Pizza Hut — Restaurant in Cross Roads

This is to inform you of an extremely frustrating incident that happened to me and my family at Pizza Hut located at 11970 US Hwy 380, Crossroads, TX 76227. My family and I walked into the store at around 8:30 pm on Saturday night, 05/14/22. We placed an order to dine-in which was a very simple order, one large pizza and an appetizer of mozzarella sticks. After the waiter took my order, about 15 minutes passed by without me receiving a status update. I walked to the counter to check on the order after I saw several people who came in after I did receive their food. I asked the waiter who took our order for a status update and she couldn't give me a straight answer. She looked down at her computer, then looked back at the manager as if they were brainstorming of an answer to give to me. When I realized that she couldn't give me an answer, I asked the manager who was standing next to her for an update. This guy said, "To be completely honest man, we forgot about your order." This was shocking to me because I could see my order on the screen. Also, there were only 2 other customers in the store. He apologized and asked if we wanted a free dessert. My response was no. We just wanted our food. We don't need anything for free, we just wanted what we came for. He apologized again and stated that our order would be out in three minutes exactly. I said ok, walked back to our booth, and waited. Three minutes passed, and I saw other people receiving their order. People who came in and also the drive thru. 5 minutes passed and there was still no food on our table. At that point, I had enough. This is COMPLETELY unacceptable and someone should be held accountable. When I got in the car to leave, I did see that there were several people, not in a pizza hut uniform, at the back door conversing with several of the employees. That could be one of the reasons why my order was forgotten about. It's not my responsibility to figure out why i received poor service. All I know is that I will never step foot in this Pizza...

Too bad I can't give them zero stars! We placed an order tonight for 2 pizzas, one of which I ordered without the crust, just the toppings in a bowl as we have several members of our family with a gluten allergy. I have ordered this multiple times from this location. It's not like it's a radical concept, Marco's even offers it on their menu. Well tonight when my husband went to pick up our order he was informed that they would not make the pizza the way we ordered it (with less ingredients for the same price mind you) and even spoke to the manager who refused to honor our order or issue a refund for the pizza we wanted crustless. So we are stuck with an extra pizza that half my family can't eat and no other options.

Terrible job serving your customers with food allergies Pizza Hut! You had an opportunity to make a bigger profit on us and serve the food allergy community in a simple way but instead chose to be closed minded, rude and greedy by not even refunding my money for an incorrect order. Our family will now choose to order from a different pizza company where we can all eat. You have definitely lost...

I haven’t had any issues with this location before but this time was just ridiculous. I changed the address through the website when I placed the order and verified it was correct but the delivery still went to my former address which wasn’t their fault as it was a website error but the way it was handled or more appropriately not handled was unacceptable. The delivery driver called when he didn’t get an answer at the wrong address, was great and delivered it to the new address which was thankfully .8 miles away that’s why this is a 2 star review instead of 1. But in between the estimated delivery time and when the driver called I called the store 5 times, got a busy signal and hung up on 4 times. Finally I chose the option to place an order and was transferred to someone that didn’t even work at the store, when they transferred the call back to the store I got the same busy signal and hung up on again. It’s a Wednesday at 1:30, I understand if it’s busy and having a longer hold time but just not being able to get ahold of anyone and getting hung up on multiple...