Pizza Hut — Restaurant in Arlington

Oh my, where do I start?! December 8, 2017: we placed our order for pizza over the phone to be delivered to our house. The delivery guy was nice and brought our pizza inside. He explained that we will need to call in our credit card information, so he sat with us in our house while we called the location multiple times without answer. We left voicemails stating our names and phone numbers and that they should call us back ASAP. The delivery guy then had us sign a receipt and left. We continued calling the location nonstop. We finally reach them and they say they cannot find our order, so they said it was free. In the meantime, we are receiving text messages from the manager (Latoria I believe) about how they are “sending the police to collect payment.” We continued calling the location without an answer. After around another 30-45 minutes of calling, we reached an employee who kept putting us on hold then finally the manager picked up. She said that we were hanging up on them and that was why they were calling the cops. - my brother (who first received the threatening text) received a phone call from an anonymous number, and when he answered, no one replied, so he hung up (who wouldn’t?!!!) - She then tells us that she will send the delivery guy back to collect the payment (for the second time). He arrives and he calls the manager multiple times to no avail and so do we. When she picks up this time, she tells us how this is all our fault and that we were “teenagers pranking them”. Mind you, my mom is the one who dealt with this all and talked to her on the phone, and she’s 43. Way past the teenage years. After these false accusations are done being spoken, she tells us how our food is free (for the second time). So the delivery guy leaves and hopefully it’s over. But, last time she said it was free, she said she was calling the police, so who knows. Overall, all I can say is 1. The delivery guy was super nice and I feel bad that he has to put up with this - doing this lady’s dirty work. 2. Shut this location down. Or at least fire this so-called manager. It is not okay to threaten people for “not paying” after we were told it was free and after we called them nonstop for 45 minutes. We have been going to this location for about 5 years now and it’s the only location that delivers to our house, so it is very unfortunate to say that we will never EVER order from them again. I would prefer not to be arrested for false...

They never get the order right, one time I got a pizza that didn't even have sauce. Another time the guy showed up and tried to give me someone else's pizza, and it took another half hour to get my actual order. Another time the pizza had been smashed against the top of the box, or it had been carried sideways and all the cheese and toppings fell off and got squashed at the edge. You call them on the phone because it has been an hour that you havent gotten your pizza, turns out they messed up inputting your card info and they're the ones who act like it was your fault they're incompetent, like you're some random stranger who isn't keeping their mf business afloat. The drivers frequently are unfriendly and won't say a word to you, won't even greet you. They also like to close down their online ordering, which they've done two days in a row now, completely locking me out of partaking in their half off online orders deal since I can't seem to change to any other store. They do this without warning, and against what any of their other hours listed state.

This store needs to be shut down or restructured ASAP and whoever is managing it needs to get out of management and stay out, all you do is bring shame to this industry. They are dragging pizza hut down as an entire franchise. If you are listening, corporate, you have lost my money to literally any other pizza shop around, I am boycotting this company indefinitely. This store is just as bad as the local Dairy Queen, and if it weren't for the brand recognition they wouldn't exist right now, I...

Worse experience I've ever had lengthy post exchange between me and corporate office basically I placed a delivery order that I never received. Hello, the report should have stated I never received the order. I'm also going to include screen shots in this email. I just pulled the order up again this morning and it still says out for delivery. I dont know if its something wrong with the website or not. After placing the order. I received a text message 20 to 30 minutes later saying it was out for delivery. After waiting for about an hour, I decided to call the store. The young man who answered couldn't tell me how long it would be before I received it, he just kept saying "I don't know" and "I'm not sure". I requested to speak with a manager after being put on hold for 20 minutes the line disconnected. It took me another 30 to 45 minutes to get through, once I did I spoke with the manager. She proceeded to tell me the driver marked my order delivered at 8:13pm and the driver had gone home for the day. Also stating she was not able to get in contact with him. That is completely unacceptable. I requested a refund as to which she tells me I would have to bring the card in the store. I advised her I do not have any transportation which is why I ordered delivery. I was so livid I disconnected the line and proceeded to contact your customer service number. I completely understand we are in a pandemic and its busy holiday season, but I'm more upset with the unwillingness to help and understand the importance of...