Pizza Hut — Restaurant in London

I’ve ordered from this Pizza Hut branch over 5 times now, hoping the experience would improve but unfortunately, the service has been consistently poor. Let me start with the only positive: the food itself. It’s actually quite good. Tasty, well-made, and up to standard compared to Domino’s and Papa John’s. No complaints there.

But the service? That’s where everything falls apart.

First off, the counter is almost always unattended. You have to call out multiple times just to place an order there’s no urgency or acknowledgment from staff. It’s like they’re doing you a favour by taking your order. I’ve tried collection via the app too, expecting the pizza to be ready by the indicated time. But nope, every single time, they only start making it when I arrive and tell them I’ve placed an order. What’s the point of setting a collection time if they’re not even going to prepare it beforehand?

Even when placing an order in-store, the staff seem overwhelmed or simply untrained. One of them took my order, then disappeared into the back to move around some trays and have a casual chat before coming back as if nothing happened. I’m genuinely unsure whether the place is understaffed or just poorly managed.

Hygiene is another issue. I saw one of the staff members handle a pizza with the same bare hand he had just used to touch his nose, no gloves in sight. Absolutely unacceptable. To make things worse, he was whistling so loudly it was genuinely uncomfortable to stand there. A bit of professionalism wouldn’t hurt.

The store itself was mostly clean, but there were a couple of receipts on the floor that no one had bothered to pick up, not a major issue, but it adds to the overall careless vibe.

Honestly, the Domino’s right across the road is cheaper, faster, and their staff are way more polite and efficient. They run their store properly, and it shows.

I genuinely don't know how all other latest reviews are positive, either they are paid or bots probably, because I genuinely say the truth about this store.

Unless Pizza Hut management steps in and sorts out the staffing and service quality here, I won’t be...

DO NOT ORDER FROM HERE. They refused to refund my order after I called and explained a mistake had occurred.

I normally order from the Caterham Pizza Hut and although they don’t always pick up the phone, they always apologise and care about their customers.

I wanted to order last Friday as I couldn’t leave the house because of flu. My local hut said “currently unable to deliver”. So I ordered from the next nearest, this one.

I selected “delivery” which the website accepted and allowed me to choose. I got a confirmation email then stating “this is for collection”. I called to inform them of the mistake and was told they couldn’t deliver because it was “out of area”.

I explained my situation and the man refused to send it out for delivery and got more and more irate until he was yelling down the phone at me. I explained that I was ill and couldn’t leave the house, I begged him to make an exception but he refused and stated “it’s out of area”, (a whole 7 minute drive).

He told me to contact Pizza Hut customer care. I did. I’ve now had seven emails all telling me with many sorrys that the order was declined so I will not get a refund.

I have no words. No customer care. No concern for their customers. If you can’t pick up they’ll keep your money and blame you, not the system that made the mistake.

If you want to be badly treated, yelled at and have your money taken - this...

TERRIBLE SERVICE - 15 minutes before my order was taken, It took 4 attempts for me to pay for my order, over an hour for 2 pizzas and when I asked how long all I got told was "not sure, I'm on the counter" (name on my receipt is Zain K) when I said to the man "sorry but if it's not out in 5 minutes I'd like my money back" he went behind the small wall and laughed and was telling the other staff members what I had said, personal calls being taken, pans all over the floor and staff eating from the trays as they came out namely garlic bread, when I asked to speak to a supervisor or the chief I was told "they're busy". By the time i got home (which is only 4 mile drive) pizzas were cold and one was even burnt underneath. I have taken a few pictures too and will be reporting this poor customer service. Dominoes is almost opposite - do yourself a favour and go there, I guy had been waiting an hour only for them to tell him they had no deep pan Base left so he went to dominoes and was out before we got our pizzas (plus dominoes has the best pepperoni...