Pizza Hut
Reviews and Complaints

I have place an order through Otlob last night and it arrived late 30 mins, its ok not the problem, but I have asked for Onion free in my vegetarian pizza however it come to me with lots of Onions, placed a complaint for Otlob customer service and they replied four times that someone from Pizza Hut will call me back but in vain, and till now I am not contacted and the vegetarian pizza laying in the kitchen for someone to collect it.
Really disappointing from the way you deal with the complaints and the careless you are showing to your customers

I was trying to purchase a pizza online for my children. It kept showing error stating my zipcode was incorrect. I checked my account and was charged almost 50.00 ( way more than the pizza I wanted to order) 2 days later still haven't received a refund, and called customer service and they can't even do anything to help. I am beyond pissed, that's all I had for the week to get back and forth to work. I had to out a small loan, because I can't receive the money that was fraudulent charged on my account (Accident/error) IDC. Something needs to be done about this

Hi. My son ordered from Pizza Hut Telford on 30/12/2019 using my bank card details. The food never arrived so I rang and checked with the Pizza Hut ordered from and they said there was no record of the order. My son then ordered the same meal again and I received an email confirming this ( I had not received an email confirming the previous order) and it arrived as expected. I have now seen that there are 2 payments pending of the same amount for that order. Please refund me one of the amounts!

Case ID 280158
On the 25th October 2019, I ordered food online from Pizza Hut on Pollokshaws Road Glasgow. After paying £51.40 with my Debit card, I received a phone call to say that the food could not be delivered as the ovens weren't working and that I should contact customer services. All of the operators were busy so I completed an on-line form. This was not acknowledged until the 15th November 2019, after I sent another e-mail. I was then told that the money would not have been withdrawn from my account as it was a pending transaction. When I checked my bank account, the money had in fact been withdrawn. I notified Pizza Hut again and sent them a copy of my bank statement on the 16th of November 2019. On the 20th of November, I received a reply saying my order had now been confirmed and approval was now needed from the hut leadership team. I was asked to give a maximum of three days for a reply. I have heard nothing since then.
My last correspondence has not been answered and there is still no resolution to the issue. I would like to receive a full refund and an apology from Pizza Hut for their lack of correspondence throughout. I have attached a copy of the correspondence between Pizza Hut and myself.

Kind regards.
Elaine

Pizza Hut
Good Evening.

Case id:280158

I am contacting you regarding the unresolved issue of a payment of £51. 40 taken from my account for an order made by telephone to Pizza Hut, Shawlands, Glasgow . After placing and paying for the order, I received a phone call to tell me that the ovens weren't working and I had to contact Customer Services. I sent an e-mail immediately, detailing the above issue. I have not heard anything from you and have not yet received a refund. When checking my bank account, I noticed the payment was taken on the 29th October, four days after I contacted you regarding the order. Your e-mail states that the incident has been logged and you will get back to me within 72 hours. Can I ask why I have not heard from you and why my money has not been refunded?

regards

Elaine
01 Nov 2019 21:33:16

Pizza Hut
Case id:280158

Good Evening.
Can you please tell me why I have not heard anything from you regarding the on going issue of the return of my payment for an order that couldn't be processed. I paid £51.40 using my debit card on 25th October 2019. I am unimpressed by the lack of communication from you with regards to the reemburssment of this payment. Adding insult to injury, I received a text offering me 50% off pizzas if I spend £20.00 or more. If you are able to contact me regarding special offers, why can't you resolve this ongoing issue?
I would appreciate it if you would acknowledge this e-mail.
regards,
Elaine
09 Nov 2019 17:34:22

Pizza Hut Dear Customer, Thank you for contacting Pizza Hut Customer Services. From the information you have provided your case indicates that you will not have been charged for your order, therefore the funds will have been placed on a temporary hold on your account. This is also known as a pending transaction. The funds are usually processed to Pizza Hut from your account within 42-72 hours. If the payment does not get processed to Pizza Hut, your bank will have the funds pending for up to 10 working days. In the unlikely event that the funds do not return please call us back after the 10th day. In the unlikely event that the funds do not return and have cleared from your account we will need you to provide evidence in the form of a bank statement to show that the money has cleared and is still not in a pending state. Kind Regards, Pizza Hut Customer Services 15 Nov 2019 13:41:18

Dear Customer Service Team.
I have attached a copy of a bank statement showing that the sum of £51.40 was taken on the 29th of October, four days after the order was placed at your outlet. If as you mentioned in your reply, there is a holding time, I don't understand why the money was taken for an order that couldn't be processed. I am dissapointed in the overall handling of this incident, mainly, the lack of correspondence from yourselves. I only received an answer to my e-mails when I contacted a third party regarding my complaint. I now hope for a positive outcome with the return of my payment

Regards
Elaine.
16 Nov 2019 20:43:07

Pizza Hut
We can confirm that your order is now verified. We now need to gain approval from the hut leadership team. This is due to either the value or circumstances of the refund request. Please note at this stage we cannot confirm whether the refund will be accepted or declined by the hut leadership. However, we will be back in contact with an answer as soon as possible. Please kindly allow up to three days at the maximum. Many thanks. 20 Nov 2019 13:46:46

Pizza Hut
Hello, Can you please update me on the ongoing issue of my refund for an order paid for and not received. I don't understand why this is taking so long to resolve. As I have previously mentioned, I am not pleased with the lack of communication from yourselves and would like this issue to be brought to a conclusion very quickly.

Regards

Elaine
28 Nov 2019 22:46:25

Re: Pizza Hut Hello Customer Care Team. Can you please tell me why I have still not had any further correspondence regarding the issue of payment taken for an order that I never received. On the 28th November you told me the case had gone to the hut leadership team and you asked me to wait for a maximum of three days for you to give me an answer. It has been well over a week and I have still not heard from you. I am extremely disappointed in both the lack of correspondence from yourselves and the amount of time it has taken to give me a refund when the fault lies fully with Pizza Hut. Regards Elaine 08 Dec 2019 22:16:27

My name is Lynne Degaro. I recently placed an order (at 5:07)for a large 5 topping pizza for $12.99. order 3191227170753001414035222. We received the pizza in two boxes. We received no phone call warning us about this at all. Usually when we order pizza hut we order large (Friday is usually our pizza night)and we always get full and even have some left over. Tonight we have my 6 year old grand daughter and our 2 year old. Neither one eats very much. Anyway, when we opened the boxes it didn't look like a large and it didn't go as far as it usually does. I took a picture of it right after we opened it so you can see. I don't think it was a large. I think we got sent a medium. I am also enclosing a picture of my order. My phone number is [protected]. My e-mail address is [protected]@yahoo.com. I look forward to hearing back from you.