I am big fan of pizza hut, from China to Philippines to US, I always ate at Pizza Hut. On May 19, 2013 at 7pm, the Pizza Hut at 592 Ellesmere Rd, Scarborough, it's General Manager was rude to his customers. We came with my family of 2 kids, there was no attendant at the front desk so my kids who were hungry & first time to eat at pizza hut ran inside the restaurant because there were lot's of empty tables. When, we seated, the general manager approached us. At first, we thought he will give us a courtesy greetings, so I smilingly said "Hi!". In my surprise he bluntly told us in front of my family, "Do not just come in and seat. You needed to wait outside to be seated". I was stunned of how inapproriate the behaviour was without any pleasant or at least tell it in a polite manner or with concerned or smiling face. He did not even brought us the menu. He told those words and left. In front of my family, it was rude. My kids were asking why he was so rude. I will still eat at pizza hut but will never come back from this Pizza Hut at 592 Ellesmere Rd, Scarborough.
From: Ronnie SM, Scarborough, ON
This review/complaint is an in-depth summary regarding the service I experienced at the Pizza Hut Canada location at 592 Ellesmere Road, April 27 between the approximate hours of about 6pm and 8pm. I ate in with three others.
Between the four people at our table, two order breadsticks and a medium pizza to share, and the other two ordered a pizza each, and one salad. The restaurant was very empty, with perhaps about 5 tables filled during out meal. After ordering we waited for quite some time to receive the breadsticks and salad which were the appetizers, then one of the three pizzas was served only moments after the appetizers were served, and there was barely any room on the table. A few minutes later the second pizza was served (still before we had the chance to eat our appetizers). When the second pizza occurred the waitress said, “Here is your other pizza” to which one of us replied, “You mean the second, we ordered three”… The waitress was clearly confused and left, she was not the same waitress who seated us and took our orders. Upon return about 10 minutes later she explained that the pizza had been given to the wrong table and that the kitchen was making a new one for my friend. Finally about 30 minutes after the other pizzas had been served, my friend got his pizza. The service was lacking in other areas, such as the water not being re-filled, we were not asked if we wanted drinks after originally having asked for water to start, etc.
After all four of us had finished our meals we were handed a joint bill, having never been asked how we would like to divide the bill. Myself and my boyfriend who was the victim of the late pizza were going to pay together, while the other two were together. We explained this to the waitress and she responded with an un-promising suggestion that we divide the money between ourselves. At this point my boyfriend asked if he was being charged for his pizza due to the delay, and the waitress told us that the bill didn’t have any accommodations but that she could ask about taking 10% off of the whole bill, but couldn’t do that if we split the bills. After trying to discuss with our waitress she finally told us to go to the cash where we could talk to the manager. At the cash we were not served by the manager, and poor guy who caught got in the middle of this mess who was serving us told us that the best he could do was remove $5 from the price of my boyfriend’s bill. After a long ordeal (about a half hour or more) of speaking with this employee and with the manager, and waiting for the bill to be split, etc. this minimal $5 accommodation was the only one we received. I will add that apologies were few and far between (apart from the man at the cash who seemed to want to help but was perhaps limited by his position). When the bills were finally split they were split in three as the system would apparently not allow for my pizza and salad to be on my boyfriend’s bill..
This entire experience was infuriating. We were made to feel as though WE were the inconvenience despite the utter lack of service from almost every member of the team that we dealt with. I will never return to this location of pizza hut again, and my stance as a loyal customer of Pizza Hut Canada is in jeopardy. I also plan on warning as many people as I can of the misfortune that may very well occur if they chose to eat at this Pizza Hut.
It seems rather wrong to be nearly punished for the mistakes of this establishment. If dividing the bill was such an inconvenience we would gladly have left without paying. There are many accommodations a restaurant can make in order to apologize to their customer for horrible service, if this restaurant needs examples I have a few: provide a free dessert, remove the item from the bill, offer a gift certificate for the next visit, give another pizza on the house, deduct 50% from the item, etc.
To finish off: the food was mediocre at best, the service was horrible, the management was despicable, the computer system is apparently archaic, and when the four of us left the restaurant we were not in the high celebratory spirits that we had when we entered. This Pizza Hut is doomed to fail if it does not make some immediate changes and if it does not value its customers. As a woman who has worked in customer service settings, these employees need to be retrained in rule #1 “The customer comes first”.