Pizza Hut — Restaurant in California

UPDATE Thank you for your excellent customer service, GM Amanda, and for resolving this issue.

My complaint is against this store's manager, Crystal.

I want to file a complaint about how rude and unprofessional Crystal is, at your store located on De Palma in Temescal Valley/Corona. I want her to apologize to my family and I, and I want a FULL REFUND processed for the order I complained about. Your website states that our pizza is free if not delivered within 30 minutes. My pizza was delivered almost 2 hours late without any notice or apology. Then it made me and my child sick and need to throw up and go to urgent care for medicine. Crystal did not apologize when I came in with my pizza and kept repeating that she would not give me a refund. She made my family and I so uncomfortable.

Regarding the situation, my pizza was advertised at $12.00 for any pizza and gave me a delivery time of 20 minutes.

The pizza arrived over an hour late, almost two hours late, and no one apologized or notified us. They charged us $30 for the any pizza for $12.00 deal, which is over 2x the price advertised.

After eating the pizza, my son and I got extremely sick, were in pain, and vomited profusely. We are STILL SICK AND IN PAIN. WHAT A HORRIBLE EXPERIENCE AND A DANGEROUS ONE IF YOU HAVE CHILDREN.

I called the next morning and explained this to the call center as well as an employee at that store and asked for a refund. Since the pizza wasn't even delivered until after they had closed, there was no way that I could have called any sooner than I did.

The employee told me that he would be glad to give me a refund once I brought the pizza into the store. I explained that I was sick and not in the area and that I didn't appreciate having to drive out to their store for their various mistakes, but that I was in a different area and sick and would return the pizza by the next day, after we spoke when I felt a little bit better, and was back in the area. He assured me that this was fine and not a problem.

When I walked into the store as previously discussed with the employee, with the pizza, the manager of that store, Crystal, was immediately extremely rude to me and she kept saying that she would refuse to give me a refund. She stated that I would have needed to bring the pizza the night it was delivered to receive a refund. I asked to see this policy, because none of the employees or call center had told me any such thing. They assured me that I would be refunded, which is why I even took the time to drive over and return the disgusting, sickening pizza. I even made sure that I informed her that we had not even received the pizza until after the store was closed, and that it was not only over an hour late but that it made us feel extremely sick. She refused to show me any policies, give me the name or number of any type of customer service information or upper management, and refused to issue a refund with a disgusting attitude that has no place in a customer service or management position.

I googled Pizza Hut Refund Policy, and there is absolutely nothing that tells us, as the customer, that we need to return the pizza the night it was delivered. Furthermore, that was not what I was told by anyone else, and returning the pizza the night it was delivered would have been impossible because the store was closed by the time they delivered my pizza, which was over an hour later than it was supposed to be delivered. The only policy that I could find online as a customer is that the pizza is free if not delivered within 30 minutes.

Overall I felt scammed, like this store has a dangerous person in a management position that just wants to take our money and doesn't care if she makes us sick or uncomfortable. This is obviously a blatant disregard of business law and business ethics and doesn't align with any type of corporate social responsibility or operational model of how any business, and especially one that handles our food, should be...

When I called in my order I asked if they had any medium pizza specials. The call center employee didn’t really respond and just listed off the standard price of a 1 topping med pizza. As I walk up to the store to pick it up, I see a poster that says “buy one get one free” for a medium 1-topping pizza. I asked the manager who cashed me out why this deal wasn’t mentioned to me over the phone when I asked, and she bluntly replied: “that’s the call center” and said I couldn’t get the deal anymore because I already paid. That didn’t really make any sense but ok. So I called the call center again to ask why the deal wasn’t offered to me. This time it was a different representative who began being argumentative and super rude when I simply wanted to know why there’s literally a poster that says “buy one get one free” in the store window yet their call center said nothing about it. His reason was that I didn’t specifically ask for that deal they “don’t proactively offer those specials.” Wait, so when a customer calls on Tuesday and asks “what medium pizza deals do you have?” they don’t mention the buy-one-get-one-free every Tuesday deal? This happened on July 2nd, 2024 11:31 am, store #026103. I also didn’t get the name of the rude call center employee either because when I asked he snapped “I already told you when you first called!” Pizza Hut quality and service has really...

DO NOT ORDER FROM HERE, extremely rude tonight, didn't even apologize to me, I have 3 small children including a newborn with me and my order was suppose to be done what i got there but they said they would get it to me as soon as it got done, they absolutely neglected me and the other couple in front of me after they took my money, i sat there for 20 minutes before finally saying something and it turns out my order and the couples order in front of me had just been sitting in the warmer for 10 minutes, they didn't bother to call us up when they put it in the warmer, they were too busy taking phone orders and giving everyone elses order that just walked in for pick up, i'm sorry but you can tell phone orders to wait, the people sitting there that have been waiting should have come first as soon as their orders were done, they didn't care that i had three small children and they were very late with my order, when i finally said enough is enough, i went up and just asked them for a refund and to cancel my order because i couldn't wait anymore the guy who was in charge said he couldn't because he would get in trouble and that there was nothing he could do, will for sure be calling corporate on this...