Pizza Hut — Restaurant in Toronto

Today’s interaction is probably the most disappointing one I’ve had up to date. I usually go to this location, the service is professional. There’s usually a latinx working here who is very knowledgeable and friendly.

I placed my order ahead of time and got there at around 6:40 pm. I didn’t see the usual employee today, which is fine, as I was greeted by a gentleman in a friendly manner as soon as I walked in. I told him I was here for pickup and before giving me my order, he was checking everything in front of me. Which is great, because not everyone does that anymore.

While going over everything, he hesitates and calls over another employee, and they proceed to speak in their language. The gentleman’s colleague then picks up the phone and calls someone. Very confused, I asked what the issue is, since I didn’t see what was inside the box when he was checking over my order. I assumed it was maybe the receipt, as I had a coupon, but it wasn’t appearing on the receipt. So I explained this and that I have the email of it, but they are still trying to figure something out amongst them.

That’s when I ask what the issue is again. The lady that picked up the phone to call someone puts her hand up to me. So I turn to the gentleman, and he explains that they had given my order to someone else and the order in front of me was theirs. As I see that he is waiting for further instructions from his colleague, I wait for her to get off to phone. Once off, she explains that someone else was given my order and that she had just left with it and if I can wait for it, it won’t be long.

Realizing that she was going to give me the boxes of pizza that was taken by someone else, I tell her that I do not want that set of pizzas, I’d like a fresh order. For 2 reasons, 1) with covid, they should not be taking back food, as it is my experience in other places that have made mistakes with my order. 2) having worked in restaurants, prior to covid, we never took back the food that customers left with for sanitary and safety purposes. So I was surprised she had thought to resolve the issue this way.

So they proceed to remake my order and tell me it’ll take 10 min. I finally see the lady come back with the pizzas that were suppose to be from my order, about 7 min later. The lady that seems to be the supervisor, apologized and talked to her a bit and then put the pizzas BACK into the keep warm ovens. Once again, something that shouldn’t be done, especially now more than ever. But I say nothing, as I don’t know what’ll be done with them. Right before my order is ready, the lady counts money with gloves on then turns to the packing table to help pack up my order. I don’t say anything, as I see she isn’t really touching anything food wise. She grabs the pizza boxes and places them down for her coworker to pack my order.

In attempt to place her hand on the table, I notice that it ends up IN the box that my pizza is suppose to go in. She is still wearing the gloves that she had on to count the money. So I’m a little frustrated. When she tries to hand me my order, I bring up my concern of what I saw. She answers with, “why would I do that? I didn’t put my hand in the box.” Since I had watched her do it, I knew that she had and that she probably didn’t notice, as like I said she was aiming to put her hand on the table. We all do things without realizing. When I tell her that I’d like the pizza that came into contact with the box she had touched remade, she told me she can’t do that as she had already remade my order once. The order that was mistakenly given away and that had already left the restaurant for about 10 min (round trip).

So definitely would recommend people watching their orders being packed, as who knows if people have left with the order and come back with it or if people handling the cash/screens are contaminating the food space.

If it weren’t for that, it would have been a good experience. The staff was friendly. It’s just too bad that they weren’t following food...

I recently discovered a hidden gem the Pizza Hut store located at the corner of Dufferin South and Eglinton in Toronto and was thoroughly impressed. The pizza was perfectly cooked, with an exceptional quality of ingredients and generous portions. The staff at this location were friendly and professional, creating an inviting and enjoyable experience. This is undoubtedly my go-to Pizza Hut, and I look forward to returning here often. I highly recommend this location to everyone.

Furthermore, I would like to share another wonderful experience I had at this Pizza Hut. On Thursday, March 20th, 2025, I took advantage of a last-minute "Deal of the Day" and picked up my pizza just before midnight. I am especially grateful to Ms. Ekta, who displayed remarkable kindness, efficiency, and professionalism at the cashier counter while taking my order. She was incredibly helpful and understanding, ensuring my pizza turned out absolutely delicious. Her outstanding service exceeded all expectations, and I cannot thank her enough for her dedication and effort.

This experience showcased the best customer service, which is increasingly rare to find these days. I wholeheartedly applaud the hard work and commitment of Ms. Ekta and the entire team at this Pizza Hut location. They truly deserve more than five stars for their exceptional service and high standards. Keep up the...

I got nothing to say but ordering online makes everything quick and easy and pretty accurate in timing. The pizza I had was a “buy one get one” LTO discount coupon. What a deal right? So why 2 stars? Well, they rounded the price I paid, which last I heard was illegal when paying with card because it can be tendered and settled electronically with the same exact amount. You’re supposed to be rounding prices when receiving a cash payment. I don’t care even if it’s just a penny or two you’re rounding, it’s a hard earned money. Imagine the average customer they have for a year and each and every one of them paid a price that is rounded up? IF I GET CHARGED WITH THE ROUNDED PRICE AGAIN ON MY NEXT VISIT, I WILL TURN THIS BUSINESS IN TO THE...