Pizza Hut — Restaurant in Cathedral City

My experience has been terrible! A few weeks ago, I ordered a pizza online and even scheduled the order in advance. I asked for a large pizza with pepperoni and extra sauce.

To my dismay, the pizza was burnt and had no extra sauce. It was dry and was cheese bread. I immediately used the website (on which I ordered the pizza) to make contact. The customer service representative was informed that I was displeased with the product and seeking a refund for the pizza. I was told that the store manager would be reaching out. The only response I received was from the manager, Santiago Q., stating that the store will do better.

I called the store multiple times. When I finally got someone on the line, they stated that they were the manager. I explained the situation and was put on hold for about 10 minutes. The person told me they could not do anything because I “should have called right away.” I have made many attempts and they are playing games.

I paid for a product that I am dissatisfied with. I offered to pay for the other item with my order, but I wanted the pizza off. I even gave a tip, and this is the thanks I get?! Give me my tip back and the cost of the pizza!

Over the phone and online the results are still TRASH. I have been told it takes up to 72 hours for contact from a higher-up manager multiple times. THE LIES.

I am highly upset and this has caused me stress over this situation. I am a loyal rewards customer and this has turned me away from Pizza Hut. I am being played with over a downright horrible pizza.

I will continue to address this issue. It is not the cost, but the overall principle at this point. My intelligence, time, and mental health are being played with.

Note: the 1-800 is horrible too. To the so-called “manager” the 1-800 also states to go to the website to have someone from Pizza Hut contact them. Pizza Hut needs to work on its customer service. Can't even get a live person on the phone for the 1-800 number and the call automatically...

Spoke to the manager Antonio. For the record, He was understanding and wanted to actually help. Santiago, this locations GM. Tied Antonio’s hands from being able to help me. Dear Santiago, We’ve gone years without going to Pizza Hut. And will definitely go years more after how you handled our issue. Tonight we got a very undesirable order delivered to us which made us regret the leap of faith we took by trying this location. Ex. Fatty chicken that had more breading than “chicken”. Sitting in a puddle of sauce making them overly soggy. We had to air fry them which defeated the purpose of takeout in the first place, and still couldn’t eat them due to the quality. Super wet and soggy cinnasticks. I guess saying Light sauce for pizza to this location meant “no sauce”. Pizza tasted off, possibly spoiled cheese or something, not sure but nobody could eat it without having to spit our bites out. Once we finally connected with the restaurant via phone, Antonio seemed concerned, but we were told we can only receive store credit. My issue with this is as follows - if a customer had this bad of an experience, trust and believe we want our MONEY back. We budget our dinner precisely, and gave you a shot that you blew. By not giving me my money back, you’ve taken dinner away from me and my kids mouths tonight. I have the right to get my refund and go get food elsewhere, it is not up to Pizza Hut to decide this for my family. It is diabolical to hear a general manager after hearing how bad a customers experience was, have the audacity to only offer store credit when it’s a known fact we aren’t coming back, and that credit...

I haven't been to a Pizza Hut in a long time because of the cost; however I found a coupon that showed $11.99 for a large one topping pizza. The stores don't take the phone orders any more which I am sure the store appreciates. So this long distance person takes my order and by the time it's all said and done, the total with tip was almost $18! I was hungry and remember the unique taste of the Hut back in the '60's when my mom and I would drive from Oklahoma City to Wichita to pick up my dad who flew military freight into the airforce base there. We would always treat ourself to the local Pizza Hut in Wichita where they were founded (see attached decal from the 1960's Wichita store). It was so good!! So fast fwd a bunch of years to the current order in 2023. I was SO looking forward to that same taste when I picked the order up. The employee was very nice. I didn't have to wait and off I went without being asked for extra cheese or red pepper. Something has definitely changed at the Hut. The Pizza was OK but the sauce flavor and crust is not what it used to be. Even with the coupon which didnt help much, I will just as soon go to Little Caesars. Their thin and thick crusts are good and...