Pizza Hut — Restaurant in London

Overwhelmed & Under-trained, If I was to sum this branch of Pizza Hut.

Two very bad experiences over the course of two days, I only purchase one pizza base which is their signature Pan crust. Unfortunately it is the only place pizza chain that produces a decent deep pan pizza in the country. The product itself is fantastic but the service itself is not worth the effort.

On the first day I ordered online which I have done a few times in the past, everything was hassle free and going great, the driver even showed up at a reasonable time considering it was at such a peak hour.

He parked outside my flat (I live in a 3 story building apartment) there is an intercom in which you press in my apartment number for me to let you in to building. I noticed him outside and went to gather cash for payment, I then went to the intercom to let him in as I thought he would ring any second then. Around 2 minutes has passed so I went to look outside in case he had trouble locating my apartment. To my surprise he was no longer outside and had driven off.

I then checked my mobile and noticed a missed call from a number I didn't recognise, after putting it all together I realised he wanted me to come outside to collect the food I ordered and for what reason? It was raining outside and he didn't want to get out of the car.

The second day was just as bad if not worse. I ordered this time for collection, I arrived at the store in and around 25 minutes after I ordered. A large crowd had gathered inside the store many of which were waiting for their food, as I approached the counter I was completely ignored even after trying to get the staffs attention. As rude and unprofessional that was, how could they possibly have known who I was and if I was collecting or placing a new order

The bad thing about waiting almost 20 minutes inside the store after i had placed an order 25 minutes or so prior, there was a heap of different orders stacked behind them on top of the oven which was clearly visible, many had different receipts attached to them and a few were single pizzas like I had ordered, surely one of them had to have been mine?.

Shortly before I left the store without my order, the staff still refusing to acknowledge anyone directly began shouting names of orders, three names went by without anyone responding which shows how agitated people were becoming.

I cannot even on this occasion sympathize with the pizza hut staff I felt like I could have jump across the counter and immediately taken charge to do a much more effective job.

By reading this you would imagine they were overwhelmed but at many times they gathered around the till or stood to read receipts not making an effort to push out pizzas to the customers, many of the orders were not carried out by delivery staff which I can only assume were made for collection but without even identifying who was in the store how could they have known which pizza belonged to who. They just let the food sit there until they were ready and willing to hand it over.

A single piece of advice, do not opt to pay via card. Your order arriving depends on whether the driver can be bothered to leave his car or whether the store staff are ready to hand...

Its the shame the customer service lets down how good the food is. On Saturday night (25/01/25) myself and a couple of friends went to order from this pizza hut. We understood that it was going to take a bit of extra time since its Saturday and its London, but still the experience was awful.

We ordered through the Deliveroo app, which didn't (for some reason) include one of the bases that was available from pizza hut at no extra cost. Since the Deliveroo app was offering a deal that the pizza hut app wasn't we ordered through there and thought we could just ring up straight away and tell them the situation.

We phoned through, and a woman answered that just seemed to make the whole process more difficult. She didn't understand what it was we were trying to ask, and kept asking for a door number for the order when we ordered to a hotel so there was no door number, just a name and postcode. We provided the order number from the app, which also showed up on the receipt so we know that would have been visible, and still it took maybe 10 minutes of back and forth on the phone and her going away to speak to a manager to find the order.

After all of that, we were told to speak to Deliveroo customer service, who wouldn't be able to help since their app didn't have the option we were after, and it was this pizza hut actually making the food! Since it had been such a huge amount of trouble, we just accepted that it wasn't going to happen and gave up.

The pizza then arrived nearly an hour late (even when accounting for Saturday night busy-ness) and when it did finally arrive, we were missing a pizza. At this point I was very angry since we had paid quite a bit and it had come late (at this point it was nearly 10pm).

I phoned back, got the same woman on the phone and went through the same nonsense to try and find the order again. I explained that we had ordered 3 pizzas, which was showing on the receipt but only 2 had arrived. The colleague did not apologise, or make any attempt at amending the situation or show really any sort of sign that they had made a mistake. After even more messing around, they finally came back and gave me the same answer that I had to go and speak to Deliveroo customer service. Whilst I admit that I do not know the process if this happens, it was very frustrating to be told to go back to Deliveroo myself, when it was the pizza hut that had gotten the order wrong.

Fortunately, Deliveroo was very fast with getting my money back so we could re-order. But this was just a massive cock-up on the pizza hut's end that I can't see myself ever wanting to order from there again. From the other reviews, this unfortunately doesn't seem to be an...

Worst take-out experience of my life. After a long day working at the ExCeL centre at an exhibition, after travelling over 5 hours to get there and spending all day on my feet, I was so excited to unwind with a pizza. Usually Pizza Hut is my favourite, so I thought I'd take a chance on this Pizza Hut Delivery nearby which had been promoted to me via an ad within the Uber Eats app. At first I thought I was part of some psychological experiment with Uber Eats as my drivers kept cancelling the delivery. I tried, in vain, tipping as soon as a new driver accepted my order to see if that would help the matter. But no, a FOURTH driver cancelled. After AN HOUR, I tried Googling this particular Pizza Hut Delivery, to find that I was not the only one with an invisible pizza. The drivers kept cancelling because there was no pizza to collect and deliver. I was already pretty fuming with Uber Eats at this point, despite it not being their fault. Hungry and withering in my bed, I reinstalled Deliveroo and ordered something from Dirty Vegan Burgers 🌱 by Taster which arrived in 15 minutes and was absolutely delightful. Shame on Uber Eats for not properly vetting the restaurants they work with, and absolutely to hell with this Pizza Hut Delivery branch for accepting orders they refuse to fulfill. Completely pointless. So, thank you for absolutely nothing, this place should be shut down. It's a complete farce and I'm not convinced it isn't just a...