Pizza Hut — Restaurant in Richmond

If I could give it a no star review, I would. It is a combination of the mistakes of the delivery location intake (by Jeab) to the most appalling delivery driver (Oleksandr) ever experienced.

We made a special delivery request the night before my 2yr old’s birthday event at JelloLand in Richmond, which is basically a 10 min drive at most from No. 3 / Francis Pizza Hut.

The delivery was slated for 12pm (yes, fully aware on a Sunday that Pizza Hut opens at 12pm, hence we called the day before and we were told it could be done). If it couldn’t, let us know, we move on.

At 12:15pm, the pizzas still have not yet arrived and the problems with this were the starving 50 adults and kids, and we only have a 2 hr limit before we had to clean up AND leave. By now, we have just an hour left.

We called Pizza Hut and we were told the driver was on his way, which they admitted that they were late despite they said they could make 12:00pm happen.

We waited until 12:25, knowing that it should have arrived, we were told that the driver was lost and had called us twice, but we never missed any calls. This is when they first discovered the address and telephone numbers were recorded incorrectly. So naturally they couldnt reach us, but stated that the driver was still waiting nearby.

We waited until 12:35, and the driver still failed to show up, I called to file a complaint as we now have only 50 min left to eat, cut cake, clean up and vacate the establishment - we know that this was not possible to do everything given the time anymore. If the driver was indeed nearby, there is no reason why it’d take 10 minutes to drive across the parking lot, or wherever he was.

As I was on the phone complaining to the manager, the driver, Oleksandr, finally showed up. I was naturally upset at the whole situation and certainly raised my voice because this was a problem on both fronts: wrong intake, wrong delivery address, massive miscommunication on Pizza Hut’s part with the driver, but also the driver was STILL late after confirming the address and the telephone number.

The driver right away tried to justify why he was late, which was already understood before he arrived, but what I couldn’t understand was why he was late for another 10 min on top of the time I had called, which by the time he tried to argue his point, we had less than 30 min left. Yes, good bye to cake cutting, my kid’s first birthday event post Covid, while still listening to justification that no one wants to take any responsibility.

I told the driver I wanted to pay for the pizza, so kids or adults need to not wait any longer. He demanded that I understand his point and that I was rude and should not have raised my voice at him. He wouldn’t let me pay and started shouting back profanity and dropping the “F” bombs with name calling outside of JelloLand loud enough for kids to hear inside. I was on the phone with Pizza Hut while this was happening and even they heard this over the phone.

My guests came to calm the situation and even the owner at JelloLand came to diffuse the situation so we could pay for the pizza so no one else was waiting because he simply did not want to complete the delivery until he made his point. They wanted him to leave because his F bombs with 2-5 year olds were totally unacceptable no matter what the miscommunication was about amongst adults. Not once, did I speak in profanity back at him. And yes, he was still tipped, despite all of this because my brother in law paid on our behalf first so Oleksandr could just leave without causing more scene, while I was on the phone with management.

Before he left, he demanded for respect and gave me the middle finger as he drove away.

I spoke to the acting manager over the phone during this whole time, and I received nothing but a simple apology for planning birthday party request in advance, starved guests and kids experiencing profanity, rush to finish and clean up, and worst of all, a driver that displayed pure disgusting behavior in front of all the children. Pizza Hut on No.3 and Francis, 1...

Congratulations guys, you earned this review!!! My first ever 1 star review!! I really wish you guys could get your (*) together and have better arrangements for in-store orders. I ordered wings in this store at 19:06 & was told about 20 minutes to get them ready. No problem, you guys seemed busy so totally understandable. I went back at 19:39 to pick up I was told another 3 minutes, waited another 5 minutes to found out that they couldn't find my order. Gentleman in kitchen asked lady at front if she could find order number then it would be easy to track it. She went inside kitchen & said she can't find it (overheard her). She came back & said it's gonna take few more minutes. I asked how many more minutes she said another 5 minutes. Then I realized they didn't prepare my order and probably going to make new order for me. I told her to cancel my order & refund me which she did. Not the issue with time I spent, I totally get it you guys were busy & I can't expect you to do magic but what upsets me is that I wanted to have wings as it's been quite a while since I had pizza hut in Alberta (they did much better job at organizing orders). I don't understand the hell you keep track of your in-store orders? Is there any order sequence that prints out & you stick it in kitchen? If yes then how come it wasn't printed out & handed over to...

I wish I read the reviews before ordering from this location. First, this location often doesn’t pick up the phone so you get connected the main Pizza Hut dispatch. Second, the delivery person was extremely rude and was swearing in front of children. He refused to give me my order because he wanted to explain why he was late first. I made a large order the day before and it came 40 mins late due to an error on Pizza Hut no.3 road. They wrote my phone number and unit number of the establishment I was at incorrectly. I called them 15 mins after when it should have arrived and they just said that the driver was on his way. I called again 10 mins later and they said he was there but he wasn’t. Not sure why after clarifying the address that it took him another 15 mins to arrive because he stated he was at the other size of the complex. Overall a bad experience due to this highly inappropriate and rude...