Pizza Hut — Restaurant in Surrey

Ordered a pizza thru the app on Sunday the 29th at 6:21. Got an email saying delivery would be 6:51. I called at 7:12 and they said it would be 3-5 mins and that it was a busy night. That was still almost an hour for delivery but ok, some slack cause they are busy. No pizza came. Called again at 7:42 and they said they would reach out to the driver and put me on hold. After a few minutes, the call dropped. I called back, no answer and was routed to the call center. They said they would connect me directly. The store did not pick up. I called the call center again. They did not pick up. I called from my wife's phone and they picked up and now I said I wanted to cancel the order and this was ridiculous and just terrible service. They put me on hold. As I was on hold (8:00pm now) the pizza arrived. The driver said he had delivered earlier to my neighbor. He was rambling and seemed frazzled and said something else that deeply concerned me but won't say here.

I received emails from Pizza Hut asking me to rate the experience and I said to call me as I had a lot to say. No one from there has contacted me. I went to the store the next day and Google said it was open at 10:30. I went at 10:37 and they were closed. Overall, this was a horrible experience from the store to the call center to corporate. We order from a different location for work functions and never had a problem. I guess they lose our business too as even Head Office can't figure out how to offer good service. DO NOT USE...

I placed the order on Sept 13, 2025 from Panorama Surrey location for a large pizza and pasta. The lady I spoke to on phone named Gaganpreet Kaur has ZERO customer service etiquettes. Firstly, she did not even know the toppings. Not knowing something is fine but she literally argued with me over it when all I simply asked for was not to put any olives in the Mediterranean Con Pollo pasta as I am allergic. She said the pasta doesn't have any olives anyways. When I told her that app menu shows it comes with olives, but regardless of what app menu says just don't put any olives for me...she literally argued over it. After that, she raised her voice because I asked her for half and half pizza (Half Veggie and Half Margherita) saying they cannot do half and half pizza which was weird because I always get half and half. I told her to simply cancel the order as I didn't wanna eat from there anymore and transfer my order to different location. She said she did not know how to do it. I asked to speak with her manager and she said she was the manager which took me by surprise because as a manager she had: 1) Lack of knowledge about menu 2) Zero customer service. Anyways wasted my whole hour and ended up calling Fraser Hwy and 159 st and they gladly took my order. I've been to Panorama location before and other staff has always been super nice and friendly. But was very disappointed by this lady. Won't go to...

I have always gone to this location but probably not anymore after the service I received last night. The manager did not even look at me when I went into the store and I was the only customer there. She was so busy doing whatever on her computer. Upon asking "hello, if my order was ready", she gave me a mad look and just went inside, without even saying anything as if I disturbed her peaceful time. And when she brought the order to the counter, it was a sealed box, she opened the sealed to check if that was my order. I almost did not want to take that box with me but I stayed quiet and politely asked for dip options. Her reply on that was so rude, I mean if you are not having a good day, you still need to act a little calm at your job, especially working in customer service field. While she opened up my sealed box to check my order, another older lady from back came to the front and was peeping inside that box and they both gave each other a weird look. It just made me feel so disgusted. I did not want to create a scene because I was tired after a long day at work. So I just grabbed my order and threw it in the dustbin because I wasn't sure why they had to open the box when clearly order no. was written on it and then those both ladies (manager and the lady from back) looked at each other. Would never ever go back to this location ever. For reference, it was around 9:30pm...