Pizza Hut

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Reviews

1. Steve ★☆☆☆☆

   Extremely Disappointing Service – Let Down by Staff Attitude I visited Pizza Hut Castle Gate, Dudley last night with a friend, having booked a table for 7pm. Unfortunately, the experience was deeply disappointing and let down almost entirely by the poor level of customer service. On arrival, despite the restaurant being almost empty with only two tables occupied and just two staff on duty (one male, one female), we were not greeted at all. The male member of staff did not ask how we were or welcome us; instead, his opening line was blunt and rude: “Just to let you know it’s payment by cash and you order on the app.” No smile, no explanation, no courtesy. Throughout the evening, three other tables arrived and were met with exactly the same cold, unwelcoming script by both members of staff. Once seated, no one explained the ordering process, the salad bar, or how refillable drinks worked. We were left to figure everything out ourselves. After ordering food, desserts, and drinks via the app, no one came over for more than five minutes—even though the restaurant was quiet. We eventually had to walk to the bar ourselves just to get glasses for our refillable soft drinks. When our pizzas arrived, no one checked in to see if everything was okay. The only interaction we had with the waitress was when she came over to tell me there was no chocolate topping for the cookie dough. She offered to add extra ice cream instead, which sounded reasonable—but this never happened. To be fair, the Meat Supreme pizza was very good, and the cookie dough itself was enjoyable despite the missing topping. However, the salad bar looked dry and not particularly fresh in places. That said, food quality became secondary to the overall experience. What truly ruined the visit was the staff attitude. There was a complete lack of empathy, customer engagement, or basic hospitality. The staff appeared disinterested, unapproachable, and not remotely customer-focused. It felt like our presence was an inconvenience rather than valued custom. I left the restaurant feeling very dissatisfied, and the poor service completely overshadowed what could have been an enjoyable meal. Sadly, based on this experience, I would not recommend Pizza Hut Castlegate, Dudley unless there is a serious improvement in customer service and staff training.

   almost 2 months ago
2. Estee Griffin ★★★☆☆

   Visited Pizza Hut at Dudley Castle Gate yesterday and was overall disappointed which was a shame as have always enjoyed the Pizza Hut brand. We were told to order on the app with card payment only. Took a while to sort out due to WiFi connection issues. Staff member came over to ask if we needed help however she was rather abrupt with her question making us feel uncomfortable. Once ordered were given glasses for drinks and told nothing else about the buffet, luckily we have had the offer before. The area for pizza was very small and led to long queues, same pizzas kept coming out causing a rush for margherita and Pepperoni ones. There was a party which made it busier than normal. The salad was topped up often but the salsa remained empty throughout. The ice cream factory was immediately next to the buffet area leading to a mix up of queues. The staff looked especially busy and fed up, some customers ate far more than others filling their plates high plus having tons of ice cream factory. These tables were obviously eating more than the price of the buffet deals. If they are in each day no wonder the Pizza Hut is having to close restaurants. Having to pay at the start you have no real interaction with the servers, not build a good relationship to leave a tip. No one checks if you were happy with the food nor says a good bye. Unfortunately we won't be returning to this restaurant in the future

   almost 4 months ago
3. Saty Nandhra ★☆☆☆☆

   experience at Pizza Hut, which I feel needs to be raised formally. From the moment we arrived, the blonde girls attitude was unhelpful and unwelcoming. Despite us struggling to navigate the buffet system through the app, we received no support when we asked for assistance — not just once, but on multiple occasions. Before we had even started eating, the manager approached us demanding payment, without taking the time to explain the process properly. The situation escalated further when my young son took a single bite of his father’s pizza. Instead of handling this with understanding, the manager attempted to charge us for an additional buffet meal, which felt unreasonable and unfair. The manager’s approach throughout was standoffish, accusatory, and hostile. At one point, we were even accused of eating food we had not touched. Most concerning of all, we felt the manager’s behavior towards us was discriminatory and racially motivated. This created a deeply uncomfortable atmosphere for my entire family. Overall, the way we were treated was unacceptable and far below the standards expected from a family restaurant. I hope Pizza Hut takes this feedback seriously and addresses both the poor customer service and the discriminatory conduct we experienced.

   almost 5 months ago

1. Priya ★★★★★

   We visited the restaurant on a Monday evening. Michael was looking after us and was excellent, really helpful and accommodating as we had a pushchair. He was really attentive to all the diners. The food came out hot and pretty quick, just in time for finishing the salad!

   almost 11 months ago
2. Dal ★★★★★

   Visited on Tuesday lunchtime. The young lady serving us was great. Warned us it was card only before she seated us, which wasn't an issue for me. Asked if I was going to use a certain well known discount code before I bought it up myself. Online order system was a bit pointless as the code wasn't working but she helped out and put it through. Food was good, just your standard pizza hut food. Salad bar was well stocked. No complaints about the food or service at all, but just not a fan of how close together some of the booths and tables are. Would definitely come back though

   almost 3 years ago
3. Kim Grigg ★★★★☆

   Food was lovely…ordering well… it was tricky to navigate the menu add extras, checking which would be the best deal, it would be easier if you didn’t have to navigate an app to order from a menu that’s on the table, finding the food you’re looking for can take time! Also give the coffee a miss, tasted like warm milk.

   almost 3 years ago

1. Laura ★★★★★

   We did the all you can eat lunch buffet, where you are pretty much shown to your table then you serve yourself. Everything is ordered and paid for online then you grab a bowl and a plate and help yourself. The food was lovely and there were loads of pizzas.

   almost 3 years ago
2. Mohammad Mahmoud ★★☆☆☆

   I did not like this branch though I have a great loyalty for pizzahut. First many items were missing such as the ice cream factory, cheese triangle, besides the salad station missed many initial item. second it takes long time to get the order especially the dessert. The staff though we're nice and it seems they were understaffed on the day i visited.

   almost 4 years ago
3. Lee Bates ★★★★★

   *** CARD PAYMENTS ONLY & ORDERING VIA THE APP ONLY *** £12.99 gets you, unlimited pizza, unlimited drinks, unlimited salad & pasta, unlimited ice cream. Only week days until 15:00 than price goes up. Friendly and welcoming, good level of covid measures. Clean and tidy venue with plenty of hand sanitizer available. Staff try to spread people about as best as possible to maintain social distancing. 5 / 6 selections of pizza, plenty of variety of salads.

   almost 4 years ago

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