Pizza Hut — Restaurant in Wales

(This is my original review from early 2024) We're disgusted by the Pizza they just sent us and also the attitude of the staff when i phoned to complain, as you can see from the photos i've provided the Pizza was soaking wet and soggy, this Pizza was to share between 3 of us, we took one slice each and simply couldn't eat anymore due to the wet texture of it making it nasty to eat, i phoned the store any they refused to replace or refund and directed me to make a complaint to head office where ever that is! also when i asked to speak to the manager the staff member asked me to hold on, he then came back 2 minutes later to say 'oh the manager is not here at the moment' i mean come on... it's a small store you know if your manager is there or not! so obviously that was just a lie and the manager was there but didn't want to speak to me to address the issue, Avoid this place and see my photos to show the soggy mess they sent us...

EDIT: My reply to a response from the owner over a year later... It's now 2025! Why would you bother responding to me well over a year after my complaint with a "sorry"? I have never ordered from you since then after you refused to replace this sloppy mess you sent us.

ALSO: As of 18th June 2025, there's been a highly suspicious amount of 5 star reviews over the last 2 weeks, over 30 of them!, Even below my post you can see a user Jeremi Justin using 2 different accounts to leave 5* reviews on the same day, it's all BS, Do Not Trust all these...

Food arrived more than an hour late. By the time it got here it was freezing cold. Phoned for a refund or for them to bring out another pizza. To be told they can offer the refund just got to wait for the manager to come back in 10 minutes to phone us back, half hour later still no phone call, so phoned the shop back to be told again that the manager would ring back. Again waited. No phonecall. We phoned again said we needed to apply for a refund through the app( we didn’t order through an app) tried saying we had to to it online when it says on the website for refunds or changes contact the store. But he argued that we needed to do it online. Emailed head office to get a refund, the store declined the refund ( no surprise there) lucky enough we recorded it all and we’ve sent over all the proof of them saying to contact head office.

So for anyone ordering always and I mean always record your conversation with them otherwise they’ll be able to get away with not giving...

I placed an order for one pizza and a side at 7.15pm yesterday and was given a delivery time of 8.40pm, which is a long enough wait as it is. I then had to call them at twice to chase. I was told on the first call that my pizza was in the oven and on the second call, my food was done but we are just waiting on a driver. The lady went on to tell me how it was so busy and they hadn't expected to be as it was only a Tuesday. I understand with everything that's going on with COVID 19, but a call to advise of a delay would have been appreciated. I would have even accepted if they cancelled the order and just gave me my money back.

Pizza eventually arrived at 10.30pm.... More than 3hrs after it was ordered. The pizza was stone cold and hard. Not even an apology.

Absolutely shocking...