Pizza Hut — Restaurant in Toronto

I wish there's a number lower than 1 that I could rate this place. I placed an order for a large pizza here at 7:15pm, the guy on the phone told me that my order was placed, he told me the total, then went on for 2 minutes straight if i knew where this restaurant is located. I assured him that i know where it is because it wasn't my first time buying pizza from this location. When I arrived at 8pm (45 minutes later from when i placed the order), the guy in the front desk (his name tag said Gobinda but he claimed his namer is Harry) checked and said there's no order for me and that my order is "not in his system". He then went on to say that I've may have placed the order at another location, which is often what customers do, when i am 100% certain that he was the one on the phone that took my order! He then said that he will continue to put through my order and it will take only 10 minutes to make at this point, and that I will have to wait for it to be made and still pay full price! So, I asked if there is no policy in place - like Pizza Pizza - that allows me to be compensated or even get my food for free because the restaurant messed up my order. He said there was nothing he can do, and after some persistence on my part, he said he was willing to offer 2 dipping sauces for free as a compensation! I then waited for the next 10 minutes for my pizza to be made. After about 12 minutes, Gobinda/Harry went into the back, and sent one of the other employees with 2 boxes in his hand to inform me that, they were out of large pizza boxes and that they had to cut my pizza in half in order to fit it into 2 medium size boxes and at this point, they are just going to give me the pizza for free because they messed up so badly. When i asked about the dipping sauce, Gobinda/Harry returned to the front to inform me that he can no longer honour that since he's already given me a pizza for free. What's even more disappointing than messing up my order is the attitude of the staff and poor handling of customer service. I am never going to order from this restaurant again! And i don't recommend anyone else to...

One of the worst customer service experiences I’ve ever had and I say this specifically about the cashier at this Pizza Hut location. The staff member at the counter (a woman wearing a hijab) was extremely rude, unprofessional, and arrogant. When I asked for her name to report the behavior, she outright refused to provide it. Unfortunately, based on other reviews I’ve read, this is not an isolated incident. Multiple customers have called out the same individual for poor behavior, which raises a more serious concern. Why is the owner allowing this to continue?

To make matters worse, the owner appears to only respond to positive 5-star reviews and completely ignores complaints like these. This lack of accountability speaks volumes and reflects poorly not only on the store but also on the Pizza Hut brand as a whole. It’s truly a shame, because Pizza Hut has great-tasting pizzas but with this kind of customer service, I would never return to this location or recommend it to anyone. Being situated in downtown Toronto, I would expect a higher standard of professionalism and courtesy. Sadly, this store fails miserably on that front.

I hope Pizza Hut corporate takes note and addresses the ongoing issues at this franchise before more customers are lost due to poor service and...

First - I ordered a large cheddar bacon ranch from this location. A cheese pizza came instead (the fact that I realized after biting into one of the slices). I called the location, and the rep gave me two options:

A) accept the cheese pizza, along with a $10 credit for my next order; or B) return the mistakenly delivered cheese pizza so they can “clarify what the issue is”, in exchange for a new cheddar bacon ranch.

I wasn’t sure why they were insistent on returning the wrongly delivered (and partially consumed) pizza, but I chose option B.

I then received delivery of a new cheddar bacon ranch. This is what you see in the photo.

I could immediately notice that some of the slices were from a different pie.

Why would they be substituting slices from another pie??

Then I realized that they wanted the mistakenly delivered cheese pizza back so they could “clarify”.

I called the location to ask if they recycle pizza slices. The rep (obviously) said no. But I threw out the pizza anyway. Wouldn’t you?

It’s a shame, because I’d been otherwise content with this location until today. I won’t obviously be reordering from these guys ever again, but an extra star is for past experience.

Just beware, and check to see if some of the pizza slices don’t fit...