Pizza Hut Norbury — Restaurant in London

We ordered online at 6.49pm. We paid and were given a late delivery time of 8.30pm. We waited two hours but the pizza never arrived. The app said it was still being prepared. When the order was half an hour late, we called the Norbury Pizza Hut and they weren't picking up. When eventually they picked up, over two hours after we ordered, they said the pizza wasn't coming because their pizza oven had been broken all day and they were not fulfilling any orders (but they were still allowing customers to place orders and not contacting them to say the food would not be arriving). They said there was nothing they could do and we're not passing the orders on to other branches, not fulfilling any of their orders, nor contacting customers who had paid for deliveries. We asked to cancel online and they fobbed us off by telling us we must cancel via the website, which was the only option. The website states expressly that cancellations must be made over the phone though. We spoke to them again and they still refused to fulfil the order, pass it on to another branch or refund us, so -- 2hrs and 15mins later -- they have taken our money and delivered...

Absolutely the worst experience I've ever had with a pizza company. Failed deliver my order one week ago and refused to refund. So I have tried to reorder the same meal as a replacement for the meal i paid for and never received, and every time they have told me they cannot deliver because they are too busy. 1 week later head office has ordered them to send the meal, but yet I am waiting here an hour late and they have just delivered to my next door neighbour. Why would they have not sent my pizza with that driver rather than a driver who's had to go all over Streatham and mitchum before coming to me? Honestly I'm not just saying this they are totally incompetent and I have no other choice than to believe they are absolutely stupid. I don't mean to be horrible but you couldn't imagine the comedy of errors we have gone through and even when they have tried to correct the mistake I am still waiting for my pizza and God knows if it's ever going to turn up! I'm going to order from papa John's now cos I doubt this replacement pizza is ever coming. Make sure you don't pay on card and pay cash. Because they won't refund you and they won't...

Me and my sister ordered a vegetarian supreme from Uber eats when we opened the pizza it had pepperoni on it We called Pizza Hut norbury who didn’t take any responsibility for this error They didn’t send us a new pizza nor did they say sorry all they said was that we don’t know you, we don’t know where you live and take it up with Uber eats by this time the restaurant was due to close we were left on hold and no one helped us no manager came to take the call A new pizza would have been nice 👍 yes we got the refund from Uber eats but we were left hungry on a bank holiday thanks to the chef 👩‍🍳 for putting pepperoni on a vegetarian persons pizza and thanks to the Pizza Hut Norbury team for being so...