General Chat

We often use online takeaways and never had any problems, until now

On 20 May we tried to make a £20.58 order at Pizza Hut online.
After inputing the CC details, their system glitched and took us back to the order page and never received an order number.
We then called to confirm that no order had been placed and no payment taken.
Our local restaurant also confirmed they had no order for our address.
We tried again, but the same thing happened.
Again we checked that no order was generated and no payment was taken

Giving up, we called into the local takeaway instead.
Later that evening, we discovered that 2 payments for £20.58 had indeed been deducted from the CC.

3 weeks later, after numerous emails and phone calls to Pizza Hut, we are no further forward!
We get the same auto-generated emails, and by phone, we are told that our complaint was escalated to head office on 21 May.
I have asked to speak to head office... fat chance!

They took payments without creating any delivery orders but we are getting nowhere with a refund of £41.16 .

Anyone got any ideas as we are banging our heads off a brick wall ?

How about talking to your CC company??

I've been trying to find the Pizza Hut head office but, like you, getting no where.

The closest I can find is
PIZZA HUT (U.K.) LIMITED

Company Number: 01072921
Registered Adddress: IMPERIAL PLACE MAXWELL ROAD MAXWELL ROAD BOREHAM WD6 1JN
Last Accounts Filed: 02/12/2012
Status: Active - Accounts Filed

However, one would have expect a more recent date for Filed Accounts.
There seem to be more recent business articles on line suggesting that it has been sold off by its original YUM! Brands owners to someone else. :-(

Thanks Detective,
We spoke to our CC company on day1.
They gave us authority codes to give to pizza hut to use on their refund.
Pizza Hut ignored it!

How about your local Trading Standards officer? I'm not too sure which local government department would deal with this!!

Have you asked your local Pizza Hut for the contact details for their regional office/manager? Obviously they aren't personally to blame - its a computer glitch.

GlasgowLass - maybe have a word with your local trading standards office, not sure which area covers where you are, but Glasgow City Council have a Trading Standards Unit based at 231 George Street, 0141 287 6681.

I'd go into Pizza Hut when they are really busy.

And make a lot of noise!

See how fast they sort it then.

:-D

I have just spent 30 minutes on the phone to a supervisor.
He confirms that both refunds were approved and sent to their accts dept on 21 May.

Oh... they have a back-log.
A back-log of refunds over 3weeks old?
I think that says it all!

This is not an issue with the delivery service or restaurant.
We have never had any issues with them.
This was caused by their online website accepting payment but not generating an order.

ooooooer

Sounds like there might be a lot of unhappy pizza eaters who will be ordering elsewhere.

:-(

I suspect you were not alone. Hopefully it is all sorted now. Actually I thought the CC company could refund you the money and then they would chase it up with the company. Maybe that is only with items over a certain amount.

Strange, I have never thought of ordering takeaway on line. I didn't know you could.

AnninGlos,
It's a well known joke....
In most places a pizza will always arrive faster that the police ! LOL

We order online on a fairly regular basis.
There are usually really good voucher codes ( often BOGOF) to be found on the internet before placing the order.

Edit:
Our order which came to £20.58 included the 40% discount for orders over £30
I have to admit something....
I was in Ireland on 20 May and the order was placed by my kids,.
They didn't do anything wrong, I always leave it to them to find a code.
They phoned us straight away when they hit the problem.

http://www.pizzahut.co.uk/vouchers

Perhaps you should Invoice them for time wasted by you in trying to contact them + interest on the money they took without delivering your order.You can but tyr and it may give them a Wake up Call. :-D

I have located an email address for Jens Hofma, CEO of Pizza Hut Uk and intend to forward my complaint to him
However, in view of posts on the Pizza Hut FB page, he doesn't respond to his customers either!

At least that's a further step forward!

Is there a name-and-shame TV/radio programme in Scotland, or does one of the Scottish papers carry a consumer/money advice column?

Someone in the media with a bit of clout often gets better results than the ordinary person in the street. They probably go through the Press Office....... now there's a thought ;-)

If you can find it, the name of the Managing Director of Pizza Hut is the person to write to.

These people hate being written to, especially with a complaint.

That should certainly get a result.

And if you are on Facebook, post on there as well. On you own page and the Pizza Hut page. Hit them from as many angles as possible.

They will then sit up and take notice. ;-)

I've already done almost all of that DazedandConfuzed.
Already posted on their FB page. then copied and pasted to my own which has been shared a number of times already.


It seems that PH don't really care about Customer Service, just look at the complaints on their FB page.
Some complaints are just stupid, but there others are in exactly the same position as myself..... awaiting promised ( authorized) refunds.

Of course PH at FB respond immediately, but thats it.... they promise to look into it for you and never get back to you again.

If my complaint was about the quality of food or a particular restaurant, I would have given up by now, and put it down to experience, but it's not about that...
They took the money, gave nothing in return, promised to refund within 2 days.
That was 22 days ago.

I have toyed with the idea of private messaging everyone else who has a genuine complaint and get them all to fill out the the form for a well known TV Consumer Programme, ( I can't do it, not yet !)

That really would sort PH out!

I was away on holiday last week but, after 4 weeks, Pizza Hut finally repaid the money back to the credit card.
It took a further email ( 6th) where I stressed my dissatifaction at their non-existent Customer Service

However, this time.... I copied their CEO into the email!

They not only had our email address but , 2 moblile numbers and a landline number, They failed to contact us on any of these.
Instead, we received a letter with a full apology, plus a £25 gift card.

The refund and full apology would have been sufficient, but £25 will pay for our next takeaway!

Success at last. Enjoy the £25.00 free meal you've waited long enough for it.

I wouldn't have been happy with just a refund and apology, and would have expected some sort of compensation so I am glad they had the decency to send you a £25 gift card. Enjoy the free meal

Lizx

So glad you got this sorted eventually, Glasgow Lass. :-)