Pizza Hut | CST, Mumbai — Restaurant in Mumbai

Subject: Extremely Disappointing Experience at Your Fort Store

To Whom It May Concern,

I am writing to express my extreme disappointment with the appalling service and treatment we experienced at your Fort store on 29th Nov 2024. We arrived at 9:30 PM, only to face an unprofessional and chaotic environment that marred our evening.

To begin with, there was only one staff member available on the ground floor and one on the first floor, causing an unnecessary wait to place our order, which was finally processed at 9:50 PM. We opted for the Unlimited Veg Offer for 3 people and inquired about its details with your staff member, Mangesh. His responses were inconsistent, unhelpful, and delivered in an unnecessarily rude and frustrated tone, reflecting a complete lack of willingness to assist us. When we asked which pizzas were included in the offer, we were rudely dismissed with “you will get to know above, just go and check.”

Once the payment was made, we were informed—after the fact—that only three pizzas would be served at a time, and further orders would only be taken once those were finished. Moreover, we were told to collect the receipt from the first floor later, even though your system clearly allowed for it to be printed immediately. We were given the excuse that the "back button" had been pressed, which further delayed us unnecessarily.

On proceeding to the first floor, the situation worsened. For 20 minutes, no one cleaned our table, took our order, or even acknowledged us. After several attempts to inquire about our order, the next 10–15 minutes were spent merely on basic table cleaning, arranging dishes, and serving water. It wasn’t until 10:20 PM—nearly an hour after we placed the order—that we were served just 3-4 pizzas with minimal toppings, and the subsequent pizzas we ordered faced significant delays.

The height of unprofessionalism came when Mangesh informed us at 11:10 PM that he would not serve us any more pizzas because his shift was ending. This was despite us being well within the terms of the offer. He argued with us, refused to serve further pizzas, and dismissed our concerns in an unacceptably rude manner. His behavior escalated to the point of asking us to vacate the premises in front of other customers. He even stated that if he had known we wouldn’t compromise on his requirements, he would have refused to serve us altogether.

The food quality was equally appalling. The pizzas were poorly prepared—barely any toppings, cheese, or sauce, and thick, doughy bases that were difficult to swallow. The hygiene standards were atrocious, with filthy tables, mosquitoes hovering around, and a foul-smelling washroom in an unacceptable state. To make matters worse, there appeared to be no segregation between veg and non-veg items, and we suspected traces of non-veg toppings in one of our pizzas, which is absolutely unacceptable for vegetarians like us.

This experience was a disgrace on multiple levels:

Service: Rude, unprofessional, and unwilling staff. Food Quality: Substandard, poorly prepared, and insufficient in quantity. Hygiene: Utterly lacking basic cleanliness. Integrity: Misrepresentation of the offer and refusal to deliver on promised terms. If your store cannot uphold basic hospitality and hygiene standards or deliver the offers you promote, it is better not to advertise them. The humiliation and poor treatment we faced were uncalled for and unacceptable.

We trusted your brand, and this experience has left us feeling cheated and disrespected. I strongly urge you to address this matter with the seriousness it deserves. Immediate corrective actions, both at the staff and operational level, are imperative to prevent such unacceptable incidents from recurring.

Awaiting your prompt response.

Disappointed...

Pathetic service. Staff is slow and ordinary. We ordered Tandoori paneer pizza and chicken tikka pizza. Paneer one was bland and not good at all. And so was the chicken one. Pizza are tasteless and expensive. Even with 50% discount I felt it was not worth the money. This was my 1st visit to pizza hut and only reason of visiting was the 50% off BookMyShow coupon. When we entered the table had to be found by us only and staff did not help. The table was not cleaned and had stuff of previous customers, so we had to ask them to clean it up. Water was given to us after asking for it thrice. We ordered Chicken tikka pan pizza and tandoori paneer pan pizza which we had to tell them thrice to get the order. This is one of the worst services I have ever seen in such kind of restaurant. Tandoori Paneer Pan Pizza: Portion of medium pizza good. The sauce was next to tasteless and toppings were ordinary. Also, the flavor of the cheese was not impactful when compared to likes of Dominos pizza. 2.5/5 on taste. The cost was Rs. 545 which is expensive for what they give. Chicken Tikka Pan Pizza: Toppings were not that much and the flavor was average. I was surprised to see a chicken tikka pizza which was so bland. 2/5 on taste. The cost was Rs. 595. Only this decent about their pizza was the bread which was soft and good.

Also, we had to ask for the bill thrice and stand up from the table to finally pay it.

Overall a pathetic experience at this place. Not recommended to anyone and I am never...

"The three stars is because of the quality and taste of the food which is good. Otherwise I don't understand how the staff has been trained. They don't attend the tables even after calling repeatedly. Even when you call the waiter nearby he listens, ignores and moves away. If this is done purposely then it's actually a shame to Pizza hut franchise. If not then you really need to change the staff because this sometimes turns very annoying."

The review in the quotes above was my old review with three stars which I gave a year back. Recently an experience I had made my change my rating to two stars. The restaurant usually closes at 11pm but this time even at 10:15pm they didn't want to serve. For this they made a person stand outside who denied people to go inside and the same happened to me. So I asked him why and he told me that the pizza dough is finished and then said the restaurant only accept take away orders. This is where I doubted that he was lying because if the dough is over then how can they accept take away orders. So I went inside to talk to the manager and they immediately gave a seat inside. This was not yet over, inside too for 15 minutes they weren't cleaning the left over table even after repeatedly telling them. The staff are turning rude day by day and the pizza hut team needs to take a note of this. If this behaviour towards the customers continue then it will not take a long time for the...