Pizza Hut — Restaurant in St. Thomas

Seriously let down. I am a fairly frequent customer here (MyBox Lunches and the occasional $50-60 dinner) but tonight I was really let down.

The quality of the pizza was unusually awful and the customer service was worse.

I have never called in with an issue before, so I was surprised when I was met with so much hostility.

I called and the phone rang for several minutes with no answer, then a young man picked up, said "hello" and immediately hung up. I called back immediately and the phone rung again now for a minute before he picked up again. When I kindly and calmly explained that there was a quality and temperature issue with the pizza, his immediate response was to get defensive. Condescendingly, that what we experienced wasn't possible, so apparently I was lying. I explained to him that I spend quite a bit with this Pizza Hut, that I am a big supporter and have never had any issues before. He didn't care, he asked if I had eaten any of it yet. I said I have had a few bites, but I have covid and am separated from my son and wife and that I am not sure how much they have eaten at this point. He rudely said I should have called right away, I let him know I did.

I asked to speak to a supervisor, he said "Why? She'll just tell you the same thing" in a very snarky tone. I remained civil and politely asked again. He complied.

I then listened for 2 minutes as he loudly discussed the situation with Brooke who was next to pick up the phone. At one point he told her that we had eaten the whole pizza (not true), she replied "Well then we can't replace it!", he responded to her in a exasperated and high pitched voice " I know! That's what I told him!"

Brooke was immediately defensive, I told her my concerns she let me know it couldn't be replaced. I let her know that I wasn't looking to get it replaced because I do not want to wait another 40 minutes to have my son fed anyways. She dismissed my concerns that the pizza was "delivered within the the time" so there is no way it was cold upon arrival. I told her I was just sharing my concerns that the pizza was made quite poorly as well. The pizza was crust-less, the bottom of the pizza was soggy and the top of the pizza was cold. I rationalized with her that surely a pizza could get cold even if delivered within a specific timeframe. For instance, it could have been left uncovered outside of the oven while waiting for an available delivery driver, perhaps my pizza was the last of many to be delivered, perhaps the driver had their windows open, perhaps the driver did not close the thermal bag. She responded, snarkily, to a good customer who has never called in an issue before, that the delivery driver would never make any of those mistakes, it's not possible. So, for a second time in 5 minutes I was called a liar by two employees with rude and demeaning tones.

If they had simply politely said " We apologize, not sure how that could have happened ... but unfortunately our policy is that once a pizza has started to be eaten we cannot replace it, nor do we have the ability to issue credits for a future purchase" in a polite and friendly tone, I would have been a bit miffed at the policies, but I would remain a customer.

How I was treated today is some of the worst customer service I have experienced in a long time. Sadly (because the quality is usually great!), we will be taking our business elsewhere. Brooke and her staff member lost a...

Worked late doing renovations and ordered online 15 minutes before closing. Got a confirmation email and everything. 1 hr after the scheduled delivery time I gave up waiting and went to bed hungry. They had my phone number they could have called and said that they wouldn't be able to deliver as they were closing soon. But I guess courtesy to your customers is a thing of the past with this franchise. Had I known they weren't coming I would have ordered from someone else who delivers later on a Friday night. NOT IMPRESSED. Would it have killed someone to pick up the phone and call and say I'm sorry sir it's to late we won't be able to fulfill your order tonight. The kids working tonight may be laughing now but I'm sure management won't be after reading this review. Especially when they realize I have been a loyal customer for almost 30 yrs but no more. I will find a new pizza place from now on. Pizza Tonight has always been my 2nd favorite but from now on their no 1. Update my pizza just showed up. IT'S ONLY 12 HRS LATE....

5* because of how the manager (Rob) handled a poor experience

We order here regularly whenever we come into town for a fast easy meal to bring home, it's easy to order online for a specific time and pick it up conveniently to bring home.

Few months ago we had a issue with the staff organization and led to a long wait time for food, when I had reached out to management with my concern I feel he had handled his response very well! Unlike some businesses he had got back to me asap, and apologized for how things were that day. I have heard stories of some places just pushing the blame or not responding.

My advice is if you have one bad experience here or a concern don't review them bad based on that experience and try reaching out to the manager first.

Other then this one experience pizza is always good, they do stride on freshness and portions / orders have always been correct, and they do not cheap out on toppings.

Thanks again Rob for getting back to me so fast & to all the staff who work hard when short...