Pizza Hut — Restaurant in London

we have had overall absolutely awful and disgusting experience from the place. Ordered through Pizza hut online and waited 2 hours for the pizza, arrived at substandard temperature, chicken & potato wedges side order was cold and rubbery. I don't expect to be served something to be similar to a pizza but was far from the pizza I've had before here. It was more like dry flat bread with cheese on top. Didn't even have crusts. Worst pizza ever and very disappointed. We ordered the 2 vegetable supreme - it is normally so good from the same branch but this is what we received.. When we ate the pizza the vegetables were still raw, there was nearly no cheese and the dough was cold and overcooked. Also I have ordered chicken supreme and vegetable supreme delivered instead. My son’s birthday was ruined and we were all upset and we were all so hungry because we received the pizza so late

After 45 minutes I have called the store and they have told me it will be delivered in 15minutes. Then after a longest ever 15 minutes wait I have called the store to find out and staff was unwilling to explain and would not confirm how long the pizza would be. So I have asked him to cancel the order and he turned extremely rude, I wasn’t expecting this type of customer service from Pizza Hut and never experienced it before from anywhere and I was astonished that came from a staff himself. I asked for his name for the reference and he refused to give me his name. Then he hang up the phone, I have repeatedly called them and no one answered the phone. Then I have ordered and received takeaway promptly from another fast-food chain as kids were all starving and we were left in the dark by Pizza hut.

Then as I have mentioned above (after two hours wait), the delivery driver turned up and I have asked him what happed any why do we have to wait for this long. The driver decided to argue with me and raise his voice, he felt there was no blame on his side. He was disgustingly rude and went even extreme by using ‘F’ word while kids at present. He said all the customers he has saved for the last three hours were asking the same and he has nothing do with the delay and none of his business to explain as he is not from pizza hut and from Deliveroo. However, he was wearing Pizza hut jacket and moped has pizza hut box at the back. He was in a rush and said if you want to take the order take it or leave it and talk to the store. The drive was second to none from the store manager and blatantly making up stories in a very argumentative and rude manner.

I have called the store today and they were completely unwilling to compensate for their mistake and the way they have handled the whole thing and tried to give an expression it as if it was my fault for choosing to order online as opposed to over the phone. To be honest this is the worst Pizza Hut I have ever ordered in my life. If I could give them no stars I would straightaway or if I was a mystery shopper, I would have mark the store as inadequate in terms of quality, speed of service, customer service and communication skills. Both the manager and the delivery driver clearly lacks basic customer service and communication skills.

this is shockingly bad for the highly reputable brand like pizza hut. On the other hand I will never use the same store...

Posting a review cause they said I get free dip —which I’ll never get since I’m not going back.

First impressions: loud, obnoxious doorbell that seemed to trigger from the wind. It was pretty calm there, few people and it wasn’t busy. It appeared there was only one person working there though, and when the cashier took our order we had to repeat it multiple times; two pizzas, cheesy ‘bite bites’, potato wedges and two small pepsi max-i.

As we were waiting for the food, multiple people came in; a delivery driver and another gentleman. When the gentleman was ordering, the cashier had to leave the store to look at what they were advertising, seemingly leaving the man confused and clearly uncomfortable —leading to him just leaving, dissatisfied.

The cashier then disappeared to go make our food, and during his absence another delivery driver entered (the previous one had left). He had to shout multiple times to get the attention of the worker, he even left and came back in to trigger the doorbell which was obviously just ignored by the personnel.

When we eventually got our food, we were incredibly disappointed. This was brought out by another worker which had refused to show himself up until now.

The receipt read as follows; HOT ITEMS: 1 from £9.99 ASP - M HC MARG, 1 BBQ BACON LD WED, 1 LD CB BACON BITE, 1 FROM £9.99 ASP - L SC BF BURG. COLD ITEMS: 1 PEPSI MAX 500ML.

The man bringing out the items had all the items on this unreadable receipt which took way too much interpretation. Of which he withheld the 1 BBQ BACON LD WED (assuming that the hieroglyphs on the receipt were potato wedges), saying it wasn’t on the order, then asked what to do with it??? Like he doesn’t work there? (it was but I didn’t understand a word it said). —4.99£ wasted.

We also only got one pepsi max, despite telling him three times, even holding up two fingers to demonstrate —twice, how many we wanted.

Instead of dealing with the poor customer service and arguing with a clueless man with the charisma of a worn-down boot, we had left to go back home with our spoils and tried to find joy in life again.

The food was good, but service? If I were to give one tip to enjoying this restaurant I’d just find the nearest dominos. That, or either write a list of what you want —or just get one pizza.

You can’t out pizza the hut but if you want good service, you’d be better off going to a homeless man...

I am writing to formally raise a complaint about the unacceptable and unprofessional behaviour I experienced at your branch on 24/05/2025 around 10:00 PM.

After placing my order, I was waiting patiently when a female staff member, who I believe is named Sumi (although she refused to confirm her name), approached me from the back of the store and rudely asked, “What do you want?” in a very disrespectful tone. I was taken aback by her attitude and asked why she was speaking to me in such a manner. Shockingly, she responded by telling me to “get lost.”

This kind of treatment is absolutely unacceptable, especially coming from a staff member representing your brand. I asked for a refund and left the store immediately. Her behaviour was so inappropriate that even another customer witnessing the incident appeared surprised. One of her own colleagues even asked her to provide her name, which she flatly refused, saying, “I’m not going to give you my name, what are you going to do?”

I was deeply disappointed by this experience. I have always enjoyed Pizza Hut’s food, but due to this encounter and the lack of basic courtesy and professionalism, I have decided I will not be returning to this location again.

I hope that Pizza Hut takes this complaint seriously and investigates this incident. Customers should be treated with respect at all times, and staff should be held accountable for their behaviour.

I am willing to provide a video of the...