Outrageously pathetic service from this branch and the call center for Pizza Hut India. I placed a delivery order on June 23 online, with a promise of delivery within 30 minutes. After said time had passed, I called the contact number available in the email confirmation(which turned out to be that of the call-center, not the store). The representative apologized and assured me the food was already on its way and would be delivered in five minutes.
Turned out he had straight-uplied - when I called back ten minutes later, I was told there was a problem with my order and that the store would reach out to me. The store reached out and said they had trouble contacting me about my order because the phone number was incorrect and that they hadn't started the order(fair enough, my mistake).
When asked why they couldn't email me about the issue(the confirmation email arrived fine) they said that they didn't have the capability to do so. When pressed about why the first call center representative lied about the status of my order, they said they would send out a fresh order. However, by this time over an hour had passed since I first placed the order, and my elderly parents were getting increasingly hungry.
Had the first call center rep I had spoken to done his job right and highlighted the issue with the original order instead of lying to me about the order status, I would have been able to re-order correctly and receive my order in a timely manner, albeit later than expected. I spoke to two separate store managers at the Rajajinagar branch both of whom assured me of better service the next time round, urged me to reconsider ordering from them again and promised me a free medium pizza the next time I ordered. At this point, it was much later than my parents dinnertime so I asked for a refund and said I would re-order another time.
The next afternoon, when I called one of the store managers to re-order and claim my free medium pizza, he said that the refund couldn't be processed(due to an error on their part) and that they would add a free medium pizza to the order I had already paid for the previous night. However, not wanting three medium pizzas on the same day, I asked if they would honor this agreement for another day, which he said they would. However, he point-blank refused to give me this agreement in writing, and asked me to call him on his personal numbers. I told him that it would be my parents calling since I was not going to be present and gave him my father's name and number. He repeatedly assured me that it would be okay.
Fast forward to today, when my elderly parents tried calling the number, nobody picked up. The call center reps refused to give them the store number and store employees did NOT return multiple calls. I spoke to a call center rep as well, and was hung up on after waiting for a call transfer to a manager. I called one of the store managers and when he finally picked up after multiple tries, he insisted he would immediately call my parents back and make it right with them. An hour after I spoke to him, they still had not heard from him.
This whole exercise was a severely pointless waste of time. At this point, my parents do not even care for the "free" pizza anymore. The effort and associated indignity expected from customers in chasing down Pizza Hut's employees, store managers and call-center reps certainly does not warrant any measly, sloppy and superficial conciliatory efforts from Pizza Hut. Your paying customers deserve to be treated with more respect than this. This disgusting waste of everyone's time has repeatedly highlighted Pizza Hut India's systemic apathy towards customers and their severe incompetence.
- Thank You! We appreciate your effort.
