Pizza Hut — Restaurant in Chula Vista

Extremely Disappointed – Order Never Arrived and Terrible Customer Service

I ordered pizza from Pizza Hut and never received my order, despite the app stating it had been delivered. After waiting for over an hour, I called the store directly and was told they didn’t have enough drivers, so my order was outsourced to Uber. Shockingly, I was also told there was no way to contact the Uber driver, meaning there was no way to locate my food. This made no sense—why would you contract delivery to a service you can’t communicate with?

On top of that, the delivery required gate access to reach my home, which would require the driver to contact me. If Pizza Hut couldn’t reach the driver, then it’s safe to assume the driver didn’t have my contact information either. The only immediate solution offered was to resend the order, but by then it was already close to 10 PM and would take another hour when order was placed at 8 PM- unacceptable.

I asked for a refund instead. The representative said a manager would call me the next day. No one ever did. I followed up myself the next day. The first person I spoke with was kind and said my order had been voided and a refund would be issued. I asked for details, including whether the tip would be refunded. She put me on hold to ask her manager, and when someone else picked up—without any greeting, apology, or explanation—I asked if she was the manager. She said her name was Jennifer and confirmed she was.

I explained the situation again. Jennifer told me the issue should’ve been handled the same day and essentially dismissed my concerns. I emphasized that I did try to handle it promptly by calling the night of the incident. She was defensive, unapologetic, and didn’t offer any resolution beyond a $15 credit—despite me being charged for an order I never received. Her tone was cold, dismissive, and unprofessional.

I’ve never been treated with such indifference as a paying customer. There was no ownership, no empathy, no sense of accountability for the experience I had. Based on this interaction, I will never order from Pizza Hut again. A simple acknowledgment and a sincere apology would’ve...

I hate to give anyone a bad review but at this place they don't care about the customer. I have ordered a pasta and they said it will be ready in 15 minutes. 15 minutes later I come in, they don't know where the order is, they figured it's not ready yet. Come back in 7 minutes. 10 minutes later I come in they don't have my food ready. They told me to wait there and after additional 5 minutes of searching and figuring out where my food is, they have no clue. So I asked for the refund which I did get in cash... I'm still very hungry and now need to look for other place to eat. I don't recommend this location to anyone in person. Maybe they are better at delivering...

Im fed up with this pizza hut location. My wife just ordered from there and JUST got the delivery. She made 3 orders and only got two. Ordered wings, cheese pizza and cinnamon rolls. The wings were missing and they still deducted her points. She started with 250 points and now he has 50 points. Seems to me like more points were taken as well.....I don't know what's going on over there but it's pretty irritating to have dealt with this on...