Pizza Hut — Restaurant in Durham

I placed an order through Uber Eats for a Big New Yorker meat lovers pizza with no cheese at all, extra sauce. I received a pizza covered in Parmesan cheese, of which I am severely allergic to any dairy product. I also put in the order notes specifically, “no cheese or Parmesan cheese on anything.” I called and reported the issue to Uber Eats who advised me to contact the store and request that they remake the order. I called this location and spoke to Ashley Simpson, the store manager, and explained the error with my order and that the food I received is inedible. I explained that I even put in the order detail notes no cheese. She tried to rationalize that selecting no cheese on the Uber eats app doesn’t remove the Parmesan mixture used on the Big New Yorker and that they do not get any notes when the orders come through. To which I inquired, “what is Parmesan? Isn’t that cheese?” After trying to get my food remade she began to yell at me, saying I needed to tell Uber Eats, which I had already done. She then hung up while I was talking. I called back, Ashley yelled at me, “Stop calling my store”, and hung up again. I proceeded to contact Pizza Hut Corporate and filed a complaint. I then went to the Pizza Hut location with my cousin to attempt to speak with someone different to resolve the situation. We waited at the desk for 2 minutes without being acknowledged. The music was turned up extremely loud as well. My cousin and I both stated, “excuse me,” trying to get the attention of someone to assist. It took my cousin yelling to get the attention of a worker, which happened to be Ashley, the manager. She came over after finishing boxing a pizza, and said, “she was the only one at the store working,” which if you are the manager why is your store staffed so poorly at this time. My cousin stated, “it would be nice if she would have welcomed us into the store and let us know someone would be with you shortly.” We began explaining the situation, and we immediately, Ashley took an elevated, defensive, and irritated tone of voice and attitude with us. She stated that she had the ticket, and again stated that marking no cheese on the app is separate from the Parmesan mixture, which is still cheese. We showed her the order on Uber Eats which shows “no pizza cheese, and no cheese,” which I indicated as the make sure anything I order is void of the substance. We asked her to remake the pizza as I cannot eat it at all. She refused, touting that I have to take up issues between Pizza Hut’s mistakes and Uber Eats system with Uber Eats. Also, she stated, that I should have put the no cheese request in the order notes. I reminded her that I did that, but by her own admission, they don’t receive those notes. So what good would it have done, as she showed that they don’t get these details. At this point, my cousin had enough of her unwillingness to help or correct the mistake, and asked for the General Manager’s information. Ashley stated that she was the General Manager. To which my cousin then asked for the Regional Manager’s information, which Ashley refused to provide. Ashley then said we could leave our information for the Regional Manager, which I complied with. I don’t appreciate the treatment I received and I will pursue this matter as far as I need to until it is understood that there are consequences for treating people with disrespect and inconsideration for an inconvenience. If I had eaten that pizza, I would have to go to the hospital, and they wouldn’t want to pick up that bill. Simply remaking the pizza would have solved this problem easily. If this is how Pizza Hut trains management to conduct business with customers, it is a far cry from acceptable. I don’t wish ill on anyone, but I definitely must say that I will certainly encourage people I know not to frequent this location. You never know who those customers know, one phone call from the person you chose to disrespect and not help could have major negative...

