Pizza Hut — Restaurant in Centennial

I ordered a Large Stuffed crust pepperoni pizza and I also used the "deal" where you buy 2 or more for $5 or $6. You get to choose from a variety of menu items and can mix and match. I chose to get 3 items...the Pasta, the cinnamon rolls, and a double order of breadsticks w/sauce. I also added two extra marinara sauces, and an extra cinnabon icing/frosting. I chose to do the curb side pickup and it said it would be ready in only 14 minutes, which was impressive... I literally pulled up right in front of the doors (my headlights were shining on the front counter) 20 minutes after placing the order. Just to the left of me, I noticed a guy sitting/waiting in his SUV with his lights on. I could see the cashier was helping someone so I waited until she was done to see if she would notice there were curbside pickup customers in front. She didn't, but that's understandable so I called the store and let her know I was in the parking spot directly in front, I had my lights on, and described my vehicle again just in case...... Waited another 15 minutes assuming they might still be getting my order ready. I went in another 10 minutes later and told her my name and she pulled my order from the heat thing and said the sauces were in the pizza box.... I opened everything to verify it was my order, and all I had was the pizza, the pasta, and the icing for the cinnabons (no cinnamon rolls though). I asked her if there was another box or bag or something, because I was missing the cinnamon rolls, and the double order of breadsticks. She said those weren't on her order, so I showed her my phone and showed her the receipt. She said fine, they will make them but it will be 20 minutes before they'll be ready. This frustrated me, but I told her I would wait in my car, and showed her which car was mine. As I was walking out I heard the next person in line was the guy that was in his car to the left of me...I heard him say "I chose curbside pickup and have been outside for 30 minutes because I have my toddler in the car" He must have seen me go in and have to get my order in person, so he finally went in after me. Anyways, I waited about 30 minutes and had to go back in again. This time a different girl came to the counter and gave me my order. All in all I gave it a 3 because I order from here all the time and they're usually okay. I've never had exceptional customer service, but I have had a few...

After submitting the survey, Pizza Hut Corporate was very quick to respond and took care of us. On our next visit Ashley was also very nice. Once in a while we all have our bad days. So its going back up 5 stars.

Unfortunately I have to bring it down from 5 to 1 star. Picked up 2 hand tossed pizzas for dinner. The crust of one looked weird and it tasted weird too. Called the store hoping they would remake it and deliver as this was our first claim in over 10 years of being loyal customers. Explained the issue to first person, was put on hold and then re-explained the entire thing to another person. Was told that they would remake but would not deliver and the other option was to have credit for future order. Realizing the dinner was already ruined, I agreed to the credit and asked for a confirmation email or text. Again another hold and finally Ashley came to the phone. While I was explaining the issue, Ashley said she was the one who made both Pizzas and there is nothing wrong with them and went on bragging about how perfect she was. Her tone was very condescending as if we were making up the entire thing to get credit. Insulted and disrespected, I requested a manager and she said she was the manager. I asked for her name and the corporate number to report this bad customer service. She became very rude and yelled “I don’t have the corporate number and I already said my name when I came to the phone and I am not telling you again” and hung up. I took both the Pizzas to store. The guy over there acknowledged the fact that there was a clear difference between two crusts but kept defending that this happens often with hand tossed pizzas. We have been ordering from the same store for over 10 years and this never happened before. It was clearly someone used the small pizza crust and stretched it out to make a large pizza. After several minutes wasted and going back and forth and showing my Pizza Hut account history, finally the guy refunded the order. I finally was able to get name of Ashley as well. We love this pizza and we are not going to stop ordering just because of a bad customer service by an employee. But obviously if this turns into a pattern, we do have other options. I hope this catches the eyes of someone in corporate and a good respectable handling of genuine over 10-year loyal...

I went on Labor Day. I entered the store and no one came out to greet me for over 7 minutes. In the meantime, about 3 more customers also entered the store. No one came to the front counter to greet us and take our orders. When they finally decided to come to the front, they acted like this is business as usual - no apology or reason for making us wait. After I ordered, I was told to come back in a half hour. I returned in a half hour only to find that my pizzas were not even made. I was told to come back in 20 minutes. 20 minutes later, I returned and we had another half hour to go! I feel like they put orders for delivery in front of carry out orders. They also charged me wrong for their 1-topping special. I ordered pepperoni as my additional topping using their promotion for $6.55 for a large 1-topping pizza. They charged it like a full pie pepperoni and then another charge for a half pie pepperoni. Although they took my order with a friendly smile, they take their time. And they are very skimpy on their toppings. There was not very much pepperoni on my pizzas. The pizza was tasty, but I enjoy the toppings I have ordered and expect that there is enough of the toppings to enjoy them. I decided that my experience was pretty bad and try again since the weather was hot and I didn't have anything ready for dinner. Guess what... the pizza was on time, but the toppings were still skimpy and the ordering was incorrect. Two different people charged me incorrectly the same exact way. So either there is a training issue going on or they are deliberately making an additional 50 cents per pizza off of many orders. That helps their profit margin. Please look at your receipt and verify that they charged you correctly. The employee corrected the problem with a smile. I also don't like how they run their 1 - topping pizza promotion in that you cannot order cheese as that additional topping. It's not included in the promotion. Additional cheese is an upcharge of $1.50+ All their toppings are included in their 1 topping promotion except cheese. So, if you want an extra cheese pizza in their 1-topping $6.55 promotion, it's going to cost you over $8. Also, Pizza Hut does not offer Cheddar Cheese as an additional topping either. That's another reason...