Pizza Hut Restaurants Blackpool Tower — Restaurant in England

This was the worst experience dining out that we have ever had. Here is the complaint we sent to head office.

I have had a really dreadful experience at this pizza hut and I am not in the door yet, so I am not holding much hope for this experience, but 40 minutes at the front of the queue to get in, I may as well stay the course.

I write the following feedback with the current climate in consideration.

We stood where we were asked at the front door and after 20 minutes and 6 groups of people leaving, we were told it would be another 20 minutes. We have been waiting 30 minutes so far. No apology from the team member - just attitude and coldness. All the while, I can see endless dirty tables and the 3 team members doing little but chat and look at their phones. I have never witnessed such poor customer service and I have worked in hospitality management for the past 5 years.

There is a queue of 6 other parties behind me and I have had to be the one answering questions on a possible wait because the staff members haven't combed the queue once. I am far from the only person complaining, as there is a family of 5 (with 3 young kids) behind me who have commented that they have been waiting far longer than 20 minutes as well. update - so another 15 minutes have passed and the family behind us have left completely raging

So 10 minutes after this, we were finally seated in an empty restaurant. No apology, no explanation, no nothing. We ordered our food online and 40 minutes later, our pizza came, kinda warm and we hadn't received our drinks. The girl apologised, then the drinks took another 10 minutes. It is hilariously bad!

Our final complaint is that we sat in a restaurant full of dirty tables, which remained full of plates and glasses the entire time of our visit.

I have never been treated so poorly in a restaurant in my...

A real mixed experience. On the positive side, the food was absolutely fine. Served hot, fresh and accurately. It was exactly what we expected and what we ordered - no complaints.

The female member is staff that served us was pleasant, friendly and efficient. But the waitress did attept to clear the plates from the table before we had finish eating!

It was brilliant being the first party sat upstairs. Really peaceful and pleasant. So you think this would make ordering easy... No one else on the WiFi, this was not the case. Having tried on 3 devices in our party, I gave up and ordered using my own 4G. It is absolutely paramount if you're going to make digital ordering mandatory, then in my opinion it's paramount you provide safe, secure and stable WiFi... It doesn't need to be fast... It just needs to work! My parents and grandparents would have simply got up and walked out of I hadn't have been there. From overhearing people at other tables who followed us upstairs, they too were struggling.

In addition to the headache ordering, the menu pricing "per person" is massively misleading. Because you cannot buy it per person! There actual price below is tiny!

Furthermore, the nachos are kept in salad chiller... So naturally, many of them were soft and chewy - not crispy and crunchy. So that was a further disappointment.

Our party ordered a portion of Halloumi fries, that was served with a hugely disproportionate amount of sweet chilli dipping sauce. I understand that there's generosity, but this just made the 5 fries look stingy! We continued to eat the dipping sauce and our 14" pizza and we still left half of it!

The menu encourages you to "experiment" with the flavours in the bottomless drinks... Except there wasn't any! So you couldn't! Then there was no ice from the dispenser! So it was a plain not overly cold...

We were on holiday, and my son chose this as his favourite restaurant for an evening meal.

I am reviewing this specific Pizza Hut, as I’m aware they are all slightly different. There were three adults and two children.

👍 ♿ We were seated immediately on the ground floor section, which suited our needs as we were travelling with a disabled person. 👍♿ We were seated adjacent to the disabled toilets. 👍 Friendly, helpful servers who explained the ordering process. 👍 All of our main orders automatically allowed us access to the usual “self-service” salad bar, which the adults all enjoyed immensely. 👍 A good selection of self-service, on-tap soft drinks. 👍 Our food arrived quickly and was to the standard expected from the franchise. 👍 The servers happily provided us with take-out boxes for the leftovers.

👎 Our biggest complaint and the reason for the poor rating:- On arriving, the customer has to use their own device to order the food online, and it has to be PAID FOR in advance. For us, this was a first in Pizza Hut. It was a kerfuffle, involved downloading the app, etc. and felt counterintuitive to sitting down for a relaxing meal in a restaurant.

👎 As a result of all of the above, the servers did very little. We did all of the work, including cleaning up a spilt glass of squash.

👎 It felt like a complicated, fast food franchise and was not what we paid for. Add to that the cost.

😱For three pizzas, one pasta, three sides, and five drinks, the cost was £126.00.

I may have felt better had I known all of the above in advance - I’m hoping my review helps...