Pizza Hut — Restaurant in Caldwell

This location needs some SERIOUS ACTUAL MANAGEMENT oversight. Went in Friday and had the worst experience ever in my 30 years. I’m a longtime Customer of this location and have never been as disappointed in the experience I had. Online order for Delivery. Paid but was AUTOMATICALLY moved to Carryout. I called and after 1 ring - l CALLED multiple times AND my husband as well. We were JUST HUNG UP on with no response. Finally someone answered and placed me on hold.

I was stuck on hold for A LONG time.. my order was already done so drove to store even though I’m immunocompromised. Lobby was Chaotic! 1 older waitress was helping, many other staff JUST standing around doing nothing besides the cook in back. It took 15-20+ mins to even be acknowledged… mind you I was STILL ON HOLD. Finally after waiting on ALL the other customers being helped (even ones who walked in after me) were helped then they helped me AND 2 other HISPANICS.

I was asked for my name/order. She acted like she was walking back to grab and then got someone else’s even though mine had been done for 40+ mins…

Older waitress brought DD order for Hispanic guy #1 even if that order wasn’t ready. She then went scrambling realized. By this time another lady walked up and answered the phone that rang and rang. She answered AND immediately hung up. Then answered call 2 and Helped this person all while my call was STILL ON HOLD. She then answered my call after 40+ mins and didn’t say a word but hung up immediately WHILE IN FRONT OF ME. I asked her about this and said that was me on hold and she was the one who did this to me multiple times and I saw her do it to many calls while there. She looked at me HIGHLY annoyed rolled her eyes and WALKED AWAY WITHOUT A WORK SPOKEN. She then hid in the back for the rest of the time I was there. She seemed to inform her staff of this but couldn’t even handle the situation as her staff randomly would walk up and stare then walk back. Finally the older waitress helped and she apologized as she heard. She had me check my boxes of pizza and I asked her for her STORE manager. She said Sky THE YOUNG LADY WHO JUST WAS UP HERE was her. I confirmed multiple times the store manager. I asked for the regional manager and was told she could not give me any contact info other than “Laurie”. I made it clear I did not want to speak to Customer Service or a Hotline but an actual manager that cares for what’s going on in that location. She went to ask in the back and apologized again stating she couldn’t give me the info.

I’m writing this because it wasn’t only unprofessional but also unethical how I and others were treated. Not only is it not ok for Customer Service to be so poorly but for Management to also treat their staff bad whose obviously struggling with a swamp of people while in the back gossiping or hiding is wrong and clearly shows the...

I've ordered many times for delivery and occasionally carry out from here. The service was never spectacular but recently it has gone to crap. My first terrible experience, I ordered $50 of food online for carry out. My husband and I went to pick up the food and it took way too long for the food to be handed to us. The employees were too busy chit chatting and glued to their phones. They eventually brought part of the order. My husband had to point it out to them that 1/2 of the order was missing. By the time they handed over the rest of our food, it was barely warm. We arrived home only to find that the fries were not only cold at this point, but tasted like they were cooked in old grease. The pizza and wings were fine, besides being cold.

The second terrible experience, I ordered online for delivery. I made a $49 and some cents order on their website at 3:18 pm. A min later, Pizza Hut employee called and said some their cooking equip isnt working. The man said I could still order the pizza for $18. I said okay. At 4:16 pm, 1 hour later, I call to ask why hasn't my medium pizza arrived yet. The employee, probably the man who took my order, told me the order just left and will be delivered to me soon. I live about 10-12 min driving time w/traffic from the restaurant. I waited until 4:43 pm to call back. Again the same question. I was offered a discount of 50% and told the pizza left 15 min ago. The lady said she didn't know why I was told it was sent at 4:16pm. I accepted the offer at the moment but then called back 4 minutes later to cancel. No one answered. The delivery guy finally showed up at 4:50 but I didn't take the pizza and requested a refund. He said since I didn't sign the receipt I'll get a refund, which I did receive a few days later. To have contradicting time frames for the delivery, not only is aggravating, but makes me uneasy about consuming the food. Where was my food all that time? Was it sitting on a rack in the restaurant like last time or with the delivery driver...

After we ordered two pizzas online for delivery the estimated delivery time was almost an hour and a half. It was already later than we usually eat so my husband called the store and asked if he could just pick it up in order to get the kiddos dinner sooner. When my husband picked up the pizzas at a glance they looked correct and trusted they completed our order. Once he got home with dinner we quickly realized one of them (of course the kids) was not the right pizza just had similar toppings which is why it looked like ours originally. Once we called the location we were passed to person to person and took probably 20 minutes, being treated rude and talking to the manager Ashley (because we are obviously frustrated at this point) Ashley said she would throw our order in the oven and have it delivered with us at the top of her delivery list. Once an hour and a half passed we called this store again. The 1st person (yes 1st because we have been passed to just about everyone in the store) said she had no idea what we were talking about and that the manager Ashley we spoke with (1.5 hours ago) left over two hours ago so no a pizza was not made we were supposed to bring the wrong pizza back in to the store in order to receive our correct order. When asked again to speak to a manager we were pleased on hold for almost 10 minutes when the night manager Rosa answered (sounding irritated that we even called) and basically told us well Ashley did that and she didn't do it so... I can give you a credit for that pizza ( offered a lesser amount than we paid for it) we asked for the full price of that pizza and she grudgingly agreed. I have never had such horrible costumer service and dealt with such rude workers and manager before. All we asked for was our correct pizza that we paid for and it turned in to a ridiculous experience that will end with a visit to the store tomorrow...

Sincerely, Willing to drive out of my way to avoid...