Pizza Hut — Restaurant in Battle Creek

First, I placed my order using the app, which repeatedly crashed. While that issue is on the app and not the store, it was frustrating. However, what followed was far worse.

When I arrived to pick up my order, the restaurant had a strong, foul odor — similar to a sewer backup. That should have been my first red flag, but I took my order and left.

When my family and I began eating, we noticed the garlic cheese sticks did not taste right. On closer inspection, we discovered actual bacon mixed in. We do not eat pork for personal reasons, so this was not just a mistake — it was an unacceptable breach of trust in food preparation. I immediately triple-checked my order history to make sure I had not accidentally ordered the bacon version, and I had not.

I attempted to call the store to resolve this. It took five separate calls and over 10 minutes to get through to anyone. When I finally did, the employee confirmed that garlic cheese sticks do not come with bacon. I was then transferred to someone claiming to be a manager. But when I was in the restaurant picking up my order just 25-30 minutes prior there was a lady with manager in her badge not the man who answered. He stated he had personally made the order and insisted it was garlic cheese bread, not bacon — essentially dismissing my concern and suggesting I was wrong.

When I told him it was clearly bacon, he refused to offer a proper solution. Instead of simply apologizing and correcting the mistake, he told me I was out of the delivery area (I live 15 minutes away) and offered only a coupon that would “take 14 days” to arrive. That is completely unacceptable customer service, especially given that this was a clear mistake on your part.

I drove back to the restaurant with the food to prove my point. When I opened the box, the same person admitted, “oh yeah, that’s bacon.” Yet instead of apologizing, he doubled down on telling me I was being “mean.” At no point was I rude — I was direct, frustrated, and disappointed — but certainly not mean, I did not raise my voice or use any unprofessional language. Being told multiple times that I was “mean” after I had eating food I cannot eat was both insulting and unprofessional.

The way this was handled was a textbook failure in service recovery. Mistakes happen, but how they are addressed determines whether a customer will ever return. Arguing with a customer, insinuating they are lying, refusing to take responsibility, and then insulting them is completely unacceptable. A proper response would have been simple: a sincere apology and immediate replacement of the order, even if it meant making an exception to the delivery area given the circumstances.

I am not interested in a coupon. I expect this issue to be taken seriously and addressed so another customer does not have to deal with the same...

Ordered a pizza last month on the second probably about 1 o’clock came and got my pizza. What was supposed to be cheese sticks got home did not have a large stuffed crust with chicken bacon pepperoni on it. It was a barbecue chicken something or another with peppers and onions, or I don’t know what it was. It was not one of the normal pizzas. It probably came off of the buffet line, and I had an order of cinnamon sticks instead of Cheese bread called the same day. The girl that took my call said it would be in the book, the credit would be called the night starting at 9:40 and got hung up on six times from 940 until 1030 when then the call center people said they would put the order in and they put down that I had the credit seeing how the store continuously hung up on me And waited to be hung up on 67 times and then to be told no at the last minute after the call center dropped the ball in the store has dropped the ball. This is unacceptable and ridiculous.bn And to be technical, I didn’t get anything because I never got the food. I have ordered and seeing how I’ve worked at two different Pizza Hut’s before in the past when I was younger I know what the store policy and it’s effort is in supposed to be so now you have several employees that did not go by store policy and you had several call center people that did not do what they said they were gonna do I’ve never ever in my life. Been heard of being hung up on six times. So now I will go back to the store in the morning on the corner of Michigan Avenue and M 37 and hope to God that this manager is gonna believe this conundrum story And I second you might wanna start actually having people follow the policy so disappointed so not even sure if I wanna deal with it anymore. Good night I’ll go to bed hungry all because once again, two nights one last month and one night this month no food for me but yet, Peter gets to keep my $30. Good...

0 Star!! I called Pizza Hut on Michigan Ave asked my fiancé as the phone was ringing cash or card then said “Hello” as he is talking over me saying “Neither we closed at eight”(very rudely I might add) then hung up, so I called again didn’t even get to finish explaining who I was and for the manager he Jumped down my throat and rudely shouted “I am the manager and I don’t like being ignored” then hung up. (At this point we are very upset with his customer service, were demanding his name and the number the owner!) My fiancé called asked his name he just hung up. Then I called her one more time to explain why I asked for cash or card to my fiancé was so I wouldn’t have to make him (The pizza hut employee/ so called management) wait when the time came for him to ask for cash or card, as He picked up I asked him “his name” and he said “I don’t have to answer were closed” then hung up! Now do you think this is a very good customer service, I think NOT!!! Very Up Set With Everything This “Manager” Did! Could have very well said “Sorry Ma’am or Miss but we closed at 8pm do to the weather!” Like every other pizza hit I called after getting...