Pizza Hut — Restaurant in West Lincoln Township

This is my SECOND attempt to order from Pizza Hut Smithville location. The first time was a complete let down in all aspects. (Ordering process, not fluent in English, size/quantity for the price, delivery was an hour late, and they forgot our drinks) That was in 2022.

3 years later, I decided to give them another try because I recently enjoyed Pizza Hut at my friends home in Hamilton and it was really good. I called Smithville Pizza Hut to order.... "Hi my name is Melissa, is this for pick up or delivery?"....Delivery. "What's your phone number?".... I gave her my phone number. "What's you name?"....Why is my name even relevant for a delivery order?? 🤷‍♀️ I said, "the question you should be asking me, what is my address?!" Then she asks me what city I'm in? I told her I was in Smithville and asked what city she was in? She was at a call centre in TORONTO! The local "Smithville" number Pizza Hut uses gets rerouted there. I asked if it was possible to speak to someone at the Smithville location to place my order? "Okay, please hold, I will connect you". After 3-4 minutes.... "Your temporary password has expired. Please contact your system administrator". ...Dial tone. 🤦‍♀️

But wait, it doesn't end here! I try ONE MORE TIME! 🙄

"Hi, my name is Melissa. Is this for pick up or delivery?" I asked her if she was the same Melissa I had just spoke to minutes ago?.....no sound. I said "Hello! Are you there?".... Dial tone again!

I won't bother to try Smithville Pizza Hut EVER AGAIN! This small town already has Nino's pizza, Gino's pizza, and also the Smithville Pizzeria! Pizza Hut won't survive here with the service...

Worst Service! I ordered a veggie pizza (minus) NO mushrooms because my husband is allergic. The pizza was delivered and guess what ????? Covered in mushrooms!!!! I called and they said I would have a credit on file for another veggie pizza. I called and they told me they would have to call me back to check my history. I waited 35 mins and called them back! They said they checked and I have a medium cheese pizza only and I told them I have never ordered a cheese pizza and again she said she would have to call me back in 10 minutes!! 25 minutes goes by and she says no the manager says only cheese. I live in a small rural town and unfortunately it’s being bombarded by people who do not speak proper English and cannot understand our English. As a consumer this is so frustrating and they simply don’t care! Service has definitely gone down hill!! People do yourself a favour and take your business elsewhere and let them feel what we feel which is a total letdown!!! Goodbye Pizza Hut in Smithville . Went to Gino’s in Smithville, not only was the service amazing, the young lady brought my pizza out to my car!!! WOW!!! I was so happy I ran in to give her a 5.00 tip and told her I gave up on customer service until her! Best outcome to a horrible experience with Pizza Hut. Ginos has it !!...

This feedback pertains solely to the call center, not the Pizza Hut restaurant itself. While in the parking lot today, with twenty minutes remaining before the order window opened, I contacted the restaurant directly. An employee, whose accent suggested an origin outside of Canada, informed me the store was closed. I corrected this, noting the store was clearly open, and requested confirmation of the store's operating hours, a request which was denied. My subsequent request to speak with a manager or supervisor was also refused. This interaction was highly unprofessional. To the restaurant's employees and owners: this review highlights a serious service issue impacting your business. The store was undeniably open—I observed employees working and have photographic evidence with a timestamp to support this. Despite this, the call center employee refused to accept my order. While your food is excellent, immediate attention to improving customer service is...