| Address: Pizza Hut | Delhi - Mumbai Expressway, Vadodara BPCL Survey Village - Saraswani, Taluka, Padra, Vadodara, Gujarat 391440 |
I am writing to formally escalate a deeply concerning experience at one of your outlets, which reflects serious lapses in hygiene, service standards, and customer grievance handling.
Outlet Location: Pizza Hut | Delhi - Mumbai Expressway, Vadodara BPCL Survey Village - Saraswani, Taluka, Padra, Vadodara, Gujarat 391440
During my visit, I observed the following unacceptable issues:
- The outlet was critically understaffed. A single staff member, identified as Krishna, was simultaneously managing billing, food preparation, and table service—an unsustainable and highly unprofessional practice.
- Alarmingly, the same individual was seen cleaning the premises and washroom, and then serving food without washing hands in between. This is a gross violation of basic hygiene protocols and poses a serious health risk. We did not even have our food looking and left due to such hygiene issue.
- The service was disorganized and inattentive. Staff appeared untrained, overwhelmed, and unable to manage customer needs effectively.
- At the entrance, where seating is clearly restricted, a family was allowed to join tables and insisted us to close the door while we were moving in /out. Your staff failed to intervene or enforce any seating policy, indicating a lack of supervision and accountability.
- We were not asked for our phone number during billing, and an incorrect number was entered on the bill—raising concerns about data accuracy and customer record management.
- Upon requesting the complaint book, manager’s contact number, or an official email ID to escalate our concerns, the staff outright refused to provide any information. Instead of assisting, they became argumentative and dismissive, further aggravating the situation.
After all this manager number was given [protected] and he was also not giving any details. Even we have raised official complaint on your consumer number[protected] and they committed to call back within 25min with solution. But I haven't received any update or call till now. Attached Screenshot. Also have raise complaint on email on 16th jan2026 but no one responded.
- I strongly urge you to review the CCTV footage from the time immediately following our bill generation (Bill no. [protected] Time 19:19hrs Date 16th Jan 2026). It will clearly validate the hygiene violations and staff behaviour described above.
This experience reflects a serious breakdown in operational discipline, hygiene compliance, and customer service. It is entirely unacceptable for a brand of your "PIZZA HUT" stature.
I expect an immediate investigation into this matter and a formal response outlining the corrective actions being taken. Failure to address these concerns transparently will compel me to escalate this issue further through appropriate consumer grievance channels or Food Safety and Drug Department.
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