I have been a regular Pizza Hut customer of their Pizza Hut Delivery- Shop No-55 Bommasandra, Attebee post, opp SKF, Hosur Road, Bommasandra, Bengaluru.
While their 30 min delivery promise was never fulfilled, it was still okay since they would deliver within 40-45 min. However, on 30th Nov evening, I ordered couple of Pizza’s from them online(Order Reference #: 9535554) and paid for it online. The website promised a delivery by 20:14. I called them up at 20:30(by now around 45 min+ had passed since I ordered) to check upon the status but was told that the website just gives a time, and not to bother with it. The Pizza would be delivered in the next 5 min. It took another 30 min and a phone call again before the Pizza was finally delivered. By now, the Pizza Box was soggy and the Pizza inside was cold.
Having throughly screwed up our mood and the dinner plan, I decided to inform their customer care about it. Upon explaining to them, their executive assured me a full refund(Bill amount was Rs. 733.98) on my order within 11 days and raised a complaint(Complaint# 0393 9535554) for this.
I had not got any refund by 15th Dec so I called them up once again to check upon the status of the complaint. The executive once again assured me that the refund would be processed by the Bommasandra shop once they have talked to me. I was told they would call me within 5-10 min. I waited for around 30-40 min and did not get a call. I then raised yet another complaint through their feedback system on their website and I got this response -
"Thank you for your feedback. We will be get back to you shortly. Your feedback id is 74596."
I waited till 21st Dec and nobody from Pizza Hut office or their store contacted me. So I called up once again for a final answer if the refund would be processed or not. Once more their executive kept repeating that only their stores can do the refund and to expect a call from them within 30 min. This time though I did get a call from the store.
The person on the phone was rude to start with as if I was troubling him with these silly issues and he was doing me a favor calling me. Upon explaining the issue to him once more - he bluntly told me that he does not know whoever promised me a full refund as this is against their company policy. He will only refund me Rs. 300.00 and that too would not be credited back in my account but would be deducted in my next order bill. Audacity of this man to suggest that I come back to their store once again.
I told him that I refuse to accept this and he just said okay and disconnected as if he was wishing me to say this and him being any longer on the phone might have changed my mind.
I so wish I had not paid them in advance. That way, I could have refused to accept their cold, soggy Pizza and would not have been duped by them.
Sharing this so others can read and know that paying for a service not yet rendered may not be the best thing to do. Once money changes hand, you are on the mercy of the other parties whims and wishes and lose all control as these folks at Pizza Hut did to me.