Pizza Hut — Restaurant in Charlotte

For the love of God do not order from here!!

First off I want to say that I live less than a mile from this location, I just moved here and was excited to see a Pizza Hut so close by! I normally would order for pickup but am pretty sick at the moment so I thought I would cheer myself up with some boneless wings, they ended up not having wings so I got cheesy bread and pasta instead, I ordered around dinner time so I figured it might take a while for it to get here even though I live so close by, but my “expected time of delivery” time came and went and 40 minutes after it was supposed to be here I called the store, this store has an automated system and if you try to check on the status of your order all it says is “your order has been received and is being made now” or something like that and it hangs up on you, so I then called again and hit the extension to make an order hoping I could get a human on the line, after a minute or so a real person did in fact answer the phone and I tried explaining I put an order in over two hours ago and it had still not arrived, without even getting my info I was put on hold and was on hold for another 20 minutes before I decided just to drive down there myself and see what the hell was going on with my order, all the while my tracker still had a delivery time on it that had come and gone and I had not received any updates, I got to the store after a 5 minute drive and there was already two other people waiting on their orders up front, after a minute an employee came up and asked if I had an order to pickup, I explained that I had actually put in an order for delivery and that I had been waiting on it for almost 3 hours at this point and when I tried to call the store and ask for an update I was put on hold and that I was STILL on hold with the store, I had my phone in my hand and I showed him as much, I asked if I could just pick up my order now and be refunded the delivery fee and he agreed and he went and pulled it out of the warmer, when I asked why my order had not been delivered if it was ready he said that none of the delivery drivers wanted to take it, I then asked if that was normal and if no one would deliver my order would it just sit there all night while I was waiting for it? He said “What do you expect me to do about it” as if it was not his problem that my pizza had just been sitting here all this time and that he could not be bothered to do much more than stand at the desk and put people on hold, I did end up getting my refund and I suspect that none of the drivers took my order because I only did a $2 tip but for the distance that it was and on top of a $5 delivery fee I still don’t think they should have allowed my order to sit in the back for all that time and not even give me any updates, all of this happened about 45 minutes ago and I will not be ordering from this Pizza Hut again and you...

Worst Pizza Hut I been to!!! I had a horrible experience!! I order my pizza online and gave them 20min to make it and then I went there to pick up my pizza... well I got there and 2 guys ahead of me got their pizza and I was thinking I will just wait...pretty sure their busy...so as I was waiting I guess the manager came up to me and ask about my order and I payed for it and this was around 9pm well and I didn't get out there until 9:50pm...so remind u guys I placed a order ONLINE before I got there at 9pm(I maybe placed my order around 8:45pm) well I told the manager I want a garlic sauce and he was busy he told me it will be a charge for the sauce I said ok and I got my receipt and didn't see a sauce on there so I was thinking maybe he didn't ring it up on the receipt so I asked the guy at the register for a garlic sauce and he said it's free but the manager try to make me pay... so a woman that worked there came up to the guy that gave me the sauce she yelled at him and told him EVERYONE has to pay for sauce and I was like he didn't know.... I will just pay for it and the manager was like nvm it's ok u don't have to pay for it and the woman was like it be 50 cents and she was like nvm and I was thinking in my head do u want the sauce money or no which one!!and there is NO WHERE to sit Bc they cleaned the front lobby and put up all the chairs so I was standing for about 30-35min and then they tell me they accidentally skipped over my ticket!! I don't know here name but a woman(the same one that yelled at her employee) that worked there told me that she said she was sorry...the manager wasn't there he left to go get change from a store... all she told me that she was sorry and I told her it's ok I just wait in my car and I'm kinda low key mad Bc I been waiting over a 1hr for 2 mediums!!! Then I see the lady come outside to smoke a cigarette(the lady that yelled at her staff)!!!!! Yes a cigarette while she need to be in the directing her staff to get these orders out!!! And who knows if she washed her hands after she smoked!!! I never had horrible service like this before!!!!! And they got my pizza wrong smh I will never...

UPDATE: 6.15.21- the GM reached out to me and apologized and promptly refunded our money. I updated my review to 3 stars- not blown away, but I appreciate that the situation is getting resolved. Sounds like there are some significant staffing challenges going on right now and they are trying to get it corrected.

What kind of business takes your money and does not deliver the product that you paid for? What kind of business ignores paying customers who try to call them when the meal they ordered and paid for 2 hours ago has not yet arrived? What kind of business locks their doors during business hours and people they are closed when the customer who did not receive the meal they paid for drives to the store to get answers in person (and their money back)?

I tried going to the location, I have called the corporate office, I have tweeted to them, I filed a complaint online and all I got was a lousy template email saying they were going to look into the matter and have the local store get back to me. I have not gotten a single phone call, we have not gotten a real apology - and needless to say- we're still out the $28 we shelled out for what was supposed to be a fun get-together.

Usually when a business makes a mistake or drops the ball, they immediately take responsibility and do everything they can to make it right. They have not even tried. Is this how Pizza Hut treats their customers now? I know they are having some staffing issues and I am sorry, but it does not excuse them for the experience we've had. Why do I have to work this hard to get a company to do the right thing?

Anger does not come close to what I feel right now- and until someone from this company personally reaches out to us and gives us the refund we are legally entitled to- I will make sure I tell as many people as possible to stay away from Pizza Hut- specifically this location. Until this matter is resolved in a satisfactory way, this review...