Pizza Hut — Restaurant in Altamonte Springs

It is perplexing this store has been able to provide such poor customer service for so long. We love(d) Pizza Hut - until we began ordering from this store.

The first time we ordered, despite being about 2 miles away, delivery took over an hour. When the pizzas arrived they looked like they had been dropped. I posted pictures on their FB thinking I would hear back from someone. I did not. (In this store's defense, I apparently posted on the wrong Pizza Hut's page.)

Months later we decided to give them another try. I asked if anyone was willing to give me their phone number so I could text the pictures from our previous order - to understand why I was stressing that our order be delivered in good condition. Nobody wanted to give out their number so when the driver arrived (late) with our order, I showed him the pictures. He said it looked like someone had pulled out in front of the previous delivery driver, causing the pizzas to go flying, which was completely out of the driver's control.

That second order was cold, but edible, so we ate and decided we probably wouldn't order in the future unless we were having a food emergency. A few months later, that food emergency happened, and we nervously placed an online order. We were surprised to see delivery time was quoted as 20 - 30 minutes. After 45 minutes we called the store. We were told they were extremely busy but our order would be on the way shortly.

Our order finally arrived. However, when we opened the boxes, despite the receipt reflecting our correct order, the food was completely wrong. I called the store and after much time on hold I spoke to someone who had to transfer me to the correct store. The employee apologized and asked if I wanted my order remade. I stated there was no other option as I do not eat meat and both pizzas had meat on them. She said our order would be out soon and SHE WOULD SEND IT OUT AT NO COST. OF COURSE WE SHOULDN'T PAY FOR OUR CORRECT ORDER WHEN WE PAID FOR THE WRONG ORDER ALREADY! We were also asked to return the incorrect order to the driver when he arrived.

After another 45 minutes I called back to see what was going on. I was told there was no order under my name. By that time it was late and there was no way I was waiting another 45 minutes for a mediocre pizza. I asked for a refund instead, but was told a refund could not be done over the phone - I would have to come in. So the next day I went in and asked for my refund. I also showed her pictures of the pizzas we had been delivered from her restaurant.

The manager was apologetic and gave me all the reasons things weren't going smoothly at the store. I told her in the most polite way I could that as a manager she should understand a customer doesn't care why they got bad service - they want the matter to be rectified quickly and without excuses. She gave me my refund and offered me a $20 credit.

A few weeks later we gave it another try. We placed the order but did not expect to get our food for at least an hour. As the hour mark approached, I called the store to check on our order. I was on hold in the queue when someone finally picked up. I was told once again I would have to be transferred to the store I ordered from. The first transfer got me to a store out by the attractions. That store transferred me to an Altamonte Pizza Hut, but not the correct one. The third transfer got me to the proper store.

Again we were told how backed up and short handed the store was, but that our order was the next order out the door. I waited another 20 minutes and called back. This time our order had been made incorrectly but the correct order was on its way out of the oven and was the next delivery to go out the door. I was offered a free 2 liter and another credit.

Our order finally arrived, but they had run out of large dough and sent us two mediums instead. Not the worst solution - just another reason to question if this store is in the hands of someone who knows how to manage. Seems like an area supervisor should step in and help out whoever has to run this hell hole of...

Worst experience I have ever had w/ a Pizza Hut, and I didn't even get to taste their pizza. They asked to see a copy of the credit card when they arrived... Not a problem if I actually had it here. The money used was in my account, my card, b/c I just got paid today. After ordering, I handed the card to my husband, who went off to the store. This requirement should really be on their website, or in the email you receive. 1. I have used the same Pizza Hut account/log In for over 6 yrs. 2. The account is in my name, which can be matched against my ID. 3. The credit card on file, used several times w/ pizza hut, was again in my name. 4. They already took the money and I offered to prove that to them. 5. In all of my years ordering w/ Pizza Hut I have never been asked for this, and they wouldn't accept any other form of proof. 6. If this is going to be a requirement, they shouldn't be allowed to charge the card until they see the card.

Furthermore, the manager was completely unapologetic. She said "sorry", but it lacked any amount of empathy, which is ultimately why I completely lost my temper w/ the manager over the phone. Anyway, I called the corporate office, who provided me the Franchise phone number, which was invalid. So I called the Corporate office again and filed a formal complaint. Don't get me wrong, I understand why they may want to see the credit card; but, give a warning; especially when I just had a delivery from them a couple weeks ago, and was not asked to see the card. Also, since it's a new policy, the management should have a little more understanding and empathy. Because of this, I will never order from this Pizza Hut again, and I may not ever order from any pizza hut again, for that matter. What a waste of my time, waste of their time, waste of the driver's time, and what a waste of money to the franchise. Finally, what a way to turn away a loyal customer, and the years of revenue that would have come. Next time, communicate policy changes, and be more empathetic to...

🍕 A Disappointing Experience at Pizza Hut: Desperate for Dough and Staff

Rating: ⭐ (1/5)

I hate to be the bearer of bad news, but my recent experience at this Pizza Hut location was nothing short of a disaster. As much as I've always loved their mouth-watering pizzas, I couldn't ignore the glaring issues that have overshadowed the food this time.

The biggest issue I noticed was the severe understaffing. The poor souls working there were visibly overwhelmed and struggling to keep up with the orders. It was apparent that the employees were stretched way too thin, trying to juggle the roles of cooks, servers, and cashiers all at once. This, unsurprisingly, led to longer wait times, mix-ups in orders, and a general sense of chaos.

To make matters worse, it was evident that the working conditions were abysmal. The staff looked exhausted and stressed, as if they were being pushed to their limits. Even more distressing was the fact that one of the employees appeared to be quite ill - coughing, sneezing, and clearly not in a condition to be handling food. It was appalling to see that they were still expected to work in such a state, putting both their own health and that of the customers at risk.

It's disheartening to see a once-beloved pizza chain deteriorate to such a level. This Pizza Hut needs to seriously reevaluate its priorities and treat its employees with the respect and care they deserve. I understand that businesses face challenges, but compromising the well-being of the staff and the overall experience of customers is simply unacceptable.

Unfortunately, until significant improvements are made to address these issues, I won't be able to return to this Pizza Hut location. In the meantime, I hope management takes the necessary steps to improve the situation for the sake of their hardworking employees and...