Pizza Hut — Restaurant in Richmond Hill

Edit: (Original Review 1* and 1*service) Leaving it at 4 stars because I never ate their actual food yet lol

They wound up calling me! Which is amazing because I was so stressed about this and other things that I might've never had the energy to follow up on this. Very thankful that they went out of their way to fix this. I got a refund and a discount for the next order (again, more than I expected.) No fuss or rudeness, no making me explain and justify, just fixed it within a 2 min call!

I'm leaving the original problem up, not to make them look bad, but just because I think that acknowledging problems and FIXING them is 100% better than pretending they never happened, they deserve the good rep, it's a rare thing these days!

Both my parents recently had cancer, a pet died, I have my own medical issues. I almost didn't call since I had a medical appointment today, this really made a thing I was dreading into a good experience. I'd almost say I needed this more than the pizza. So, genuinely, thanks!

Made an order tonight, 3 large pizzas, 1 personal, and used my (3) points to get myself some chicken as a treat.

They just randomly put it outside on the floor (We have a fully covered porch with door) and didn't knock or ring the door. The delivery man sent a text, but didn't call or anything. We only found it 20 minutes after because at this point we were getting concerned.

Raccoons or something got into the food and ripped a hole into it, ate some of the food. This is 60+ dollars (and 3 past orders) worth of food, and I'm not going to risk eating the undisturbed boxes.

Called Pizza Hut (General), was redirected, place wouldn't answer. It was 10 minutes before closing so that could be the reason, but they also tried to give me a form to fill for headquarters which didn't work "We're not accepting feedback at the time" What even? (Not this store's fault, just... miffed at this point). Too late to order anything else :|

Was told to just bag up the food and bring it physically over tomorrow, so I guess we're doing that? Hoping this has a happy ending. But... I'd rather have...

They don't really want you to get the $2 Tuesday deal. The poster was facing inwards on the windows instead. We waited patiently for the staff to help to order. It took more than 3 mins for someone to come and help with the order. The guy at the front was busy making for a lot of personal pizzas order for delivery or something. He told the other guy to come and help. Before we ordered, we asked if we could choose the sauce and toppings. The guy said yes we can choose any sauce and anyone of the toppings on the menu. So we ordered two personal pizzasbeotg the Alfredo sauce. We decided to order two more for after school snacks for our kids so we asked if we could order two more since we have two people and the poster says 2 pizzas per order per person. He said yes sure. So I ordered a topping with white sauce again like my previous order. He then said we could only have the regular sauce (tomato). But I said we just ordered two with the Alfredo sauce. He said they gave the wrong info but would give it to me this time. Next time we can only order with regular sauce. It seems to us that they change their rules whenever they like. They do not want our business because we are not ordering for the Tuesday deals. If they don't want to do this promotion, they should tell the main company that they do not want to participate instead. If you chose to participate, please do it properly. We always order from this store and have no issues with them. This is the worst experience we have with them so far. We couldn't believe this would happen. Also you can see the amount of toppings they gave you with this deal from the...

Order quite often from this location and the food itself is usually fine/as expected. Not often you get burnt food but it does happen. But usually when it's burnt, it's not excessively burnt like Pizza Nova or Pizza Pizza.

The main gripe I have with this store is the delivery time. My house basically can't be much closer to this store and yet it is almost always arrives after the estimated delivery time when every other pizza chain, all being farther away from my house, arrives in 40 minutes or less a vast majority of the time, sometimes maybe 50 minutes one in 10 orders. Pizza Hut though is almost always at least 50 minutes and usually 1 hour.

Had a particularly annoying experience where the pizza took around 1:30 hours. Called corporate to ask about why it was late about an hour in and was redirected to someone at the local location who basically just said it was coming. When it eventually came, I asked the driver why it was late and he just said it was busy tonight. After asking if there's any delivery guarantee or compensation and he said there isn't and left. The pizza was cold and we have to air fry it to make it palatable again which is quite unfortunate. Pizza hut used to have a guarantee but they seem to have gotten rid of it in recent years I believe. Not even a sorry or anything which is disappointing. There's always a problem like this every year or two which is to be expected with a pizza delivery service but not even having an apology is...