Pizza Hut — Restaurant in Cambridge

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I visited just shortly ago. I ordered two large Saturday $10 specials and my order was wrong. On one pizza I had requested Hot Peppers to be added. Evidently I was given two different pizzas, which turned out to be the same two $10 specials I ordered, except with no hot peppers.

I called this location at 7:25 PM and spoke to a female who claimed to be the manager on duty, discussing this issue. I was told it was my fathers fault (who was picking up the pizza) that he didn't come back to return the pizza.

He already had started eating, until he noticed one topping was missing and called in. Obviously you can't blame him for not noticing it in the dark. The person on the phone told him to bring the pizza back to switch with the other customer.

A few things are wrong here. Why would Pizza Hut allow a customer who has taken a pizza off premises to be brought back in and exchanged with another customer? She later mentioned that she had to make a new pizza for the other customer since I didn't come back, implying a connotation as if we were the ones to be blamed. If I didn't eat it, and I returned the pizza, it would have been given to a different customer. For health and safety reasons, and million of other reasons, this shouldn't be done!

I was pretty frustrated so at this point that I just asked for the credit back since it wasn't worth driving halfway across the city for one topping, and I'm not really that picky when it comes to topping, but I wasn't even offered the option to remake the one pizza. It's just a $2 topping, but look at the principle with the level of service I was offered. It was just a coincidence that we got the pizzas we ordered minus one topping, but the fact remains that even being a long time repeat customer I wasn't even offered a credit makes me disappointed, combined with the fact that she was going to give my pizza away to a different customer if we returned it makes me question deeply if the employees here are trained properly.

TL;DR: Got wrong order, coincidentally happened to be my order minus one topping, not offered credit, verbally told they have to make a new pizza because I didn't bring it back (implying they were going to take back a pizza that has already left the store, and give it to a different customer)

Edit: 12/31/2017 I was called back by someone working in for the manager that day and offered a credit. Hopefully they took my feedback into consideration.

Funny story, after this I purchased two $10 deals via the app and called in to have one of the toppings changed. I was assured it would be done by the gentleman on the phone. Later, when my mom asked why they put pepperoni on the pizza (who accidentally did eat it, and she is vegan) I called back trying to get an answer for this. The phone disconnected randomly 4 times, 1 which was when I was talking to a gentleman who I assumed worked at the location, total lasting over 20 minutes and I could never figure out why he didn't put the right topping (he was putting me on hold and looking into it). When I called back, I was told by a grumpy lady at the call center that they don't change toppings for the $10 deals (understandable, if you'd told me that first) and when I finally got in contact with someone at the actual store I was told there was no guy that was trained to work on the phone, so I'm assuming I was misled by a call center employee.

Never going to order from this location again. Royally screw Pizza Hut and their...

Important note: I have been called a pizza brain many dozens of times in my life by both my constituents and other pizza brains in town. I once spent the better part of a year living in Italy (the country that looks like a boot) trying out various pizza restaurants. Much to my surprise, it was some of the best tasting pizza I had ever had! Stuff you absolutely could not find locally. However, as I originally anticipated there were some bad eggs around. I recall one of the establishments serving me pizza that didn't even taste that great. I can say with confidence that "Pizza Hut" would never do that. Each and every bite is accented with lovely cheesy undertones. The endless pepperoni grease seeps delicious pork and beef flavorings into the cheese and crust. The employees provide the pizza with amounts of love and care you would not expect anywhere outside of Italy or Chicago. Perhaps what impresses me most about "Pizza Hut" is their ability to fit additional cheese inside of the crust. Finally I can eat the crust instead of throwing it in...

I have been ordering through this store for literally years. I have noticed a steady decline in the quality of food as well as variety. Gone are the days where my wife and I could sit and enjoy a spaghetti dinner on a Saturday night because we can no longer order that off of the menu. Tonight was the straw that broke the camels back when not only was my order late, it was cold and the driver laughed about it. I have plenty of other franchises to choose from in the area, and unfortunately I'm being forced into ordering elsewhere in the future. Sure I can call the store to complain (again) and I'm sure they will try to make it right (again), but honestly I don't have the time and don't feel I should have to go through this time after time. Good luck with your restaurant in the future and maybe one day...