Pizza Hut

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 I was then told that the money would not have been withdrawn from my account as it was a pending transaction. When I checked my bank account, the money had in fact been withdrawn.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.

I am an employee who has worked a few short weeks at four mile fork location. I reported to Rebecka about the alcohol and pill use on the clock and on premises that Teresa is doing, when I report this, all of a sudden Im being harrassed by both the manager and Server. I am 41 years old I will not allow people to talk to me this way. So I told manager I was gonna file complaints, she goes changes my schedule without talking to me, knowing I do work another job, have kids, etc, then she cuts my hours, after christmas, she changes my schedule again, cuts my hours to one day . She does this because she mad I told her I was filing a complaint that she cannot handle a management position. I was being honest. Its business not personal. Anyhow I have never had a manager text me such a rude comment . Then a server mess me this I aplogize but This has made me highly upset and my husband quit over this drama that two keep creating over nothing. Whatever the server tells the manager to do, she does. A trainee quit due to Teresa also . I mean these two should not be in this business. Unfortunately I am gonna have to quit because I cannot afford tk work one day a week . Or go to work and be harrassed . So Sunday is the day I have to Quit since I was taken off my Thursdays, Fridays, Sat, and Sundays schedules

My husband works for NPC pizza hut in tennessee. He started there a yr in a half ago as a delivery driver. He has worked his way up to senior shift manager and has been through two stores and 5 gms and several employees. Current the training rgm walked out today and he was training my husband for rgm well when the area manager came in today she informed my husband she qas bringing a girl from another store that he wasnt ready just yet. This other girl was reason he was moved ro his current location. She leaves early everyday never completes her job duties and very rude. Now hes been passed up for this position twice and NPC has hired outside the company or moved one shift manager up to gm. Hes never missed without real emergency and always on time and comes in or stays over. He has been only long lasting employee between the two stores for almost 2 yrs. The turn over rate and the area manager just doing whatever is crap. Hes been dedicated thru 5 rgms and like i said several several employees.. Sad!

I order two pizza on the 12 of December. They were one medium size cheezr pizza and one large stuff meat lover pizza. On upon ariving. The customer service wasnt very well. They took there time so i begain to rish out of there. When i got home my cheese pizza was burnt and my meat lovers did not have have a lot of meat on it. Then i relauzed that they neve4 gave me me any cheese for the pizza. I ended up givinf it to the dogs because didnt look so good .

I have complained now twice about the same issue once on 9/11 I'd 288861 and again on 21/11 295887, I received your standard response about a voucher being sent which we never received however we did give you another chance and order again only to get the same service as before took too long to deliver and the pizza was cold. So I complained again to get the same standard response. Can you not read my complaints fully and come back to me with a full refund of the 2 orders as I have previously asked I have given you another chance and get you failed again. I would also recommend more staff at your Sutton I. Ashfield store if they can not deliver pizzas on time.

I placed one order through mobile application but message shows on application that there's some issue with payment again I try to place order same message i got on app but got messages from bank and they deduct amount from my card, I called pizza hut to check on my order and informed them about this incident, I request them to send one order intead of helping me they cancelled my both orders. I awaited one hour and again I called on helpline your representative asked me to place another order through website. I don't want to waste my more time. Your mobile application is not working properly kindly fix it and I'm not gonna use your services again, I hope my bank will refund my amount bank if they don't then keep it. I will happily donate it. Thanks!

I called for delivery of a small pizza 2 orders of bread sticks and 4 cups of cheese. Order arrived earlier than they said which was good. Well took bag from driver went inside and realized that he didn't give me the pizza so I ran outside to catch him and told him that I didn't get the pizza. He looked in his bag and said all it fell out of the bag, so he picked up the box and the pizza fell out of the box and on his car seat at which point I said that I didn't want that pizza. I had already paid him and tipped him so I told him to just go back and get me another pizza he said no problem. 30 minutes later no pizza so I called the store and couldn't get an answer. I called 7 times no answer so my son went up there. First they told him that the delivery guy hasn't been back so they don't know what he is talking about so my son tells the guy what happened and then all of a sudden the guy says all yeah that pizza already left for delivery so my son came home. Well 20 minutes later still no pizza so I tried calling 5 more times no answer. By now I am very upset so I go to the store myself. I ask for a manager and the guy says I'm the only one in charge so I try and tell him the problem and he tells me I will have to wait while he gets these orders out. Well 15 minutes later he is still not dealing with me so now I tell him that I already paid for my food that I didn't get so he needs to deal with me. Phones ringing off the hook no one answers them so I finally get loud with people lining up to get their food so he finally comes over and rudely says what's your phone number so I give it to him without saying a word to me he goes to the register and comes back and puts 5 dollars and some change on the counter doesn't say a word and walks off, I ask his name so I can file a complaint and he ignored me. I stated that I was going to contact the corporate office and he replied good luck. Not sure how you run your business but if something isn't done in a timely manner I will file a complaint with the better business bureau.

Hello,

Upon order a order online the estimated delivery time was just over an hour. When I completed my order the estimated time for delivery jumped to over 2 hours. When I tried to call and ask about the complication I was disconnected. Called back and was put on "hold" but could still hear the kitchen staff.

I'm currently still waiting on "hold" to either cancel or understand what the actual wait time is.

Thank you,
Cassie