Pizza Hut overcharged us

Kazipoo

A week last Friday, we had the unfortunate task of attending my father in law's funeral, and at the end of a long and hard day, it was decided that we would order in some food. Since my mother in law does not have internet access, my niece phoned the local Pizza Hut and asked what offers they had on. The best offer seemed to be the buy one get one half price, and, taking their word for it, we ordered four medium pizza's for us to share. We were told that this would come to £33 and some pennies. Around half an hour later the pizza's were delivered, we paid and we all enjoyed our food.

Having never been to a pizza hut before, because I always presumed it was overpriced rubbish, I was delighted with the pizza's, and decided that I might treat the kids. So late last week I checked out their website, only to find many offers that would have made it far cheaper, or more cost effective for us, for example, they do an offer of two medium pizza's and two sides for £18.99, so for a few extra quid, we could have had 4 medium pizza's and 4 sides, which I am sure we would have been willing to pay for, had we known. Anyway, I was a little put out at this, but figure, they are busy, there are quite a few offers, so we can't expect for them to recite the full menu over the phone.

So, I decided to price up how much it would cost us to get our pizza's by using their online system. When I added up the cost, I was shocked to find that we had been overcharged by just short of £5. This obviously added to my earlier annoyance, so I decided to phone them and tell them we had been overcharged. I gave the full story to the gentleman on the phone and he said he would get in touch with the Pizza Hut in question and get back to me.

Yesterday I received a letter:

Thank you for your call. I am sorry that you have been overcharged for your order you made on the 28th of August.

To refund the difference and as a goodwill gesture I have enclosed a gift card to the value of £5.00 for your use in any of our UK restaurants.

I apologise for the incovenience caused.

Yours sincerely etc etc....

So great, thinks I. I will give it to the mother in law when we visit again this weekend. But then two things occurred to me, firstly, she will probably never use pizza hut again, because there is only her, and the only reason we got it is because there were a few of us on that particular night, and secondly, I picked up the letter and read it again this morning and actually got quite incensed by it. A goodwill gesture??? Where?? We were overcharged by almost a fiver, so where is the goodwill?? Their staff overcharged us, whether by accident or on purpose, so they took our money, and in theory should give back our money, not some stupid gift card that as a goodwill gesture might give us an additional few pennies :mad:.

I know this will probably seem quite finicky to some people, but I don't believe there was any goodwill at all, and quite frankly, we were entitled to our money back anyway!

Do you think I should phone or write to them to tell them that I actually feel quite offended by their goodwill gesture, or should I just suck it up and take the gift card up to the mother in laws this weekend?

peachyprice

Before you go off on one, have you actually checked the offer available 'in store' they usually vary from the online offers and the two cannot always be compared. They also vary from area to area.

Kazipoo

peachyprice wrote: »

Before you go off on one, have you actually checked the offer available 'in store' they usually vary from the online offers and the two cannot always be compared. They also vary from area to area.

That was actually the very first thing that I did. When I rang the customer helpline I asked if these prices were the same as instore prices, he confirmed that they were.

Jakg

Are you sure these instore prices are for eat-in? Some of their offers are in-store - but only for collection.

It's a goodwill gesture as you were more than happy to pay the amount they quoted - they didn't overcharge more than they originally stated, they could of just charged you less via special offers. They have no legal obligation to give you your money back - it's not like they short changed you.

Kazipoo

Jakg wrote: »

Are you sure these instore prices are for eat-in? Some of their offers are in-store - but only for collection.

It's a goodwill gesture as you were more than happy to pay the amount they quoted - they didn't overcharge more than they originally stated, they could of just charged you less via special offers. They have no legal obligation to give you your money back - it's not like they short changed you.

Yes they have!!

They quoted buy one get one half price and we did not receive that offer, the customer service representative also stated that we had been overcharged. Your statement is like saying, well the price was £10 but when I got to the checkout she charged £15, but I didn't notice it as I bought several other items too.... tough??!!??

He stated an offer to us, we took the offer, therefore we should have had them at the price stated, its not my fault that he can't add up properly. If you had been overcharged in Asda, would you not go to the customer service desk and tell them?? Would you not expect your money back?? Have you got MUG written on your forehead??

underlay_guru

Hi,

You were overcharged by 'just short of' £5......
.....you have been sent a £5 gift card as an apology.

It appears they have honoured the overcharge, even if it's a gift note, rather than cash.

OlliesDad

While i understand that you are miffed, if you asked what offers they had, they may have been under the impression you meant special offers rather than the standard meal deals.

May i suggest that if you order from Pizza Hut again, go onto google and type "Pizza Hut Voucher Codes" as ther is normally some good bargains as well. At the moment i believe they have a 50% off if you spend over £30.

HTH