Pizza Hut Addlestone — Restaurant in Borough of Runnymede

Ordered delivery 2 weeks ago and were told delivery would be 40 minutes; pizzas arrived cold and 70 minutes late. We complained and were promised a discount on next order. Tried to order last week and we were refused discount; we were told by the employee that there were no records with our account; weren't entited a discount and the lady that had dealt with us had left......strange that he had that detail and not our account details!!! Asked to speak to the Manager and we were told that there was no Manager on site. So we didn't place an order and decided to go with a competitor. We tested the waters today and ordered again, for our sins, and were told that we DID have a £10 discount on our account, so happily placed an order with, I must admit a helpful , friendly lady, who also said that the order would take 40 minutes. Food still hadn't turned up after an hour and a half; we rang to chase up only to be told they were too busy, the Assistant Manager hung up the phone while I was still taliking! The food eventually arrived 10 minutes later after the call, stone cold again. ... Will never order from here again........Thankfully we are moving do a different district! Didn't want to put one star but had to, to report the review! However, I managed to speak to the ACTUAL Manager in the end, Kinga, who has only been in the position for one week, and yes I did give her grief and told her that she needs to re-train or re-staff her employees! Straightaway she refunded us the whole meal as we decided to order from elsewhere. I wish her all the best with her new, challenging role! I would advise future customers to speak to the Manager (not Assistant Manager) when ordering from the...

Shocking pizza, minimal cheese, even less sauce. Ordered for collection, not ready when they claimed it would be. Avoid.

Edit: I contacted Pizza Hut prior to making this review to see if they wanted to resolve the matter.

The response I received “Hey Paul,

Thanks so much for reaching out to us.

We’re really sorry your pizza from Addlestone on the 6th of August, wasn't up to scratch – we really appreciate you letting us know so we can look into this.

We’ll be sure to pass your feedback on to the manager, so they can review directly with their team and ensure standards live up to expectations in the future.

We hope to see you in a Hut again very soon!

Best wishes,”

Definitely won’t be returning anytime soon. Included photos and a video showing lack of cheese and sauce.

CEO...

Unbelievable service tonight, I ordered online received someone else's order with their receipt, name, address, phone number all there, which means they have my details too, I called up complained and was told they would re make my order and send it again an hour later I called up to find up how long it would be as at this point I'd been waiting two hours for my order, to be told they haven't even remade it and have no idea what I'm talking about then I was asked if I wanted them to make the order and send it?! Dude I know I can't get you to refund me because this store makes you request it online which doesn't even get refunded when you do of course I want the food, I don't care what the kids say I'm never ordering from there again it's a shambles always something that goes wrong...