to order again.

I placed an order through DoorDash for a medium stuffed crust pizza and cheesy pull-apart bread. When my order arrived, I discovered that the cheesy bread was completely uncooked. At first, I thought it was just extra cheese, but after tasting it, I realized it was raw dough.

I called the restaurant directly to bring this to your attention. The employee I spoke with was dismissive and unprofessional. When I explained the issue, she insisted, “That’s not possible, I cooked it myself.” I even offered to provide a photo as proof, but she sighed, sounded annoyed, and asked, “What do you want me to do?”

I requested either a refund or a replacement order, even offering to pick it up myself. Instead, I was told I would need to contact DoorDash. While I understand I ordered through a third party, DoorDash did not prepare the food—your restaurant did. Sending out raw food is a serious concern, and I expected at least some acknowledgment, empathy, or a reasonable solution.

I believe this situation could have been handled far better. Even a simple offer to remake the item would have gone a long way. Instead, I was made to feel like I was the problem for raising a legitimate safety issue.

I hope you take this feedback seriously and review both your food preparation process and the customer service I received.

To follow up: I’m extremely disappointed after speaking with Pizza Hut’s customer service this morning. I called to follow up about receiving uncooked cheesy bread with my order, and while I expected at least some empathy or accountability, the representative I spoke with was rude and dismissive.

Instead of listening to my concerns, he kept cutting me off, blaming DoorDash (even though they don’t cook the food), and raising his voice. When I explained that my biggest issue was the way I was treated by the staff the night before, he threw my own words back at me and made me feel like I was being unreasonable. I’ve worked in customer service for 10 years, and I was shocked at the lack of professionalism—his tone was condescending and one step away from calling me an idiot.

He offered me a free bread if I left a good review, but that doesn’t fix the problem of being spoken to so disrespectfully or the fact that uncooked food was sent out in the first place. This experience has made it clear I can’t trust Pizza Hut with either quality or service, and I will not be ordering...

When Pizza Hut is good, it's really good, but the inconsistency is incredibly disappointing and their response when you call them out on it is laughable and wildly disrespectful. I received a pizza with next to no cheese on it, when that was one of only two toppings ordered. When I called to report the issue the person on the phone told me the pizza was actually fine (I'm looking right at it sir and I'm telling you it's not), but they would send another one anyway to exchange it... I waited for several hours and the pizza just never came.. and the location was closed before I realized it. Lied to my face. I'm still in shock that that was the course of action decided on by a customer-centric business.

Pizza Hut has always been a bit of a treat, because it is SO overpriced for what you actually get, but when the pizza is bad and the customer service is worse, why even bother? Last...

First and last time ordering from this location. It took 45 minutes for our order to arrive and when it did, it was the complete wrong order. We called to let them know and they said they would remake it and deliver it within 25 minutes. 40 minutes later, our order arrived and the dough was completely undercooked and raw (because they obviously were rushing it). I’m writing this review while my pizza is in my oven cooking and it’s been 2 hours since our order was originally placed. Definitely do not recommend ordering from here if you want quality or...