Pizza Hut — Restaurant in El Paso

I ordered from this location on August 28th, and I honestly will never order from Pizza Hut again. I understand that I ordered on a Thursday night, and it's going to be busy and backed up. I've worked in food service and been overwhelmed, so I don't complain; especially if I'm trying to order delivery on a typically busy night, but this location has disappointed me any time I've been dumb enough to give it another chance. That night, I ordered a large stuffed crust pizza with extra toppings and sauces, and got free bread sticks with some points I'd accumulated. With delivery fee and tip, it was $42. It's important to note that this location is only 9 minutes from my house. The app AND the website both said "ETA 25-30 minutes." I didn't care after over an hour went by - again, I knew I ordered on a busy night. What pissed me off is that I spent over $40 for my food to show up, lukewarm at best - it genuinely felt/tasted like it sat out for a long time before someone finally noticed it and decided to drive it over. I'm nine minutes away and those bags are insulated. There's no reason that all of that food should've been delivered to me that cold already. I should've known after the first time having a similar outcome from this location that I was going to be disappointed, but "shame on me" or whatever. Anyway, I went to request a refund because my husband and I ended up throwing the pizza away, and I was told by their "customer service" chat that they couldn't give me one (sure you can't), but I should expect a call from the manager at this location and I could ask him. Got the call the next day. He barely listened while I explained that I completely understood that they were probably busy, but the food showed up cold, and he kept cutting me off and then basically pushed me off the phone saying "we just don't offer refunds for product. I can have that order remade for you, though." Yeah no thanks, I'm good. I just won't be ordering from Pizza Hut at all, ever again. Which is disappointing because I have really fond childhood memories of Pizza Hut pizza. Guess I'll just spend the $40 at Grimaldi's from now on and get WAY better pizza and nicer...

I can not explain the horrible service we received at this pizza Hut tonight! First of all the system is down. ok no problem. They couldn't give us our credit from the last horrible service we got. So we decided to stay. The waitress should not be a server. PERIOD! My mom asked for a water with lemon , she asked "so you want lemon water like lemonade" 😳. We explained that she just wanted a water with a lemon slice. They didn't have lemons! No problem! Then we ordered garden salads and ordered it with French dressing. She kept asking about the French part it and realized finally that it was a dressing and not their salad.🤣. But wrote it down. For the pizza my husband asked for ham and Pineapple. She asked if he wanted half ham and half pineapple 😳. Nope he wanted it all ham and pineapple. When she brought the drinks she literally said "you will have to taste the drinks because I don't know which is the Dr pepper vs Diet" Ummm ok! The final point was when she set down "to go" premade salads , which are a waste of money vs the portion they give you in dine in. AND ITALIAN dressing! We said they asked for FRENCH. She said " we dont have french" and I guess decided Italian was a good substitute. 🤷‍♀️ We asked about the bowls and portions and She said " I don't have time to make salad in a bowl with our system down ( it's lettuce some tomatoes; cheese that's about it) We chose to leave. She yelled from the kitchen. So unprofessional! We didn't care 🤣

Let's talk about the restaurant. It was filthy. 🤢My shoes stuck to the floor under our table. And then stuck to the floor all the way out! They don't clean around the condiments. Only 3 tables in there other than us. Just silly! We get they have online orders and call ins BUT obvisouly they can not conduct a professional service and should shut down. Shut down the in dining, make a smaller menu with NO SALADS or just shut down all together. The manager was a young kid that just doesn't have managerial skills at all. He has the title and pay but that's about it. No wonder why this business...

Terrible service and worst management which explains why the service is terrible. I placed my order online through the mobile app. My order was to be delivered by 3:35pm. Once it did not arrive by 4:00 I decided to call. I spoke to iris who said she could not find my order. Once I told her I've got email confirmation that payment was pulled and order was placed she passed the phone to nick who is the store manager. Nick is then says he has found my order but the driver said no one answered the door. I told nick impossible I have been here the entire time waiting not to mention I have ring app so I can prove with video recording no one has come to my door. Nick then says oh well we tried to call you your number is wrong. After this whirlwind of lies I ask for the gm. I am then given angel ceniceros number who I call next. I explain to angel someone dropped the ball and tried to cover it up instead of fixing the problem. Angel says I'll get your order to you. In good confidence I wait another 40 minutes when I get a call from angel to say hes found the issue they had my address wrong. At which point I say all I want to know is if my pizza is coming or not. Angel then antagonizes me by saying I've found the issue. My point to all this is a business will only go as far as upper level management will push for it to go. So if the gm is not interested in customer service then how much can you expect from the delivery driver or manager. Not much. I'll never use this...