Pizza Hut India — Refund promised but not received

Address:

Bangalore, Karnataka, 560103

I have ordered a pizza from pizza hut kadubeesanahalli store on april 7th 2017 using foodpanda app. The order was made at 08:09 pm and the delivery was promised by 8:40 pm (Payment receipt from mobikwik & foodpanda order history available). Total payment amount : rs. 618.76.

At 8:35 pm i get a call from the store person who informed me that the pizza is ready, but since there are no delivery people available, it will be delayed and delivered 15 mins late. I asked him that if the pizza is already ready, wont it get cold by the time it is delivered and asked him why they did not prepare the pizza itself a bit late, once the delivery person is available. He promised me that it is not a problem and that the pizza itself will be delivered hot and fresh.

After waiting till 9:00 pm, i called the store again and they informed me that the pizza is already out for delivery. Waited 10 more mins and called again - 1 hour since making the order - really worried about the condition of the pizza when it is delivered. They informed again that the person is almost reached my place and it will reach soon and that it will be still hot.

Waited again till 9:30 pm and called the store, now really irritated. The person who attended the call was not at all helpful and kept repeating the same story. So i asked to be transferred to the store manager. He was a sensible person and understood my concerns regarding the pizza getting cold and promised to give me a 50% refund on the amount paid. I was really irritated, since my daughter wanted to have something before sleeping and i had to finally buy something else from another restaurant for her, after waiting so much. It was way past her bedtime already.

Finally the delivery person reached at 9:55 pm, and he told me the reason for the delay was because he had to wait somewhere else because another customer did not pay for the delivery. Which is an absurd reason, because i live less than 1 km from this store! Definitely it was pathetic planning from their end that they did not deliver the nearest order first and instead kept it for the end. Anyways, i collected the order and started to eat, only to find that the entire pizza was cold and damp. I kept it in the oven to heat it up and then it became so hard that it was completely inedible and i had to throw it out. There was also an order for garlic bread, which was so soggy that it was tasteless and i had to throw it away as well.

I called up the store manager and asked for a replacement order for the same items. He said it will not be possible to deliver on time again and instead promised me a full refund for the bill amount. The person was very nice to speak to, but apparently it is all a scam and they never initiated any refunds - 50% or 100%. After waiting 14 days as they had informed, i called them up and they asked me to wait another week and that the amount will be credited back. It has been 2 months now and nothing has happened yet. There is no direct number provided for the store and calling their number gets diverted to their call centre. I called up multiple times over the period of 2 months and they always inform me that the store manager will contact me back, but no progress yet - except my telephone bill getting bigger with every call.

Please avoid this pizza hut kadubeesanahalli store run by scammers!