Pizza Hut — Restaurant in Fairview Heights

Ordered delivery at 5:10 pm with a quoted time of 5:55 delivery. 6:00 pm came around and the order tracker stated it was still in the oven. I contacted the Pizza Hut call center after the store wouldn’t answer, and they stated the pizza was being remade; I should wait for it to be delivered. At 6:30 it still stated in the oven so I called again and the store finally answered. I asked if I could get a refund and they stated a refund could be issued the next day but not the same day. If I can’t trust them to make and deliver a pizza, why would I trust that they would issue my refund the next day? I then asked if I could come pick up the pizza and get a refund of the delivery fee and the driver tip. They stated yes. I went to the store and when I arrived, the girl I talked to said my pizza was still in the oven. I asked to speak to the manager and he never came. I then asked another worker to check on my order and they finally brought it to me at 7:10 pm. I again asked about the refund and they said it would be the next day. It is the next day and still no refund. I received a cold pizza, cold cinnamon sticks, and I am considering ordering from another pizza company from here on out.

Since the original review above, the Area Manager and the Store Manager have both reached out in an attempt to make this right. They ended up providing me a full refund and requested that I give them another chance to provide good service. We will try again soon. Hope you all have a better experience than we...

Customer service experience is consistently negative. I have to call about our order because modifications I need cannot be entered in the online ordering. Call to tell them about modifications and person answering the phone is not even willing to hear my concerns. I was being kind. Automatically transfers me to a supervisor, puts me on an unprofessional hold where I can hear background activity, then eventually hangs up on me.

When my husband arrived he could there were group of employees were vaping in the back room while the ringing phones were blatantly being ignored.

Not exactly sure why these employees are being paid to not work.

They were out of bread sticks and would/could not refund us for them.

There are plenty of other places we can chose to spend our money for food. For this location’s well being they should consider changes to drastically improve the customer service.

This was only one of the many unpleasant interactions we have had with...

When I entered the store, my presence was not acknowledged, I waited almost ten minutes calling back to the employees making the pizzas three times to ask if anyone was working the front desk. Finally, a man entered through the delivery entrance and ask if I needed help. I told him what had transpired and that I was there to pick up an order. He responded in a surly voice that he had just returned and they were swamped with orders and short of help. No apology was offered or explanation of why none of the three employees present failed to respond when I yelled to the back asking if anyone was working up front. He checked my order and told me it was just being cut. (This was ten minutes past the maximum time given on my online order) A different employee handed it to me, again with no apology or thanks for the order. This experience has me seriously considering giving my future business to one of your many...