Pizza Hut — Restaurant in North Island

Opening night, absolute shambles. Still taking orders and showing a 25 min wait time via online ordering after a wait of 2 hours for some people. At least 40 people lined up unable to be served. Poor management / organization, no communication to customers about what was happening. Felt really sorry for the young girl on the front counter. Once we managed to get to the counter it took 3 encounters with staff and 15 mins to find out what was happening. After 2hrs 20mins we cancelled order. Name and number were recorded to organize refund the next day. Owners posting 5 star reviews is very dishonest, you know you dropped the ball, own it! One even has his pic on his profile so no doubt here. No refund or communication the next day as promised. Returned to store 2 days later to sort refund which was given back in cash. Gave them the opportunity to put things right as obviously not happy waiting over 2 hours for nothing with a hungry kid. Very poor attitude of staff member who just saw us as a problem he wanted to go away. Was told to come back in an hour, returned, told to return again in another hour. Eventually spoke to manager who was the first person to apologize and after requesting compensation gave us a free pizza. Good move on their part as we will likely return now and give them another chance, even though 1 pizza didn't really cut the long wait, failure to refund the next day as promised then multiple visits to someone with a very poor attitude. Will update rating based on next visit. Lose 1 star for the 2 hour wait, 1 star for the muck around with the refund, 1 star for rating your own store! If you guys have any decency, you will remove your own reviews, this is a small town and we notice these things! Increase your ratings the honest way like everyone else but actually...

I hate giving negative reviews but unfortunately this one is well deserved. I ordered Chicken/Cranberry & Garlic Prawn large pizzas tonight. The base (pan) was uncooked in the middle, really doughy, not soft & fluffy like other Pizza Hutts and completely tasteless. I counted 3 pieces of chicken on the whole pizza and barely a sniff of cheese. The garlic prawn had some kind of weird herby sauce which I guess was supposed to be the garlic component? It was too strong and overpowered everything else. There was also either a sour ranch or aoili dressing on top which clashed with everything else and was very unpleasant. Please someone, take some kind of cooking lessons or ask for some help from head office. This was our third time ordering and I guess we are slow learners because theres been no improvement. For us it was a waste of our hard-earned money. ...

So I ordered pizzas last night at 5pm for delivery at 7pm. Had an understanding that they might be slammed with opening night. However, come 11pm I had had no contact from the store and also surprise,surprise no pizza. Despite multiple calls to the establishment there was no answer. I drove to pizza hut today to seek a refund and they put my name on a list. (A very long list) and said someone will be in touch. Their store is now shut and have not been picking up the phone all night. I get that opening night was probably the worst night to order but zero contact despite a personal visit to the store..... Take some...