Pizza Hut — Restaurant in Town of Cochrane

2 HUGE thumbs down. We placed an online order for pick up and had someone that was coming over pick it up for us. We picked up at 5:45. When it arrived, we realized they had given him the wrong order. Annoying, but no big deal. I call the restaurant at 615 and was on the phone with them for 20 min. They continually put me on hold for 5+ mins and were difficult to talk to. They said it was busy tonight so the orders probably got mixed up. Again, annoying but no big deal!

This is where it starts to turn into a big deal. They say they can put a credit on my account for the entire order for next time. I let them know that we are hungry and would like the order tonight. They till me I can come back and pick it up or I can pay a $6 delivery charge and they will bring it. I ask why they can't pay the delivery charge since it was their mistake, not mine. They say they can't. We go back and forth and eventually they say they will pay the charge but the delivery will take half an hour to an hour. I said fine. I had them confirm what would be sent. He said what we had ordered in the box (2 pizzas, breadsticks, wings, cookie, dips, & 2L pop).

Driver arrives with order at 730 (almost 2 hrs. after picking up original order). I thank him and ask for the pop. He says the restaurant didn't give him one. He said he would let the store know and I again thanked him. I called back at 735 and spent another 20 mins on the phone with them. At first they were telling me that the person at the counter confirmed he gave us the pop when we came in. I confirmed we did and offered dash cam footage if need be to prove. I mentioned that the person I spoke with earlier said the orders were mixed up so yes, the pop was probably given out but to the wrong person. They again said I could come in to pick it up or they would deliver it with a $6 delivery charge. I told them that was ridiculous as none of this was out fault and we should have to pay for their mistake. I asked him to refund the order and he said he did and it would take 4-5 business days to show up. I asked for an email confirmation of the refund and he put me back on hold. When he came back he said, we have already filled your order and given you "extra pizzas" (the wrong ones that I never ordered). He said they called the owner and they said there was nothing more they could do for me. I told him, you haven't given me what I have paid for. I paid for the pop and still don't have it. He said I am sorry, there is nothing we can do!

Now don't get me wrong, I totally get it. First world problems. The problem here is the way I was treated when all I was asking for was what I paid for. Buyer beware. They clearly are not customer focused and are not concerned with making things right or not. It has been a long week and this Mama just wanted to have some pizza and pop with the minis. Instead it turned into a 3 hour debacle where I got ripped off cause they messed...

I usually love Pizza Hut and the food was definitely good however my recent experience wasn’t great. I ordered a drink to go along with my meal and when the driver arrived he had forgotten my drink and only realized after he had left. It had been a minute at most when I called Pizza Hut they told me the driver would bring my drink. I waited for 30 minutes before calling again to ask where my drink was or ask for a refund, when I was told that it would take another 15-20 minutes before my drink would arrive I opted to ask for a refund instead. I was told that there was no refund policy and they could either give me credit or I could wait for the drink. I asked for a refund just for the drink they refused and said that due to their no refund policy they could offer me the credit for the drink, when I agreed to the credit I was told that it was not something that would be applied to my account but I’d instead have to call the restaurant when I placed my order to ask for a free drink. Given that I ordered on the app and not over the phone there is not a situation where I would want to call the store to ask for free things when I have no guarantee that they will either remember or actually honour the credit.

If I was able to receive the refund I requested or if they remembered my drink I would not be upset whatsoever as I did enjoy my meal but it is unfair of a restaurant to not offer a refund for their own mistakes. I did ask to speak to a manager who was not present so I do not fault the employee who answered the phone as it wasn’t his policy but the management should have a policy put in place to rectify...

This is a difficult review for me to write. I like Pizza Hut food. The food is always good and consistent. The delivery staff is another matter. Last night the delivery driver just dropped our order on the front porch and left. Of course the pizza and wings were cold when we found them. My wife called the store to tell them what happened and got an argument from the manager. Poor, poor customer service. The manager asked the driver if he delivered the order and the driver said yes. I beg to differ, delivering hot food is NOT delivered until the customer personally receives the item. We were 4 meters from the door sitting in our living room WAITING for the delivery if he rang the bell or even knocked we would have heard it. NOTE: If someone from corporate or region is reading this review, please have a delivery methodology and customer service conversation with the...