Pizza Hut — Restaurant in Ferndale

The pizza is really good, which is why I gave 2 stars instead of 1.

However, we can never order from here so long as James is still the manager.

Strap in for a long story: I ordered a pizza. They told me it'd be 45 minutes. After an hour I called to see what was up. They confirmed my address, told me the driver was really backed up, but that it was out for delivery. Another 15 minutes went by, I called and asked to talk to a manager, a woman answered, pretended to be a manager, and told me the driver will be there any minute, but hold on for a sec while she checks on my order. After waiting on hold for awhile, a man named James picks up. I told him I was waiting for the manager to come back on the line. He tells me he's the only manager on duty. I told James all of the above story and he tells me "we don't have any record of an order at your address." I tell him they already confirmed my order and said it was out for delivery. He said "hang on let me check somewhere else," and puts me on hold. When he comes back he says, "I've checked the system in 3 different places. There's definitely no record of an order at your address." I ask him what I'm supposed to do with that info. He said, "all I can tell you is there is no record of an order for you." I ask him if he thinks I'm a liar and he says, "I'm not calling you a liar, but I am telling you that there is no record of a pizza at your address." We went in circles like that for longer than I care to admit. Every time I asked him a question he just reiterated that we don't have an order in the system. So, we're coming up on close to 2 hours since I've ordered and he's telling me I don't have any food coming to me. I get fed up and tell him I'm coming up there.

I drive up there to show him my phone log to prove I called a bunch of times: when I ordered, when I called to check on the late pizza, and then when I talked to him. When I get there, he acts like a petulant child. He repeats over and over he did nothing wrong, never apologizes, and acts like he's doing me a huge favor because he then gives me a free pizza. Remember that I'm standing IN a Pizza Hut almost 2.5 HOURS after I ordered a pizza...for DELIVERY.

So then I get home and login to my bank account. There are not one, but two charges from Pizza Hut pending from when I initially called and gave my debit card info over the phone. So much for "checking the system in 3 different places." Not only was it in the system, but they were really close to double-charging me. I call James and let him know about the pending charges. He still doesn't apologize. He said, "ok, please come up here tomorrow to figure this out." By the morning, the charges were cleared from my bank account.

My wife called and talked to the general manager a little later. The GM was flabbergasted by this story and said she'd talk to him. She actually had the exact correct response from a customer service perspective. She apologized, was gracious, and patient--the exact opposite of how James behaved.

We were going to leave it at that, but after a couple of times realizing we will never feel comfortable ordering from Pizza Hut, especially when James answers the phone, I decided I had to write a review. James was so immature in how he handled this whole situation that we have absolutely no confidence that he wouldn't mess with our pizza if we ordered there again. This is actually our second run in with James, too. We once had the wrong pizza delivered to our house. It got to our house before closing time. It was something we'd never eat. When we called, they didn't answer the phone because it was near closing time. We drove up there and knocked on the door, now maybe 5 minutes past closing. James answered and said, "sorry, the ovens are off."

We've lived in Ferndale for 11 years and ordered pizza from Pizza Hut that whole time. We've now been venturing out to other spots because of James. I highly recommend Papas Pizza & BBQ in Detroit, a place I would have never learned about if James wasn't such an...

Received our delivery order, excited as we don't eat out alot mostly homemade and Pizza hut came to mind imagining that 90s taste. I really wanted just the Breadsticks, been craving it for a long time. We got the box deal 1 pizza, breadsticks and cinnamon breadsticks.

Pizza was half cooked seeing raw dough, everything tasted straight raw. Pepperoni looked like it came straight out of the bag, even tasted like straight out of the bag, no oven time and it was threwn on last minute, while they threw alot on it, we thank you for that but it didn't look, taste or feel one bit cooked. I had to put the oven on and bake it a little while longer and watched it and the cheese wasn't even melting. Bread sticks were not even mediocre, Sorry but whoa, hard like rock. This is coming straight out of the box after being handed my delivery from the Doordasher and closing the front door and stuffing my face. Like I said I was really excited to have Pizza Hut, but I'm assuming rumors are true and nothing taste the same at all, kids work just for paycheck without any love and passion for their job and this is everywhere these days. 90s taste is out the door, long gone! 🤷🏽‍♀️ Guess I'm old school at 37 years old and my expectations was a past thought/experience. Not a fan of the cinnamon breadsticks but that was the best thing honestly, cooked throughly and stayed chewy.

Unfortunately this will be the first and last time we order Pizza Hut in this generation. Going back to making homemade copy cat pizza hut and saving money because this was...

The store was extremely busy so I understand an overworked staff. However they should take some care in to the quality of food they produce. I ordered online and the estimated time was 10-20 minutes, I showed up on time and the store was overcrowded with customers. My turn came and I was told it would be a 20 minute wait. 30 minutes later I asked about my food, I was told it would be right up. They gave me my food and I went on my way. Got home and the pizzas were lukewarm and the crusts were burnt, the cinnamon rolls were burnt and the pasta looked over cooked, burnt and dried out. Went back to the store and showed them the food, I said “I know you are busy so if you don’t want to remake this I will just take a refund and go elsewhere, I understand that you all are overwhelmed.” He said they would remake. I stood for another 25 minutes and they brought me the food. I opened 2 boxes and they looked better than the first so I went home. Upon getting home the other pizza I didn’t check was burnt again, and the cinnamon rolls too. The pasta just looks unappetizing either way I guess because it wasn’t burnt but got thrown away. I think maybe the owners should check the oven to see if there is something wrong as to why things are burning so much and also maybe turn off online orders or doordash when they are so busy because these workers are overworked and sending out bad food. Doubt I’ll return to that...