MANAGER IS A RACIST*Imagine ordering a pizza at 556p at 8pm still no pizza so you go to the store advise. Them of what happened. They say okay will remake the pizza and they need to contavt doors dash for a refund. You politely tell them you ordered thru the app. The mannher says ok. You pariently wait another 30 mins. Pizza is made and sat on counter. The manager is assisting another customer so u wait . Ince free you inquire in the refind ge says come back tomorrow i ask for some form of paperwork indicating the refund. Which is typically customary. The managers becomes irate says u got you pizza ( mind u i paued $6 for delivery yet had to come retrieve). Ordered a pizza online at 556p. Patiently waiting 2 hours for no pizza to ever arrive. Went to the restaurant let polietly let them know what happened. The managers agrees to remake your pizza and states they will refund your money but need to contact door dash. You advise them you ordered from the app. They say ok give me a few. I politely sit and wait for them to remake the pizza. Pizza is done and sat on the counter. The manager is asisting another customer so u again politely wait. Once the manager is done you inquire on refund at this point it has been over 3 hours. The manager then says well come back tomorrow for a refund. I ask for some form of paperwork indicating the refund. The managers becomes irate says u got you pizza ( mind u i paid $6 for delivery yet had to come retrieve just just a pizza make still wouldnt rectifiedthe situation). I say hey i just need some proof for when i come back. The manager then accuses me of lying stating i probably got the pizza and was just looking for something free.a complete joke. The manager then literally click 5 buttons and processes my refund. But then takes the pizza away. I ask hey can i have the pizza he tell me to get out to Which i reply gladly when i get my pizza u made...HE TELLS ME TO GET OUT AND THREATENED TO AND THEN CALLS THE POLICE. I state call them amd proceed to sit down and wait. He blocks the entry way to I guess blocking one of the other employees from retrieve the pizza or giving it to me as we wait for the police. Police arrive about 15 he tells them I came in being rude how it is possible and if so why did u remake the pizza why didnt u call the police then and wait till i asked for proof of refund. He continues to lie to the police and requested i be trespassed for literally asking for proof of said refund and the pizza..all of which u offered. To add insult to injury once i step out to talk to the pilice he gives the pizza to the police to give to me. .help me understand where customer went. A frequently paying customer waits 3 hours for a pizza. The manager offers the pizza for free and a refund for my inconvenience yet calls the police when u requested the follow thru. I don't really like to play the race card but in this situation this Caucasian manager decided to call the police on a black female for asking for proof of a refund after waiting 3 hours in obscured especially when u could easily give said pizza to the cop to give to me. Which was all that was needed. Pizza hut is already having to close doors due to financial loses. You think they would atleast make am attempt to provide basic customer service to customers who choose to still use their hard earned...

Update: I sent an email to the address listed in their response on 9.23.24 but have not heard anything yet. It is now 10.31.24 and still no response

I have tried contacting their online customer service 3 times and have gotten the same response which is that they're forwarding my concern to the store and I will hear back in 3 business days. However, today is September 21st and my order was on September 7.

I ordered 2 large pizzas for pickup. I was supposed to get a large pizza free (due to a very long delay in a previous order that was delivery) on my account. However, the email said I could pay more and get it stuffed crust. However, the app wouldn't even let me choose stuffed crust for my free pizza, so I paid for a large stuffed crust sausage pizza, and got a hand-tossed large pepperoni. It wasn't until we got home and had to take a slice out of the pizza that we realized the sausage one was not stuffed crust.

I was annoyed enough by the wrong order, but the customer service or lack there of that followed just infuriated me. We tried calling the restaurant to get this rectified. I made 3 phone calls and was on hold for a total of 45 minutes... and they never answered the phone. Not at all. I understand it was a Friday, but it was like they were intentionally not answering the phone, especially because they kept us on hold for such an unreasonable amount of time. I just wanted a refund since I paid extra for the stuffed crust pizza and I didn't get what I ordered at that point.

I reached out to the customer service "contact us" page on the website three times explaining everything that I explained above. Each time, they sent me the following email "Please accept our sincerest apologies for your experience at one of our restaurants. Your comments do remind us of the constant efforts we need to make to satisfy our customers and the work we need to do to make sure every guest has a wonderful experience.We will use your feedback as a tool to help coach our team members and improve our restaurant operations.

We have forwarded your feedback to the above store leadership team responsible for this restaurant. They will be in contact with you within the next 3 business days at the phone number or email address you provided.

Thank you again for bringing this to our immediate attention. With input from valuable customers like you, we are able to resolve situations that might otherwise go unnoticed. Please do not hesitate to contact us in the future regarding any matter.

Sincerely, Pizza Hut Customer Service"

September 8, September 17, and today, September 21, I received that wording above. No one from the restaurant has reached out which sadly, probably shouldn't surprise me, since their customer service was awful from the get-go.

I am very close to contacting the Better Business Bureau or the NC Attorney General to report this. However, I just want my money back. I don't want to keep going through this and get the same useless email. Please give me my refund so I can be...