Pizza Hut Newbury London Road — Restaurant in England

Order took an hour to arrive, I called after watching the Uber driver tracker traverse half of Newbury, completely avoiding PHQ.

Fair play to the person I spoke to requesting them to not hand the order to the driver as I would collect - he got another driver quickly on the case to expedite the issue, as it was clear the Uber driver was otherwise engaged. The pizza turned up about 5 minutes later.

Given the food had been ready a while at this point, the pizzas where warm, not hot, my gluten free pizza resembling more rubber than dough. In addition one of the sides was supplied incorrectly - wedges instead of Mac n cheese.

Given the late time and hunger levels we just ate what we had. The sides by this point were also only luke warm, which for wedges was less than ideal. The wings were more edible than the pizza.

Given we have the luxury of paying £2.50 delivery these days, we'll be ordering for collection only in future. Unless we decide to just stick with Dominoes, who have provided a consistently reliable service.

Also something to note, which also made me not bother to call about the incorrect side: the phone line is hit and miss as to whether you can get through. I'm presuming there are 2 possible lines you can get through on, one of them rings for a while and then has a BT recording stating that the call could not be completed. Which tbh only added to my general frustration.

Sad times. Pizza Hut PHQ used to be...

Absolute shambles. Ordered online and waited an hour and nothing happened. Tried calling (12 times) with no answer. After 2 hours (from ordering) went down to find the shop closed, lights off, doors locked (oddly a bird was trapped inside repeatedly slamming itself into the door). Another hour or so later I received an email saying my order had been delivered, which of course it wasn’t. The only thing I could do was email and wait for a response (apparently within 48 hours).

What a bizarre experience. Certainly won't be ordering from these clowns again. What a waste of time.

Edit: and look at the totally unbothered non-personal generic response. I recieved an email reply nearly 72 hours later saying my refund will take up to another 3 days. No effort to make amends, no offer of a voucher code despite these being offered to anyone who's delivery is more than 40 minutes late. Mine didn't even turn up! I drove down to the shop to find it closed!

Absolutely abysmal customer service. Laughable...

Ordered 2 large pizzas online, went to collect basically standing there looking at my pizzas for 5 minutes no service. Got home opened the pizzas and they they wer both clearly stale and very poorly made along with be cold. Returned with the pizzas for a refund. Explained everything to the staff member and he asked me to tap my card for a refund, checked my banking app and no refund, tried this again same result…then he told me he can’t do refunds …I asked why did you ask me twice to tap my card and all I got was a vacant look no explanation. The staff member obviously assumes I’d tap my card and leave !! Things went down hill from there. Another staff member then told me he was the assistant manager when he clearly wasn’t ( if he was he would’ve intervened earlier) I’d never use this place EVER AGAIN ! Absolutely avoid this...