Pizza Hut - Borella — Restaurant in Colombo

I had a deeply disappointing experience at Pizza Hut recently. We ordered the Rs. 5500 Iftar package, which clearly advertised one large classic pizza, one medium classic pizza, one garlic bread, 6 pieces of Wing It, one chocolate caramel crunch, and a 1.5l coke. However, we were charged Rs. 5840 (including an unexplained service charge) and given no bill.

Even worse, the order was incorrect. Instead of the advertised items, we received the Rs. 4750 Iftar package – the same pizzas, two portions of garlic bread, and the coke – missing the Wing It and the caramel crunch entirely. When we questioned this, the staff claimed this was the Rs. 5500 package, implying we'd have to pay extra for the missing items.

After reviewing the promotion online, it became clear we were misled. Their response to my complaint was that the extra garlic bread was a substitute for the Wing It (it wasn't even a comparable substitute!), and we could collect the missing caramel crunch at a later date. This is unacceptable. We essentially paid an extra Rs. 1000 for a downgraded meal and extra inconvenience.

This was not just a simple mistake; it felt like a deliberate attempt to overcharge us. The lack of a bill, the inaccurate order, and the poor customer service are all major concerns. I strongly advise others to proceed with extreme caution when ordering from this location. Pizza Hut needs to seriously review its promotion practices and staff training to prevent similar incidents from happening again.

I reached out to the owner over a week ago regarding an issue, and although I received a comment stating they would look into the matter, I have yet to receive any follow-up. When leaving a negative review, their typical response is simply that they'll investigate the issue, but no actual action or communication has been taken. I'm extremely disappointed with the lack of responsiveness, especially since Pizza Hut used to handle such situations much differently in the past. Sadly, I will never return to...

Place is fine, so is the food. Ordering is solely up to the customer, there is no pressure from a waiter, which is a nice change from the usual way the things are done. Not suitable for a large group of people, maximum group size the place can cater at one time is 8 people, with the possibility of cramming extra two or three people at most. The washrooms are in a roundabout location, accessed through a garden & with a number of doors inside to separate the urinal & the comod, which is a good design choice, considering the space. Temperature was also in an acceptable level, that could be because of the extremely hot weather though. After ordering, you will get a stand with a number, which you should keep on your table. I'm guessing people sitting on the other side of 'the wall in the middle' might not see the TV if that is a...

Pizza Hut Borella has always been a go-to spot for us during our Faculty days, simply because it was the closest and honestly, one of the most reliable! We visited frequently, and the service was consistently excellent every single time. The staff were friendly, efficient, and made sure our orders came out just the way we liked. The food quality is exactly what you’d expect from Pizza Hut - tasty, satisfying, and always dependable. My favourites have always been the Meat Lovers and the Double Chicken & Cheese pizzas, these are absolute must-tries if you haven’t already! A great place for casual hangouts, quick meals, or group meetups. Still one of my top picks for...