Pizza Hut Newmarket — Restaurant in Waitematā

A very disappointing experience at the Newmarket branch. We pre-ordered pizza online in advance for a children’s birthday party. Pizza delivery was scheduled for 12pm. By 12:15 we hadn’t received the pizza so rang the store to be told it was on it’s way. By 12:30 it hadn’t arrived so we tried calling the store but no answer. Finally after arranging an alternative lunch for a group of hungry kids the pizza arrived an hour later at 1pm. A call to the Manager in the following week (after not responding to our previous messages) she offered a poor excuse that the store was busy and ‘it happens’. Not apologetic at all and really didn’t care. The message we had wanted to get through was that a simple call or text to explain the delivery was late would have mitigated the situation. Really poor customer service and certainly wouldn’t purchase from...

How can you tell if a business has good customer service? When things go wrong. People are humans: we (staff and customers) sometimes make mistakes, we don't always communicate perfectly, there are differences due to age and culture and experience, etc. So things do go wrong. And that can be upsetting at the time. But this is when it happens, that you will know - really, deep down - how good or dreadful their customer service is. Once the dust has settled, you will hopefully look back objectively and make a fair assessment on how your case was handled. You might even discover goodwill gestures only later on. Anyway, I won't go into details but let me say that Pizza Hut Newmarket demonstrated last night the BEST customer service I ever received in New Zealand. By miles! Even better than what I was used to in the USA and Japan, and that...

I arrive to pick up my order and give the lady my name. She’s a bit confused but gets me my drink and grabs a regular pizza from the warmer.

I get into my car open the pizza and it’s not fresh but at that point I wasn’t even bothered to complain. Then I noticed the receipt and it doesn’t have my name on it, it doesn’t have a drink, and the order was from 3 hours ago. I go in an show her the receipt and she keeps insisting that it is my pizza. She didn’t even check to see what orders were being made in the kitchen. Even after showing my order again on the phone she kept saying it was mine.

I was patient and friendly the whole time so I am not sure what warranted the unpleasant demeanour and lack of apology.

I did get my pizza after another staff...