Pizza Hut — Restaurant in Ontario

The wife ordered two pizzas today at 4:45pm on their website.

The website and email updates gave a 5:13PM ETA.

At 5:40PM. We get an email saying the food had arrived. We have 9 A.I security cameras all our home l, nobody came! No food was delivered.

I waited until, 5:45PM, called the store, and spoke to a lady. She said the guy was on his way.. I explained to her 1) she doesn't even know who I am, as I didn't provide a name or order #. So she's just making up a generic response. I then provided the order number to her that was provided in the email, which is many digits. She tells me it's a 4 digit number. I read it back to her again. She has no idea what order.. yet she knew "allegedly" it was going to be there in just a few minutes.

She told me she would call the delivery driver to see what was happening, and let us know. I waited 13 additional minutes. Radio silence from the staff. We never received a call back.

I called back the store once more, spoke to a man. He apologized and was much better. However he wasn't aware of the situation or that the girl didn't follow up. He did however acknowledge that wasn't acceptable. He said the delivery driver would be any minute now. I told him if the pizza isn't here in 10min I would cancel the order (which we can't from our end, as it claims to already be delivered at 5:45PM).

I waited additional 15min. No delivery. So I call back the store again.. asked him to cancel the order. He tells me he can't do it, he needs us to do it ourself. It was just a website order that's in "delivered" status. You can't cancel an order that you allegedly received. I asked him to do. He then says he did it. But the refund will take 3-5 days! That's ridiculous! I explain to him I've never heard of that . He then says he has no authorization. The manager has to do it in morning. This store is making a history of leing to it's customers. He just finished saying he did it lol. Now he can't.. needs authorization? Which is it?

As I'm about to get off phone.. several minute call. The delivery driver actually showed up. This is now 6:30PM.. we ordered the pizzas at 4:45PM.. that's nuts!

I told him it's fine, I don't want it.. the order has been cancelled. We don't want cold pizza. I explained he's 50min late since it said it was delivered. His response was "that's not too bad". What? Who says that to a customer. It's not too bad being 50min late, and lying about the status of the delivery!

I told him that's terrible. Sunday night trying to feed kids on a school night in the morning...

6:46PM we get an email, saying "we couldn't place your order. Don't worry we haven't taken any payments". We log in to check out line banking, yupp they took the money! We're not stupid, they took the money originally, since the order was placed lol.

Needless to say. Don't order from the Hamilton Rd location. They can't tell the truth, they can't refund your money properly, they think it's acceptable to be 45min late.. this is a terrible location! Order from Wellington instead. It's not a surprise this location has such low reviews! Mismanaged big time.

Edit: it's now day 4. They still haven't returned my money!...

This is a awesome place. The people are the best and some of the nicest people around. They take great care in making your food and there is a bunch of people saying bad things about this place and they are obviously making it sound much worse that it really is which is not bad all. (I'm talking about you frisbee.) Some of the things people were saying is oh my pizza us over cooked please tell me how it could be over cooked when there is a machine to cook it and why we're people saying that it's also under cooked it doesn't make sense. People were also saying that they ordered half pepperoni and half cheese you probably have not worked at a large pizza chain before Karen so calm down and think of how there day is before you start crying over a third of a pepperoni on your half cheese.

Over all I can tell you it's always a fun experience going in there and hanging out for a bit also the boneless chicken is...

What an experience, placed an order and was given a delivery time of 1.5hrs later. when the time was approaching it changed and added another 25mins. I’m still trying to understand how it takes 2 hrs to make and deliver a normal order???? When I called in I was advised staff was short and the manager advised he may send out a gift certificate. His words “ I can’t just cob the order “ I wasn’t expecting a free meal by any means I wanted to know when mine would be to my house. Overall manager was rude, and the service sucked. I can say the person who originally picked up the phone was very nice and directed me to the manager. I Will not be going back here. I would be giving a 0 but the First Lady I spoke was very pleasant so I...