Pizza Hut

[PumpkinP]

I ordered a pizza for my dds birthday today from Pizza Hut, it didn’t seem to go through and I had no confirmation email so I contacted them and they told me it hadn’t gone though and to try again. I came off the phone and again reordered and the same thing happened, didn’t seem to go through and no confirmation. So I checked my bank to see both transactions had gone through. I called Pizza Hut back and they claimed to have no record of my order and that they couldn’t refund me and that I had to contact customer service. Well the number didn’t go through so I checked the website to see they are not taking phone calls now and to email and wait 3 days for a reply , How will I even prove this happened 3 days later?? My bank is also closed? Called Pizza Hut back but they are refusing to refund me as they don’t deal with online orders apparently. Aibu to be annoyed?

They've been hopeless during lockdown. Either they're too busy to fulfil orders, or the system is down, or they don't have enough delivery drivers.
They should just close because them being 'open' is fucking pointless.
I've recently been converted to Papa John's. Reliable service and nicer pizza!

And YANBU, obviously! Hope you get it sorted.

Sorry for the multiple replies, but I've just reread your post. Couldn't you send them a screenshot of the Pizza Hut transactions on your online banking?

We gave up trying to get refund from pizza hut earlier in the year. We sent numerous messages on twitter after being ignored by the online form. The only time I managed to get thru on the phone they refused to speak to me due to my hubby placing the order.

Could you try messaging them on twitter? theyre @ pizzahutdeliver

I don’t have Twitter unfortunately. I’ve had to order from someone else now, I only ordered because it was dds birthday and that’s what she wanted. Not sure I’m going to get my money back at all, the restaurant staff were extremely unhelpful

If the order hasn’t went through the charges will be pending but should fall back on to your account in a few days.

I'm not surprised you have had such poor customer service as Pizza Hut are a nightmare .
We ordered some pizzas (pre lockdown) that didn't arrive and when we phoned them they said that they had tried to deliver them but there was no reply at the door, they tried to deliver to house number 28 (not our number) for which they tried to blame us.
They said they were unable to refund the money as it was an online order.
We only managed to obtain a refund by emailing:
[email protected]
good luck x

We had the best pizza/service from Pizza Hut recently.

Do you work for them AlwaysCheddar 😂

Thanks I’ve emailed them hoping it just goes back in after pending!! THe store was so useless kept me on hold for ages and told me no manager to speak to

I'd print it all off and send it it to the hq.

You could try the Resolver website, recommend by Martin Lewis

I've always found pizzahuts customer service great and papajonhs awful. It's worth checking Google's review of each individual pizza place because they vary alot.

“They've been hopeless during lockdown”

Wish you’d think about that for just a moment. People are potentially putting their lives at risk so you can have a fresh pizza.

I thought I’d been charged for an order I’d cancelled but the transaction was sat as pending with my bank. Nothing to do with the retailer. Could be the case.

They are absolutely shit. We got a take away pre lock down on the way home from an event. It wasn't that local to us. When we got home the onion rings were raw in the middle and pale. Apparently it's impossible for them not be to cooked as it's done on a timer. the duty manager pretty much called me a liar. I got a refund from head office in the end.

Agree with HotDog the transaction wont have left your bank, the bank just have it earmarked for payment, hence it showing, but PH won’t be processing a payment for a transaction they don’t have.
The amounts will just vanish in a few days,

I get it’s lockdown and they are struggling to fulfil orders etc and that’s ok but taking money and delivering no pizza is not ok.

It is hopefully just pending op and the money will be yours again in a few days. If not your have to get on emailing and emailing and emailing head office.

Hope your have money and are able to get your dd a different birthday treat dinner?

This happened to me with Argos last weekend.
I did it once and it didn’t appear to have gone through, stupidly I didn’t check my bank account and ended up paying FOUR(!!!) times🙄with no confirmation or order number, phoned customer services and they said it goes into a holding account and would be refunded within 5 working days.
It was all returned the next day, hopefully Pizza Hut do similar.

YANBU the staff are absolutely hopeless. Probably one of the worst customer service experiences I’ve had too. Hope you get it back

It will probably go back into your account automatically. I'm presuming it's a pending transaction? If they know nothing about it, they shouldn't claim it so will return to your account in a few days.

How do you know the transaction has actually gone through and isn’t just a pending authorisation hold? If the transaction failed, the money will automatically be credited back into your account, it should happen overnight but it depends on your bank.

I ordered from them recently with no issue, well the issue was the food was a bit shit. Definitely wish I went with dominos

It’s gone in the sense that’s it’s no longer in my account and yes it is pending but I didn’t know that it could go back in, I hope it does but I’m not confident in that otherwise surely they would have said that on the phone?? She said to call costumer service for a refund which is of course closed. I only ordered as it was dds birthday as I said we don’t normally get take away. Luckily I did have enough to buy something else but that’s almost £100 down because Pizza Hut has taken £60 and I’ve been forced to order elsewhere.

Your bank has reserved the funds for the transactions as initial pending authorisation holds, but if the company doesn’t claim the funds then the transactions will drop off and your bank will release the funds. As the transactions failed with Pizza Hut and don’t even show on their system I think it’s likely your bank will automatically credit you instead of you having to chase up Pizza Hut.