Pizza Hut — Restaurant in Alcoa

Short version. Fresh food was good. Salad bar looked gross. Waitress needs to be trained. Store had outdated ads on the tables.

I posted this crazy visit on my facebook. Sorry due to such a long post I didn't edit because I didn't want to risk loosing any of it...

So our visit tonight at Pizza Hut was so funny. We hadn't even got to the table and waitress ask what we wanted to drink. There was one other table with guests and one table that needed cleared. So the place was empty. My husband asked for the specials, we knew of three but not the details, she told us about one. We accepted and my husband ordered. Now when he asks for garlic bread with cheese, my favorite, she gave him a blank stare and said cheesy bread. He told her no and pointed out the garlic bread with cheese on the menu. She looked at the menu confused but then said OK. Richard then order some wings as well. Before she left the table I had to ask for straws for the drinks she brought to the table. While we were waiting we started reading the ads and what not around the place. There was an ad on the table to take a picture of your receipt to win a College Football Party... I told my husband he should do that. We are not huge football fan but would be fun anyhow. We looked closer and found the contest/ad expired 09/2016. We laughed at how outdated it was. We also started looking around and was glad no one wanted a salad. The side of the salad bar had drip marks on it and the sneeze guard was covered in dust. The waitress brought out the wings. We told her about the ad and once again we got that dumb founded look and just said "Oh". I had to change the subject because she brought us blue cheese and I knew everyone wanted ranch. We were left with one plate which was under the basket of the wings. So I grabbed the paper napkins for boys and me so we could share them. Next came the cheesy bread. Yep, even after showing it to her on the menu we got cheesy bread. I quickly point out that was wrong and we wanted garlic bread with cheese. "What" she said. I made an oval with my hands to represent the garlic bread and finally she understood. So we got free cheesy bread at least. Our pizza came and we had to use the serving spatula to finish cutting the pizza. Thankfully it tasted good! Now it was time to pay our bill and my husband handed her the check back with a card to use. He asked her to "run my card for me please". She looked at him again with that blank look on her face. Now if you know my husband there is no such thing as being quiet. This is the 1st person in 18 years who can't see to hear him. We also had to laugh because that table that needed cleared when we came in... still needs to be done. She had five table now in the place but they all came in slowly. I hope she is...

Complaint Summary: On August 12, 2025, my daughter and I visited Pizza Hut located at 2428 Airport Highway, Alcoa, Tennessee, for the lunch pizza buffet. We experienced unacceptable customer service, unsanitary conditions, and a serious food safety concern.

Details of Incident:

Upon arrival, we stood at the entrance for approximately 10 minutes waiting to be seated. An employee eventually told us to “sit wherever you want” and stated that someone would be with us shortly.

More than 15 minutes passed without any service. During this time, another group arrived and was immediately seated and served drinks.

When our server finally approached, she took our drink order but did not provide straws. We were also told that if we wanted drink refills, we would need to get them ourselves. This same instruction appeared to be given to other customers.

The buffet had very limited pizza options available, and the selection was poorly maintained.

The most serious issue occurred when I found a long hair embedded in my slice of pizza. The hair was so entangled that I was able to lift and dangle the pizza by it. I immediately reported this to the manager, who examined it but offered no apology, no replacement, and no form of compensation.

The restroom facilities were dirty and clearly not being maintained.

Why This is a Serious Issue: This experience demonstrates poor customer service, possible discrimination in service order, a clear violation of basic sanitation and food safety standards, and inadequate management response. Failing to address a confirmed food contamination incident is unacceptable for any restaurant.

Resolution Requested: I am requesting a formal written apology, confirmation of corrective actions to ensure food safety and sanitation are addressed, and a refund for the meal. I also request that the staff receive proper training in both food handling and...

I am highly disappointed in the service I received here two times in a row. Both times I was treated very poorly by the server "Breanne " I think is her name it's the name on the receipt. She's a olive skin girl with dark brown hair , wears her hair in a braid or pony tail. Both instances, I had to get up to get my own refills. She won't hardly look at us, she started walking away when I was still speaking to her. I was telling her my order was incorrect and to bring out garlic sauce and ranch. She would never check up on us to see how we were doing. I don't understand how she can judge my son and I. We're not difficult guests or rude. But I do tip based on service and she is severely lacking. What really ticks me off, is I'll see her checking in on other tables and giving them refills without asking. She told us to pay up front, for some reason didn't make the other table pay upfront. We do not come in looking like bums I'm not sure why this server chooses to judge my son and I. I was wanting dessert tonight but the server made me so angry that I didn't want to even eat it there so we went to subway and sonic for dessert. I am a very humble person and expect so little from my server and she couldn't even do the bare minimum. I'm very disgusted in the locations service which is a shame because we really enjoy the food when it's hot and fresh. Please correct this or I will never be back. I am a very generous tipper when servers DO THEIR JOB, it's not hard keep my drinks full and bring out my order correctly and...