Pizza Hut — Restaurant in Vancouver

Ordered pizza online, set delivery for 5pm. At 4:50 knock on my door... impressive 10 min early I thought. Sign the receipt hand the kid a 5$ tip....when I think, I should check the pizza. Glad I did.... The Canadian bacon and pineapple that stared back at me was definitely not mine. Kid says I'll be right back I'm not sure how u got that? I have a pretty good idea, you gave it to me. Thinking he left mine in the car and would be right back, I waited. 10 minutes later a new kid shows up and it is ground hog day. Sign the receipt plz....I explain the situation, he has no idea what is going on. He uses a lifeline and callsthe store. The supervisor and him negotiate the situation....with caution she says if you trust them. Ohhh I get it....I might be trying to get this for free. As each minute passes my pizza continues to cool. Finally they reach an agreement...I'll sign again and they will make sure I am not charged twice. Now after all that has gone on I'm not nearly as confident as they are in the plan. I take the pizza and tell the kid I already tipped the last one so get it from him. Finally my delicious pizza is ready to be consumed. I open the lid only to be greeted by a pizza that looked like it was cooked two hours ago. I had blamed the coolness of the box on the wait but not somebody actually sent this out to be served. So now the pizza is 20 min late. And my goal of not leaving the house is destroyed. I get in my car to return the delivery.

When returning the pizza and explain my frustration, the "manager" nonchalantly takes it back and offers to cook another one!

No thanks....Pizza Hut on mill plain should be avoided. Unless of course you are willing to put up with this kind of nonsense and you have the time! Shame on you Pizza Hut for this product. You lost...

Waited over 10 minutes for someone to acknowledge us at the counter after being told to hold on already. If you have ever worked in food service, you should know that 10 minutes to you is an eternity to your customers. Another customer came in after us and were waiting as well while we all listened to a group of these "workers" yell about drama they have with other customers, standing directly next to the counter. The only person working was the guy on the line and he tried to holler for someone to help us but nobody listened to him either(but we appreciate his hard work despite nobody else doing anything around him.) I have never seen a place ran this badly. I wonder if they even have a manager because nobody seemed responsible enough to have that title since nobody was managing anything. I'm extremely surprised that this pizza hut has a 3 star rating because I've never had a normal experience with this place. When they finally realized we were at the counter, the lady decided to completely look past the fact that we've been waiting at the counter for the past 10 minutes and doesn't make any eye contact with us before trying to help the customer behind us. Food was great this time around though. We've had orders where we felt like we were being punked recieving pizzas burnt or with no sauce on them at all. Must not of been made by this guy though because he did pretty good. I don't have anything against anyone at this establishment, but I really would love seeing an improvement in customer service here. I know you guys are working at a pizza place and it might not be the best job but it's the job you have right now and if you learn to value your customers now, you could possibly get so far in whatever you want to do in...

I initially had a very poor experience, which I had posted on Yelp and then updated with this one, after both someone from the franchise as well as the GM of this particular location reached out to me to try and make things right.

I was not only given credit for the original amount I was planning to order, but moreover the GM sympathized with me and let me know she's been working to turn things around (in her defense, she's not been aware of these reviews over the past 2+ years on Yelp, and therefore unless contacted directly has not really had the opportunity to correct anything).

I'm still only giving this 4 out of 5 starts due to my original experience, but had I not dealt with the prior, I would be tempted to give 5.

She recommended a different crew that tends to work Fri-Sun for me to have a different experience (sorry for those folks that are looking to order Mon-Thurs in the meantime), and I wasn't disappointed.

Not only was the phone promptly picked up (quickly put on hold, but picked up by another team-member not too long after), but the food was prepared as ordered, ready on-time, and the staff while I was there to pick-up was courteous & professional.

I was actually surprised when I got home on how GOOD the pizza tasted!

Of chain restaurants, I would put the taste experience at a SOLID 5* ... very surprised, as I had worked at Pizza Hut nearly 30 years ago, and hadn't really had it since. WOW! Both hand-tossed and original deep-dish pizza were impressive.

In a nut-shell, the Mon-Thurs crew needs MUCH work, but the Fri-Sun crew is well worth ordering from, and in my opinion that crew will give you everything you would expect from your pizza ordering experience, for either carry-out...