Hell Pizza Northcross — Restaurant in Hibiscus and Bays

I had a really disappointing experience at this location. We placed our order online, but the website gave us an error message while we were ordering. So, we reloaded the page and ended up placing the order again by mistake. When we arrived at the store, one of the staff members noticed the duplicate order and kindly asked if we had meant to place two. He was understanding and seemed to get that it was a mistake.

However, the situation quickly escalated when the manager stepped in. Instead of trying to help resolve the issue, he bluntly said, "That's your fault, you ordered it twice." When I asked him how many other people had placed the exact same order two minutes apart, he just repeated that it was "our fault" and refused to refund the duplicate. The order was $58, and we didn’t want two of the same meal. I even offered to accept store credit as a solution, but he refused that as well, stating it was "too big of an order" to refund.

In the end, he just said, "Do whatever you want with the second order" and walked away. This was not only frustrating, but it also left us feeling dismissed and unappreciated as customers.

I understand mistakes can happen, but the lack of customer service and empathy from the manager was disappointing. I hope this review helps others decide whether they wish to do business here and makes the store consider better ways of handling similar situations in the future.

TLDR: Website error led to a duplicate order. Staff were understanding, but the manager refused to offer any solution, including a refund or store credit, despite us offering to work with them. Very disappointing...

I'm extremely disappointed with my recent experience at Hell Pizza. As vegetarians, we ordered a paneer pizza, but to our surprise, they served us a chicken pizza instead. This was a major mistake, especially since we specifically asked for paneer. To make matters worse, when we brought this to the manager's attention, instead of taking responsibility and apologising, they started making excuses and shifting the blame onto the pizza maker. The manager was quite arrogant, even going so far as to say that "9 out of 10 pizzas are chicken, so mistakes happen". This attitude was not only unhelpful but also alarming.

Their comment about most pizzas being chicken raises serious concerns about the risk of cross-contamination, especially for people with allergies. This is a major red flag for us, and we would be very worried about eating there again.

We actually checked the pizza before leaving their premises, and it looked like it had paneer on it, so it was hard to distinguish the mistake at first glance. This just highlights the severity of their error and the need for better quality checks.

As vegetarians, this mistake placed a massive burden on our conscience. Consuming non-vegetarian food unintentionally goes against our values, and we were really upset by this experience. Given the gravity of this error, the manager's unhelpful and arrogant attitude, and the concerns about cross-contamination, I feel compelled to give Hell Pizza the lowest rating possible. Avoid this place at all costs. Where team doesn't show leadership and take responsibility for their actions is an alarming signal of their culture and...

I recently visited Hell Pizza Northcross for a takeaway order and tried their new Tandoori Paneer pizza. I specifically requested that no meat be included, as it is currently a very holy month for Hindus—Shravan—during which many refrain from consuming any form of meat. The lady working at the store, who was also the manager, was incredibly understanding and respectful of my request. She assured me that she is vegetarian herself and personally prepared the pizza for me. The result was a delicious, perfectly made paneer pizza. I truly appreciated the care and attention she gave, and I highly recommend this place to anyone who prefers vegetarian options or avoids meat. Excellent...