Pizza Hut Kerikeri — Restaurant in Bay of Islands-Whangaroa Community

Complaint Regarding Disrespectful and Discriminatory Behaviour at Pizza Hut Kerikeri

Dear Pizza Hut New Zealand,

I am writing to express my concern and disappointment about an incident that took place at your Kerikeri branch on 8 July 2025. Before placing an order, I asked whether the chicken used in your meals was halal, due to my religious and dietary requirements. As English is not my first language, I tried to ask as clearly and politely as possible. The cashier initially had difficulty understanding me, which I understand. However, she then called another staff member, and both of them reacted in a visibly negative manner — exchanging glances, frowning, and avoiding my question altogether. Despite my repeated attempts to ask, they simply said, “We can take your order,” without addressing my concern.

I found this behaviour highly unprofessional, disrespectful, and discriminatory. Asking whether the food is halal is a very reasonable and common question for customers with religious needs. In food businesses worldwide, it’s standard practice to either provide certification or ensure that staff are trained to answer such questions politely and accurately.

Not only did I not receive an answer, but I was also made to feel unwelcome and uncomfortable — something no customer should ever experience, especially in a multicultural country like New Zealand.

I respectfully request that this matter be taken seriously, and that your staff receive training on cultural awareness and proper customer service. I would appreciate a formal response regarding how this issue will be...

Pizza Hut Kerikeri are an awesome team! They always serve fresh, hot, delicious food, and always deliver on time, if not, earlier than expected - that also applies to having your order ready for pick up even if you're slightly earlier. They know their regular customers by name, and also take notice of what their regular orders are. The staff today outdid my expectations by greeting me by name as I walked in the door, and chatting to me about my preferences, then hooking me up with my 2 favourite flavours (Large ones too!) as a thank you- not to mention also fulfilling my regular (One Box - Pepperoni of course! 🔥😍😏) order! Awesome team and awesome service! Thank you guys 😊

Yummmmmmmyyyyyy One Box for lunch today! 🔥😍 I love the saltiness of the chips and the extra salt in the box 🤤 and the crust was onnnn 👌👌 crispy and crunchy, yet light and tasty. Love the warm welcome by name as usual too! ❤️ Thanks guys

17/01/25 - Awesome as per usual! Beautiful kai, fresh and tasty as always. Thanks for the awesome service as...

This pizza place could be better they need to take the time to train there staff in order to give a better basic standard of service. Apposed to no service then not told it would be longer than 40 minutes of a wait time. We had one staff member trying to pack the deliveries up and do the front counter at the same time this then caused the delay in the delivery. So the people that ordered a delivery came in to pick up their orders as their were 6+ orders waiting and ready to go? But the poor guy couldn't get out the door? This then made the orders cold. Refunds we asked for due to this hour long delay its only Pizza as for the lady posing as a person in charge? All I can say is then take charge and own your space, deal with your disappointment and make it better for Kerikeri or people just won't go...