Pizza Hut — Restaurant in Arlington

My husband and I order from this Pizza Hut every weekend usually on Sundays for months now. We’ve continued to do this because we were satisfied with the product. However, yesterday, November 11, a Saturday, we ordered my husband’s pan tossed or hand tossed, and my thin crust, which is our usual order. We literally live five minutes up the street from this location, and we always pick up. Yesterday my thin crust was cold when we got at home and when we called to complain about it, the manager Gary said that he doesn’t understand how it’s possible how it could possibly be cold because he took it out himself, and we both said well that’s the case it was cold and he basically hung up. We called back or I called back in this circumstance and the lady on the phone was incredibly rude, saying how every weekend there a phone calls from this number with complaints and it’s a frequent complaint number which is absolutely impossible. We always order on the computer and never called her orders, not ever! She proceeded to say we were lying about that and I told her we can produce phone record showing we never called this location, and we certainly have never had a complaint with it. When I had it with her, I asked to speak with the general manager Gary and he kept saying he finds it hard to believe that this pizza was cold and I kept saying I find it hard to believe that you’re calling us a liar when we have never complained before and he was rude and he was nasty and before he even got on the phone the last thing the female said to me was by the time Gary gets on the phone you’ll get yourself a better attitude! I cannot tell you how outraged I am at the service and the people that work there are atrocious. This location seriously needs to completely be gutted and hire employees that know what they’re doing and know how to interact with customer service know how to get a good customer service and don’t blatantly lie. We finally got Gary to say he’ll remake the pizza with a warning that it’s gonna be ready in 15 minutes and I told him we live five minutes away my husbands coming up there, and he said fine and hung up. I got on Twitter, or X now, and lodged a complaint with the company on there, and they issued me a coupon for a free large pizza with any topping. While corporate gave us a satisfactory response I guarantee if we use this coupon it will certainly not be at the Park Row location. I highly encourage anybody ordering from this location to stop and go elsewhere because otherwise, these people will continue thinking they can run a corporate business. However, they want to and treat people however, they want to and lie as much as they want to and get away with it. I’m not done with this I’m gonna place a review about this location on every service. I possibly can because I have literally never in my life had worse service! Ever! I am in my 40s and literally have never had a worse experience with...

Placed an order for 8 large pizzas for carryout (5 pepperoni, 3 cheese) at 10:29am 3/3/24 afterwards I got 2 calls from them but I had missed them cause my phone automatically rejects unknown callers so after I noticed them I immediately called back at 10:32am to see if everything was good cause they left no voicemails. He said he had to cancel my order, first because he couldn’t get ahold of me to verify the order so after I tried to say yeah I need them, verify it please he then said it needed to be placed 24 hours in advance because it was a large order, which I feel like those 2 things are contradicting, sounds like it should have been one or the other. Also the website didn’t say it needed to be ordered in advance, it let the order go through. I think whoever spoke to me needs better training on customer service. I feel like it wouldn’t have been hard to try to find a solution. Maybe try to work with the customer next time, like “Hey I’m sorry we don’t have the staff to complete that order, but If you’re willing to wait, we can have it ready in an hour”, or “hey we can still make you half of the order if you want”. But nahh, just letting me know that they’re not making my order. Also better communication is needed. He straight up said he had canceled my order and didn’t even let me know. Didn’t bother to leave a voicemail when he called twice and never even got an e-mail about it. Thanks for nothing...

Normally, I get my pizza and am fairly happy with what I get. However, their app is terrible and on a recent order, I somehow accidentally added an extra topping (that we can't eat) to the pizza. Once it was delivered, I noticed the problem and took it back to the store, hoping they'd work with me in some way because of my order history. Unfortunately, they said I had to reorder, not even a partial refund for my delivery order or a discount on the reorder were offered. I ended up just leaving the pizza and leaving. Very unhappy. I will not be reordering from here, or possibly any Pizza Hut ever again. Very disappointed with the customer service.

To specifically speak about the problems with the app, On my Android phone, it is incredibly slow and I often have to reopen a couple of times before I can even start an order. The order tracking seems buggy at times. It also seems that it is easy to accidentally select an option you didn't mean to, which happened to me in this case. The order confirmation you receive is in a bunched-up paragraph form instead of a list form, so it's even easier to miss if you misordered something. With the state of their app, they're basically asking for customers to order the wrong thing. Extremely...