Pizza Hut — Restaurant in Fort Smith

I placed my order online at 7:49 PM. The app showed a 25-35 minute window for delivery. I live less than two miles from this store. I chose to track my order and the estimated time on the tracker was 20-30 minutes. At 8:19 PM (30 minute mark) the tracker showed "in the oven". At 8:30 PM (41 minutes since placing my order) the order was marked "out for delivery". Remember, I live less than two miles from this store. At 7:59 PM (1 hour 10 minutes since placing the order and 29 minutes after being "out for delivery") I received my three COLD pizzas and breadsticks. I asked the driver if they were busy and was told not really. I asked him if they were short handed and was told it was only him and another new driver working. I asked how many orders he had when he left the store and was told two. Here's my issue with this store and it's always this store. Order estimate time is NEVER correct. They are ALWAYS late. I can understand why they don't change the estimated time, because who want to order pizza with an hour plus delivery estimate. Right? Also, why did it take 29 minutes to deliver two orders from a store that is LESS THAN TWO MILES from my house? This store has had issues for quite a long time and never seems to be get better. I swear that I'll not order Pizza Hut again, but after a few months, I am willing to give this store another change, but it NEVER gets any better. I am forced to order from this store as there is not another in my delivery area. I am beyond frustrated with this store. I will call on occasion and sometimes the "manager" on duty will refund my order, but usually it's only excuses about being busy or low staff, etc. If a manager was doing their job correctly, they would be staffed correctly, right? In the past several years, I have never felt like I was a wanted or needed customer there by any delivery driver. I cannot believe this is standard and acceptable delivery time and service by this restaurant. I've worked in chain restaurants and know it is not normal. Your competition can get me my order in about 30 minutes from one of them and 40 minutes from another that only has ONE store in the entire city and is over 10 miles from my house. I'm pretty sure both are way busier than this Pizza Hut...

If I could give 0 stars I would. I am honestly astounded by the customer service we just recieved. The manager Chris is beyond rude and condescending. I too am a manager and I would NEVER handle ANY situation like that. We ordered the $10 tastemaker up to 3 toppings. They called to say they were out of 2/3 toppings that we wanted. We were going to just go elsewhere but the order had already been paid for online. We didn't WANT any other toppings but would take them because we felt stuck with the order considering the payment was already processed. We asked if there was a way we could get a discount on the order since it's not even what we wanted due to the lack of their inventory. They put the manager on the phone cause the first employee seemed "new" The manager however was IMMEDIATELY RUDE. He then said he would only give us $3 off if we kept the pizza with 1/3 toppings we wanted and paid for OR he would let us switch out the toppings for ones they actually had in stock. (Plus they were out of the 2nd topping option we wanted to choose as a substitute as well) As we tried to communicate with him to come to an understanding on how that was even a "discount" he became increasingly rude and very short with us. You could clearly tell he doesn't care about his job or customers. McDonald's has better customer service than what he demonstrated. Very disappointing. Sad to say because of a manager (who is supposed to hold themselves to a higher standard) we will never do business with this particular store again. I want to add that the young woman who delivered to us was a sweetheart and very professional. Maybe she should be running the store instead because by the looks of the many 1 star reviews below something needs to change. I wish I would have gotten the girl's name because she deserves recognition. Chris however needs to be retrained in basic customer service skills and decency.. Clearly not that the customer's opinion matters to him but hopefully someone higher up will take these things into consideration before they lose...

I am not the first person the manager Rose has argued with... It's in the other reviews... 🙄🙄 Rude staff that's full of excuses, and if your order is wrong and you call just to ask if they were out of what you ordered, and after getting a 'no', try to tell them to pay more attention, because some people don't want to pay for things they didn't even order to begin with, they'll act like it's not a big deal. "Over an icing cup?" No, it's not about that. Try to think beyond surface level, if possible. You got it wrong and need to pay attention. Yes, it ruined my whole meal, and I should not have to explain why. It was my money, my time spent waiting, my order that should have been correct TO BEGIN WITH. Do you understand that some people might feel differently than you do, over getting stuff they didn't want and still had to pay for? I wasn't requesting money back, more food, or anything other than for them to pay attention, and the manager Rose, got very rude because me getting something I didn't order, and paying for something I didn't want, wasn't important enough to her to just listen. All she wanted to do was talk over me, tell me they were the same price (Okay, but is it what I ordered? And if it's the same price, why was my online total, different than the total I paid?) and get hostile. If I could give negative stars, I definitely would. Sometimes, as a manager, you just need to LISTEN instead of thinking you know best. You obviously didn't, in this instance. Rude, rude, rude. Dominos' staff is much more polite. If you don't care about getting what you ordered, and don't care about paying for what you didn't order, then order from this poorly managed Pizza Hut. Wasted my time and money. Needs a better...