Pizza Hut — Restaurant in Hamilton

My wife ordered a pizza from here and it was 30 minutes late. Online it states on the company webpage that if it’s not there in 30 mins it’s free. There are some stipulations of course, like holidays, Wednesday’s and New Year’s Eve. My wife was about to pay and was getting her debit card when she realized it was past 30 minutes. She mentioned this to the delivery guy and he simply handed her the pizza. As she closed the door we could see him getting on the phone. We were watching a movie and didn’t hear our phone ring 2 minutes later. We got an angry voicemail from the manager at that location threatening if we don’t call her back in 15 minutes that she will call the police, stating that the way we “conducted business” was unprofessional and that our account would be blocked. My wife called back to try and save the driver any trouble and from the very second the call was connected the woman was screaming in her ear. My wife tried to explain the situation but was just drowned out by yelling and threats.

My wife hung up.

2 hours later we had the police on our door step (I was shocked) all over a single large pizza that was supposed to be free. My wife tried to explain the situation but I was upset at this point; she had gone to far. I told my wife to go back to the move and that I would handle things. I asked the police what the issue was and they said that they had a report that we “stole” a pizza. I said that’s a lie and closed the door; the 3 police officers sent with tax payers dollars for a single pizza just strolled away and that was that.

2 minutes later I’m sitting there trying to enjoy the movie with my wife and 2 year old son, but my mind could not let go of the horrible experience we just went through. If this has happened to us I’m sure it’s happened to others by this woman. There was no way I was going to let this slide. I asked my wife to print everything off and save the voicemail recording.

We ended up filing a police report for the manager lying to police officers. I drove back to their location (The manager looked completely miserable and was hostile from the start). My intent was only to inform her that it’s a crime to lie to the police. That I didn’t want to argue. I didn’t want any back and forth. That I had evidence to support our claim and she did not. That we have security cameras to show when the driver arrived. An email copy of our receipt stating when the pizza would arrive, and that we had saved the voicemail that she left on our phone in which she was threatening us. Along with multiple accounts of her immediately being irate on the phone call we returned to her.

We in no way stole a pizza, It was handed to us. This was our first and last time ordering from this location. I hope this woman is demoted as she is not fit to be managing a store; let alone other...

I am not sure what kind of training employees and management have with customer service. Super rude, showing an attitude right away when confronted with the matter. Horrible horrible horrible. I honestly had lost trust and wanting to go out because of people we encounter like this everywhere we go just to eat or to do simple errands. It is surprising how every employee is mad, sad or always have something to say. I worked many years in customer service and this is not how to welcome people to you or resolve a problem when it shows up. I stated at the beginning to avoid attitude that I didn’t want a refund, just wanted to let them know it shows how pizza arrived and it wasn’t a matter of size as she stated medium pizzas have had size reduced, they were smaller now, and still having attitude with a hung up the phone in my face. Thank you for this lesson, you still didn’t screwup with my family dinner. I just choose from now on to never get anything from here again. I’ll just get someone else for our “Pizza day”. I hope you all have a great day! :)

(King street location,...

Popped into this Pizza Hut on my home, after doing some business in the East-End. Usually frequent the Pizza Hut in Dundas, On. On this day, 07/172025 about 3:00 P.M., was greeted by an friendly, accommodating cashier/cook/baker of this store. I ordered (1) Personal Size pizza with Pineapple & Ham on it. It was ready promptly in about 10 minutes. This female employee was working very hard, with Uber orders, delivery orders and walk-ins, I hadn’t seen anyone else in the store. In any event, when I opened my pizza it was piping hot, oozing with lots of mozzarella cheese on the pizza with an adequate amount of toppings (pineapple & ham). Crust was nicely cooked golden brown on bottom and the crust tasted good also. The sauce was a nice tomato like taste (not spicy at all). Overall the pizza on this day, at this Franchise store I would rate it as excellent on this particular day. The prices might have risen a touch, but I’ve found each Pizza Hut Restaurant is different, in not only pricing, but also in quality. I am a regular Pizza Hut...