Pizza Hut — Restaurant in Cypress

I ordered $50 worth of pizza to be delivered from this location on Friday, Dec. 7, 2018 around 6:30 pm. It was a stormy night and the estimated delivery time was 68-78 minutes. I started getting concerned after 2 hours and no pizza. The phone was busy, so I continued to wait until almost 3 hours after I placed my order when I finally drove up there myself. There were several people there with the same question, "Where is my pizza?" I learned from the guy at the register that only 1 manager showed up for work along with half of the scheduled employees. They became overwhelmed with the orders, burned some pizzas and, in the mess, lost track of which pizzas went with which orders. So, what did they do? They threw the pizzas away, cancelled the online orders, and took the phone off the hook because the volume of calls they were receiving asking "Where is my pizza?" was too much for them to bear. Of course they didn't bother notifying the customers either. The customer in front of me at the register was asking for a refund and the cashier said there was no order in the system for him to refund. The customer was just going to have to "trust" him that it would get refunded. They went back and forth on this for several minutes. I called corporate to complain. They said someone would be in touch within 1-3 business days (by Wednesday). I called the store again on Tuesday to inquire about my $50 and the store manager said that the refunds were being processed and would be received by Christmas.

As of today, it has been a week since the fiasco, well passed the 1-3 business days, and corporate never returned my call, so I called back today. The guy on the phone looked into the notes on file associated with my phone number (I guess) and said that the area/regional directors noted they contacted me. That is absolutely untrue! The best the guy at the corporate number could do for me was to request someone to get in touch with me, but that will take another 1-3 business days. I'm not holding my breath. But, really? Nobody with any authority in the entire Pizza Hut Corporation, in my opinion, seems to care.

Update (2 days later): I received a call this morning from the store, presumably area or regional manager. I am supposed to get my refund by going to the store and presenting the card used to place the order. I could have done that...

Horrible service. Ordered from here a couple weeks ago. Ordered my pizza at 6:30pm didn’t get my pizza till 9:15pm and it was cold. I didn’t say anything, but Pizza Hut emailed me a complementary free large pizza for the long wait time so I said okay we’ll them another chance so I ordered again and decided to order some chicken alfredo pasta that comes with breadsticks. When we get to Pizza Hut to pick up the order we notice the pizza has peppers and we had ordered no peppers well the cashier was super professional and nice and told us no problem we’ll make you a new one so we said okay thanks. Well then the manager or supervisor who ever was in charge comes out with a crappy attitude saying “next time you order from here and you notice something is wrong give us a call so we don’t waste our products.” I did not know being a customer and paying for something was a waste of product then we get home to realize they didn’t give us our breadsticks with our pasta. Horrible service by the supervisor but the cashier did her part and having great customer service! I didn’t get any name but props to the cashier for being a great employee. Maybe the supervisor should take some notes from her on how to have great...

Husband went to pickup pizza . I placed the order on the app. 1 cheese pizza that was burnt on one side ( they didn’t eat ) and 1 stuffed crust w/ chicken sausage , beef , onions, black olives, bell peppers, mushrooms and banana peppers and a Parmesan cheese that we didn’t get . He took the pizza to work and didn’t get to eat it until he made it . Well here you go missing at least 1 of the 2 meats , no mushrooms , no black olives or bell peppers. Had to door dash something else bc by the pizza being all wrong and he doesn’t eat pork not knowing what they did put on it. I called to be put on hold and then given the run around. Tried the chat nothing… I get off from overnight to return at least the burnt cheese bc the other my husband threw it away for a refund. Was offered a partial refund which is crazy and never offered to remake the pizza which out of all this I don’t even want it Remade . I will never eat here again. It’s individually owned and the manger will get the complaint and not do anything about it . Order was 48.88- the speciality pizza was the one we paid the most for to not be...