Pizza Hut — Restaurant in Toronto

I have been to this Pizza Hut location at Birchmount and Ellesmere about 8 to 10 times over the last 20 years. Their dine in customer service is not what it use to be a few years back. My last three visits were disappointing, especially last night. You've probably asking why did I go back there if it was disappointing, it is because my family was getting hungry and we felt like dining in. Plus we haven't had Pizza Hut for a long time and I was hoping the customer service has gotten better. Anyways, we've ordered a medium crown pizza, 3 kids meal, drinks, dipping sauce and french fries with a side of gravy. Our waitress returns to our table and says, "Im sorry, we dont offer kids meals". I replied, "What do you mean, you don't offer kids meals? On the menu it says you have kids meals and you've just taken our order two minutes ago. You should have told us then." Our waitress says she'll be right back. I see her asking another coworker about the kids meal and then she returns back to say, "Nevermind, we do have them." She then walks away and returns to our table 1 minute later to ask us what flavour do we want for our dessert. I replied with confusion, "Im sorry I'm not sure why are you asking?" She says, "Oh the kids meal come with dessert". I was confused why she asking about the dessert when we havent had our main meal yet. I replied "Oh ok.... Kids what flavour do you want for dessert?". They told the waitress what flavour they wanted. Then waitress say, "Oh, only one of the kids meal can have ice cream. The one with the chicken wings. The kids pan cheese pizza doesnt come with the ice cream." Now I'm getting upset, "I'm sorry but you could have shared that information that one of the kids meal comes with a dessert. Instead of asking what flavour do we want.... Anyways since my kids have told you what they wanted, how much is it to add ice cream to the other two kids meal." She replied, "its a dollar something. "Thats fine, add the two desserts to their meal". My wife looks at me and says, "Why couldnt she wait till we're done eating our main dinner?" I looked at her with disbelief that this just happened. Another waiter comes out to serve our fries and says that they dont have gravy. He places the plate and walks away. I called over to our waitress to ask her, "Why did they serve us french fries and to tell us that there is no gravy. You should have told us first before putting the order through." She says, "My manager does not allow gravy on the side.... I know that you wanted gravy on the side but my manager said no." Now my tone of voice started to change and I looked at her and said that "this is bad customer service.... Let me ask you something. If I had ordered the poutine would you or your manger have brought out the poutine to serve us?". She replied, "Yes"..... Who ever is reading this, I hope your getting a good laugh at this..... I gave her a look as if she was crazy. "Are you serious, why does this restaurant dont allow to serve gravy on the side when this restaurant will serve poutine to customers which has gravy on it." The waitress replied, "I know, I get it. I dont know why my manager doesn't allow to serve gravy on the side." I reminded the waitress that this is bad customer service. My wife and I looked over at the next table and we noticed that the family next to us has gotten their pizza before us which doesnt make sense because they came in the restaurant 12 minutes after we had ordered our food. I looked at the waitress and said "Where is our pizza and how long do we need to wait because the table next to us got theirs." "I'll be right back and check on it", she says. 30 seconds later she says, "It just came out of the oven, I'll bring it out shortly"..... We got our pizza, dessert and paid our bill. Now I'm writing my review about my experince and sharing it with you all. I hope you had a good laugh about it.

I gave it two star because the Pizza still...

Had the opportunity to visit Pizza Hut on a Saturday evening, and unfortunately, the experience left much to be desired. I feel compelled to share my negative review to provide an honest account of my time there.

First and foremost, the pricing at Pizza Hut was exorbitant for what was ultimately an average pizza. I expected better quality for the high prices they were charging. The cost seemed unjustifiably steep, leaving me feeling disappointed and somewhat ripped off.

Adding to my disappointment was the poor service I encountered during my visit. The staff appeared disinterested and inattentive, failing to provide the level of service one would expect from a reputable establishment. The wait time for our orders was unreasonably long, and requests for assistance went unanswered or were met with indifference. It was clear that customer satisfaction was not a priority for the staff that evening.

Moreover, it was surprising to learn that Pizza Hut did not possess a liquor license. This absence greatly limited the dining experience, as the option to enjoy a drink with our meal was completely unavailable. It felt like a missed opportunity on their part, and it detracted from the overall dining ambiance and enjoyment.

To make matters worse, the lack of patrons in the restaurant was concerning. Pizza Hut is typically known for its bustling atmosphere, yet on a Saturday evening, it was nearly empty. The lack of customers further added to the disappointment and created an atmosphere that felt devoid of energy and vibrancy.

In conclusion, my recent experience at Pizza Hut left me unimpressed and dissatisfied. The high prices, coupled with poor service, the absence of a liquor license, and the lack of customers on a Saturday, contributed to a lackluster dining experience. It is my hope that Pizza Hut addresses these issues and works to improve the overall quality of their establishment.

Will never return to this location and I hope that whoever takes over the lease once this closes...

Date of visit: 19 September 2024

Time: 8.50 pm

Harman, who took our order was extremely rude. I, and my gf, visited this location together. I went to the washroom and saw that the men's washroom door is blocked by a trash bin. I went out and asked her if the mens washroom was closed. She told me that she was cleaning it and asked me to move the bin and use the washroom. When I told her that I dont want to touch a bin in a public washroom, her facial expression completely changed as if she could not believe her ears I said that. She had the look in her eyes that said how do you dare you say that, although she did not say that. Instead, she almost shouted at me saying that I'll have to wait for 2 min as she will have to take other customer's order first. There was no customer physically present in the store so I dont know whose order she wanted to take first. Then she went on to move the bin out of the way and after coming back did not even tell me. I had to ask her and she finally told me it is done. After coming back from the washroom, we just wanted to see how the dining in part of the restaurant looks like and before we could even put our foot in she shouts at us saying 'Take away customers wait over there'

The floor of the restaurant was completely wet and there was no 'wet floor' sign on display either.  The washroom floor was also wet.

My gf went to the washroom after me and on her way back, she crossed Harman, who (maybe) accidentally stepped on her feet but did not even bother to stop and say sorry.

On a different note, Preeti was a really nice girl who understands customer service and always has a smile on her face.

Pictures and videos attached...