Pizza Hut — Restaurant in Cleveland Heights

Probably won't be back. The food is usually decent. However, this time, they gave us a partially wrong order. I had to travel back to the store after a very long day at work. The young man who helped me when I first came back with the food was pleasant and understanding. He was sure his manager would give me a partial refund and he apologized even though he was not the one who made the error. The manager never apologized and even tried arguing with me that he had given my husband the correct order. Why would I waste my time and gas...two very valuable things...going home and coming back if the food was correct? He said we could either get a refund or they could remake the food, not both. We have 2 young kids at home and had no time to drive to another establishment to wait on food, but I don't think asking for a refund or even a partial one was out of order considering I had to drive back to the store after my kids were already seated at the dinner table waiting to be served their plates of food. Yes, we could've checked the boxes before we left the store, but we shouldn't have had to because they should've done it before handing us the food. To add to this, they put the food I brought back in the heater again and tried to give it to the correct person when they came in. No, we didn't do anything to the food, but I'm quite sure it is against policy to give the food to someone else after it had been taken out of the store and brought back. A few other customers who came in to order ended up walking out after they heard what I was dealing with and others told me, "Good luck," before leaving with their orders...some who also waited longer than anticipated and almost left with incorrect or incomplete orders themselves. Mind you, there had to be no less than 15 people that came in between me bringing the food back and me getting the correct order, all of whom were irritated as well due to the long wait when their food was promised within 20 minutes of placing their orders. I know that's standard, but that's not what should be quoted to patrons knowing its a Friday night and you only have 3-4 people working to make the orders. The young man who helped me when I first came back in gave me a 2L pop for the trouble and was actually willing to give me extra wings or breadsticks, but I didn't feel like waiting on them to be made. I honestly think the manager was making me wait longer on purpose. It was 8:22 pm when he asked the young man to put my wings in the sauce. My husband placed the order at 6:40pm so we somewhat beat the dinner rush and picked the food up just after 7pm. Once we got home, I left right back out within 3 minutes after we discovered the food was incorrect. I arrived back to the restaurant before 7:30. It took me another hour to get my food! The young man continuously checked on me and got on his manager to get my order out to me. Multiple people had been in and out with wings in the time I had been in there. I should've been the first to receive my remade order since my food was promised earlier and I had to come back because it was partially wrong. This is not at all how you keep customers. I'm a very understanding person and I'm aware how hard it is to work in food service, especially on a Friday night, but you have no idea how people's work day/week went. You providing good customer service can make all the difference and put a smile on someone's face. Luckily all of the patrons, though annoyed, were very docile as well because I've seen it go the opposite way far too many times and I'm glad we all kept our cool and nobody went off on the staff. We'll drive further out to a better run Pizza Hut that has more...

I placed an order on the 4th for my fiance's birthday dinner for delivery on the 5th at 6pm. The trouble started when, at 5:57 (when we could reasonably expect the order to be on the road already) she received a call saying they did not have any salad so she would have to order something different. She was a little disappointed they did not tell her earlier, but she decided to go with mozzarella sticks. Then, 10 minutes later (6:07) she got another call saying they were out of mozzarella sticks as well. She then had to ask them what they did have so she wouldn't have a repeat of the last interaction again. They said all they had were fries, or apple pies. She ordered the apple pies, but was not sure the total would be enough for delivery. The person she was talking to then said they were not sure, but that she could add a soda to her order. This made it sound like they were trying to upsell her a soda, though when I got on the phone with them, they said they were offering her a free soda (she doesn't drink soda so it wouldn't have helped either way, but it still seems like they were lying to me about upselling vs free soda). At that point the order was supposed to go out, but she had to wait another 40 minutes for the order to arrive. At this point the pizza was cold and hard. I would guess they made the pizza somewhere around 5:45 and it had been sitting for an hour. This, and the bill had not been changed (as promised by the store) and still showed a salad instead of the apple pies, so she would be paying the same price for her third choice. She talked to the delivery guy about it and he felt so bad about it he gave her $1.25 out of his own pay (a fact that a later call to the manager dismissed completely). He also said he was sick and had requested a sick day, or at least an early-out day but the manager refused to give him one. At this point we called the manager, who was extremely rude and unhelpful. A note here - the manager never offered to remake the pizza or to give us a refund, but insisted they were not able to give refunds at all (which was a lie). they gave us a $10 credit towards another order (at this point we might not order pizza from here again, or at the very least, not this branch so the $10 off isn't very useful, beside the fact that it has to be used in the next 30 days according to the manager). At this point my fiance was starving (she got off work around 4:30 and wasn't expecting to be waiting 2.5 hours for dinner). She ate one slice because she had nothing else to eat. She then started researching the refund policy because the whole experience had been so bad. She found that refunds are in fact allowed and called the manager back to ask why that was not an option. The manager was very rude again (never offering to remake it) and after a lot of prodding from my fiance, told her the person who could give her a refund would not be in until 4 pm on the 6th. My fiance said "that is fine, I'll call back tomorrow at 4." She called back on the 6th, and the same manager told her she would no longer approve the refund since she had offered to remake the pizza the day before - though that was 100% a lie. Long story short - the manager is a rude, unaccommodating, liar, and the service has suffered because of it. Will never order pizza from this...

I wish that I could give a zero! One star is too much credit! I will NEVER go to this Pizza hut EVER again! Rude and ghetto workers! Yesterday I ordered an online deal that came up to $19.99.Pizzawings and a pop. Ok the store calls and says that they don't have the bone in wings and would I like boneless I said no.Si iaskeI how much would my order be without the wings.She told me $21.06! The mamagerasked do I want the pizza cause she has started making it.Hell no! Why would I pay $21.00 for 1 pizza and I was getting pizza,wings and a pop for $20. So I attempted to go today and there was an issue with my online order.I called the store but it goes to pizza hut call center.They couldn't connect me to the store! They couldn't cancel my order! Why the hell they even. On the phone.So I decided to go to the store.My order was to be ready at 7:51 according to the tv monitor.Well at 8:15! I asked is mu order ready and he said no! I'm about to make it.I got to the store at 7:45 and wasn't about to wait any longer.While waiting,I observed a driver coming packing orders dropping wings and didn't even wash his hands! It's disgusting to see grown men sagging in a place of.business that they work in.One of the guys twisting and twirling his braids. I wasn't a big pizza hut fan to begin with,but deided to try them again.Never again! Well at least not the store on...