Pizza Hut — Restaurant in Chesapeake

Ordered a pizza from my pizza hut app and got an email telling me it would be here in ~ 35 minutes. An hour goes by. I call the store and The manager, Justin, gives me excuses on how behind and busy they are but assured me it should be here any minute. The store is only 10 minutes from my house. Another 30 minutes goes by. I look for the driver before I call back and see my neighbor from a few houses down walking thru the other yards with my order. Unsigned receipts and all. Entire order was cold. Not to mention - when did they get it? who has touched it? was there another receipt of mine signed by someone else?! I called back. Told him "I found my order. My neighbor just delivered it to me." He sounded confused and kept trying to figure out how it got delivered to the wrong address. That wasn't my concern anymore. I wanted to be sure I wasn't charged for cold, late & tampered with pizza. He assured me I wouldn't get charged. I was satisfied Briefly. 10 minutes goes by. We were eating the cold pizza when He calls back To inform me of his drivers story. That, in fact, my pizza was delivered to me w the group of people outside who were having a party where multiple orders were delivered. I assured him that was not my house and my order got delivered by my neighbor and I was inside with my 2 and 1 year old children. He told me he couldn't credit me the order because I did in fact receive it. I told him I had the unsigned credit card receipt and he didn't have my permission to charge it. He told me it didn't matter and that he could and would. Or he would send his driver to come back and get the order. But if one bite was taken out of the food, I would be charged. I flipped out and told him of course we ate some of it because it was now almost 8:30 at night and that was our dinner. He told me I was just trying to get free pizza. I lost it some more and told him I was on my way to that store to talk to him in person. I hung up and decided to not be redneck, as I'm from Alabama and we handle this kind of rude behavior a little differently. I instead emailed corporate and after sending, saw an emergency number to call and called as well. They informed me this was not how they train their employees and he would be dealt with. And upper management would contact me within 3-5 days. I was again satisfied. Again only briefly because this manager CALLED ME BACK to tell me he received my complaint and started reading it to me and was again arguing his thoughts.... "so your order was late, okay. and it was cold, ok, but you aren't paying for it?" no. he says "so you got your order and ate it and are refusing to pay for it" I told him I went above him and didn't have any reason to speak with him any further as he continuously talked over me. He said when a complaint is made it gets sent to the store manager for him to resolve so I had to talk to him. I told him to not call my number back. Hung up. Called emergency number again. I was informed that he was totally unprofessional (duh) and that is strictly against their policy (good), that he gets a copy of complaints but not to call anyone on them just for him to be aware of. And he was going to be dealt with immediately. He better be dealt with. I am livid. And am IMpatiently waiting for that upper management call. Moral of the story - in customer service - the customer is always right. And you definitely don't harass them. Especially as a MANAGER where you represent a huge corporation! To honestly think you should charge a customer to pay for their order taking an hour and a half to get there, showing up cold after that, delivered by complete strangers not employed with your company - all the fault of YOUR employee - then you have no business being in customer service or the food industry, but then to call and treat a customer like they have done wrong.... you have no business being in charge of any business. IRATE isn't even the word. but more so - appalled that there is managers out there that act this way! Bye Felicia. Probably cost yourself your job over...

Don't ever order from this Pizza Hut. Each time we order it arrives at least 30 minutes late. Each time we call it's the same excuse, "we're short staffed". I could understand if it was a one time occurrence but everytime, for almost a year?

The last two times we've ordered were the worst. We asked for a refund of our order and told that was not an option, only store credit. Well, guess what, that didn't work out for us either.

This time it was so bad we called the corporate office. First of all, our pizza was more than 30 minutes late and cold upon arrival. We had to call the store twice for updates and were, again, told they were understaffed. The icing on the cake? Our pizzas were wrong. One was supposed to be the Five Pepper Pepperoni pizza with mushrooms and pineapple. We got a pizza with mushrooms and pineapple. The other was a Pepperoni Lovers with mushrooms and olives plus garlic butter on the crust, there was no garlic butter.

We called the store immediately and we're put on hold for 30 minutes. Let me give you the run down. I asked for a manager, and was put on hold. They picked up the phone again and asked who I was. Again, I asked to speak with the manager and was told she couldn't come to the phone because she was making pizzas.

I explained to the girl my pizza was 30 minutes late, cold, and wrong therefore I wanted to speak with the manager. I was told, once again, they were short staffed, that the manager was making pizzas, and couldn't be pulled from the line. She also gave me attitude. Told me my only options were to call back or wait on hold. I waited, the phone was picked up again, and I was put on hold yet again.

After 30 minutes I hung up. My husband had already called and filed a complaint with the corporate office. The representative kept saying how reprehensible their conduct and service was. No refund but at least we get two free large pizzas (we had ordered mediums).

So be smart and never give this Pizza Hut...

Sometimes your Burrito gets desperate and ops for picking up pizza on the way home from a long day at work. Today, I ordered one large cheese, pizza, nothing complicated, about 20 minutes out from the store. When I got to the store at about 6:20ish, I talked to the cashier and told her my name. I also looked up on the menu board and saw my pizza wasn’t supposed to be done until 6:31. She took note of my name, but it wasn’t ready yet, so I went and sat down. At about 6:35ish another girl comes out from the back and asks my name. At this point, she tells me they haven’t even started my pizza yet, and are backed up. A gentleman, who was waiting, looks at your Burrito and says, “I would just cancel it.” I have no idea how long that poor guy was there. So, I canceled it and left. I am genuinely hopeful they actually refund the money to my credit card. The service gets a two star solely for the girl who came out of the back and took some initiative to tell me that my pizza hadn’t even been started yet. The first girl, who just stood in the front of the store, staring blankly at the massive amount of customers waiting while simultaneously doing nothing gets zero stars. She would actually be fired if I ran this Pizza Hut. Maybe I am expecting too much from a Pizza Hut employee, but the first girl should’ve told me that my pizza hadn’t even been started, given me a time estimate, and let me make an informed decision about what I wanted to do about the pizza.

Edited to add that they never refunded my money, so I took that girl’s service star back. I would never patronize this establishment again. Fortunately for them, the $11.20 is not worth my time to go back and argue about, but I will remember, and let you all know. Get your pizza...