Pizza Hut - Kiribathgoda — Restaurant in Western Province

On May 3rd 2023 I placed an order worth Rs.5568.50 from Pizza Hut Kiribathgoda branch and paid the delivery person through my debit card. After receiving my order, the bank alert which appeared on my mobile phone stated that the payment has been made twice. Then I called the relevant bank’s customer care division and they confirmed that there has been a double charge. I was given a code number by the customer care agent and was asked to pass it to the Pizza Hut in order to reimburse the additional payment. Next I called Pizza Hut again, and they said that they will inform the Kiribathgoda branch and the branch manager will get back to me. I never received a call from that so called manager. After a while the delivery person called me and said that he had to swipe the card for the second time since the first transaction was declined. Then I explained the entire scenario to the delivery person and he replied saying “ehema wenna widiyak na miss, bankuwen check karala balanna” And he insisted that I go to the bank and check and get a confirmation from the bank and come to the Pizza Hut Kiribathgoda branch and prove it so they can give me the cash.

My issue is where this so called branch manager of the Kiribathgodda Pizza hut until all of this happened, as I was expecting a call from him (as stated by Pizza Hut) and not from the delivery driver. Are the delivery drivers the decision makes who manage the outlet operations?

End of the day I had to waste an entire half day at the bank. Where as I could have got the job done over the phone if Pizza Hut did their duty efficiently.

TOTALLY DISAPPOINTED PIZZA HUT ...

14/05/2024 Update.

Even their order tracking doesn’t work. Their website shows the order is ready to pickup, but upon arrival they say it’s not working correctly and order is still not ready. If it’s not working why is it even there. What a joke

21/04/2024 Update.

They converted this to a “all female staff” location & rest is history. Staff is inexperienced and food quality reflects that. They have no idea about how their systems work at all.

Ordered a pasta and it was half raw. Cheese wasn’t even melted fully. That’s the current state. Better try kadawatha or Makola pizza hut. “All female” good job pizza hut😂

AC is not even cooling during the day time. Flies inside the restaurant, all over tables. Disgusting 🤮

Busy place during night hours. Order online, pick up, park & pick & dine in is available.

♿️ No wheelchair accessible entrance.

Service is fast but there are some major issues. We ordered pizza, spaghetti, coke &lava cake. They served coke first and the pizza. After few minutes they served the lava cake and we were waiting for the spaghetti. However after 15 minutes I went and asked the counter they had made it a take away, which in any way was not mentioned by us or on the bill, then they served us with the same takeaway packaging which had been sitting on the counter for quite some time and was not hot as expected.

On another instance in a park & pick, they only provided with one order when there were two orders.

Many mistakes are being made by the staff & they need to make sure to pay attention and serve...

I regret to say that my experience with Pizza Hut Kiribathgoda outlet was nothing short of disappointing. I placed an order at 19:49 which was supposed to be delivered by 20:19. However, what followed was an utter disappointment.

The order, which was supposed to take approximately half an hour, ended up taking a shocking two and a half hours to arrive. Yes, you read that correctly ! Two and a half hours for a simple pizza delivery. To make matters worse, the order was dispatched from the outlet at 22:07 and only reached my doorstep at 22:19.

Throughout this ordeal, I attempted to contact their hotline four times. The first agent I spoke to not only seemed disinterested but also had the audacity to cut the line when I began to express my dissatisfaction. (Unfortunately I don't remember the name) The subsequent three agents (one is Eranga) I spoke to promised to contact the outlet and assured me they would call back promptly. However, not a single one of them bothered to follow up, leaving me in the dark and frustrated.

This level of incompetence and disregard for customer service is simply unacceptable. Pizza Hut Kiribathgoda outlet has not only failed to deliver on their promise of timely service but also the call centre demonstrated a complete lack of respect for their customers' time and concerns. Needless to say, I strongly advise everyone not to order from this outlet. No wonder why the International Chains getting banned in...