Pizza Hut | Lulu Mall, Trivandrum — Restaurant in Kerala

On 07/09/2025, I, along with my wife and 5-year-old daughter, visited your Pizza Hut outlet at Lulu Mall, Trivandrum. I ordered a pizza for my daughter, while my wife and I chose food from a nearby outlet since we generally do not prefer pizzas.

While seated, we noticed that several other customers were also consuming food purchased from outside outlets. However, your staff specifically approached us and insisted that we move out, despite the fact that my daughter had only half-finished her pizza. I politely pointed out that there were no visible notices or boards restricting outside food within the premises. Still, your staff behaved in an unaccommodating manner and asked us to leave. This was extremely insulting and uncomfortable for us as a family, and we had no choice but to leave with the half-consumed pizza.

Furthermore, at the billing counter, I was informed that I would receive a balance of ₹7 at the time of checkout. However, when I requested the same, the staff demanded the bill copy – which was never provided to me in the first place. When I asked for a complaint book, the staff refused to provide that as well.

This experience has left us deeply dissatisfied. The lack of basic customer service, non-issuance of a bill, and denial of a complaint book reflect poorly on Pizza Hut’s service standards. Unfortunately, this will be the last time we order from your outlet unless corrective measures are taken.

I request you to kindly look into the following:

Why was a bill not issued for my purchase?

Why are customers treated differently when others were also consuming food from outside?

Why was a complaint book denied when it is a customer’s...

I am sharing here a very pathetic experience which was experienced by my friend and wife.

"Had a horrible experience @ Pizza Hut, LuluMall trivandrum last night. I went there with my family for dinner. The restaurant was half empty. We went and sat at a table, but it was not clean. We asked the store manager to get the table cleaned and his response was they are understaffed for the day and cannot clean now. He directed us to another table, but the metal chairs were not comfortable to sit on. I asked one of the staff who was walking around if he can help with the cleaning, and his response was he doesn't have time.

He was very arrogant and his next response was why don't I get someone from home to clean the table. We were really shocked to get such a response. The store manager quickly took him inside the kitchen. When I questioned the store manager on his staff behaviour, his response was it's his staff and he's free to behave the way he wants. We just left the restaurant immediately without having food.

We always used to love the Pizza Hut experience both service and food. But this was something totally unexpected and we as a family have decided not to walk into that restaurant in future.

My Q to you, is this how you want to run your business? Do you encourage such behaviour from your staff? Appreciate some action from your side to make your places more customer friendly"

A mail was sent to pizza Hut, but no...

I recently visited Pizza Hut at Lulu Mall, Thiruvananthapuram, and tried their Sausage Pizza. Overall, it was a fairly average experience, deserving of a 3-star rating.

The pizza was served hot, and the presentation was appealing. The crust had a nice texture—crispy on the outside and soft on the inside. The sausages were flavorful, adding a smoky and savory bite to every slice. The cheese was melted perfectly, giving that satisfying stretch with each bite.

However, the pizza fell short in a few areas. Firstly, the toppings felt a bit sparse, with only a few pieces of sausage scattered across the pizza. I was hoping for a more generous portion, especially considering the price. Additionally, the seasoning was a little underwhelming, lacking the bold flavors I expected.

The service was prompt, and the staff was courteous, which added a positive touch to the visit. The ambiance of Pizza Hut at Lulu Mall was comfortable, making it a good spot for a quick meal.

Overall, the Sausage Pizza was decent but didn’t quite meet my expectations. With a bit more attention to flavor and topping quantity, it could easily be a...