Pizza Hut — Restaurant in East Cambridgeshire

NO REFUND, NO CUSTOMER CARE* Unfortunately it's not possible to give a zero rating. We ordered online and requested a delayed delivery (well in advance) for 19.45 at 20.45 we tried to call to find out if the order was even received. There was no answer on the phones, so I had to drive to the store, 2 hrs later. When I arrived at the store, there were already. Any customers in the same situation. The staff were deliberately ignoring the phones, their attitude was beyond disgusting to other customers. When I was at the front of the counter, a guy asked if they had his order, to which they just replied yes. No explanation, or apology. I requested a refund and the manager informed me that they are unable to refund as booked on line, that we must use the customer service hotline. During this time, my wife called to inform me that the order had arrived, however it was missing the chicken wings she ordered. The manager did give me a box of wings after doing his best to ignore the customers. When I arrived home, the food was stone cold and all appetite was lost. I called the customer service hotline who asked if the store ordered us any refund or compensation, the manager had obviously lied about being able to do anything in store. The customer service hotline said all they can ask is if the store is willing to do anything. Ironically this afternoon a message has arrived informing me that they declined. As we were at the cinema I spoke to the manager again who said he refused as the staff work hard and need to earn money. Not exactly tactful, so I don't work hard? I'm okay to throw away £29? He did say that a £20 voucher to spend in store would be sent, however with his previous lies, I don't for one minute believe him, and why on earth would I spend more money there. He told me that it was 20 unsatisfied customers last night, a number I doubt. When I explained that due to the way they handled the situation, they have potentially lost 20 customers it seemed to click in his head, that around £600 of orders from one night lost for next time. They unfortunately bring the pizza hut name down for us, we will never use again in the UK. All they needed to do was inform the customers in the store of the delay and call customers waiting, just acknowledge the problem, and treat their customers as valued customers. Please take this as a word of warning as we should have looked at the other...

Unfortunately having to change my review. Never had a bad experience with them before but after having some bad news today I decided to make an order. Order went through fine via app kept me updating on the status etc however around the time it was expected it didn’t turn up, fine I’ll wait longer so waited an hour and a half, still didn’t arrive and I’m now at 2 hours and 20 minutes having tried calling them 12 times with no answer a couple times it said user busy so lord knows what’s going on! Put a complaint through and hope I get a refund.

Edit: received my order 2 and a half hours after ordering and what was even MORE disappointing is that all of the food was overdone with a lot of burnt bits as well, half the pizza was inedible and the cookie dough was completely burnt so that none of it even tasted of cookie dough anymore! Threw it all in the bin. Now I’ve got Pizza Hut trying to give me a £10 gift voucher to compensate but I can only use it in store.. sorry but why would I want a gift card to a food chain that provided me with horrific service!? Never was told why no one answered my 12 calls and didn’t even get an apology from the driver. Cheers Pizza Hut I will avoid you...

Ely delivery.. Worst pizza hut service I've ever experienced. First if all they called me, after a significant amount of time after I'd originally placed my order, advising me that they didn't have what I'd ordered in stock. I therefore requested something else but they couldn't refund me what they then owed me. I went along with it, I was hungry! When my order arrived, it was wrong. I didn't not receive the dips I'd asked for, or my receipt. The food didn't even taste great. I contacted customer services, the lady I spoke to was lovely, but my complaint and refund request did not get processed. I have never experienced such poor service, especially from pizza hut. I'm not from this area but I would certainly never order from the Ely pizza hut again. To be honest, I may well not bother with pizza hut at all now. Bottom line.. Don't bother, go to...