Pizza Hut — Restaurant in Fredericksburg

Oh boy...

We were once avid every-Friday Pizza Hut goers when we lived in Michigan, and were going to resume the tradition here in Virginia, but paying almost $50 for cheese bread and a medium pizza that wasn't very well prepared is not exactly going to motivate us to come back here.

A Friday nite around 6:00pm. The place should be pretty full, or at least reasonably popular, we would expect a wait of some kind. Nope. I guess many others have figured it out before us. One other table had customers at it.

Maybe the company no longer holds franchisees to the same standards they did before, perhaps it is poor territory administration (extremely poor), but other than the dining area being clean, this place was a disaster. And when i had to go in search of plates as we were given two bread plates to accommodate cheesy bread for two, salad for one and pizza for two with no one checking on how we were doing, i had the opportunity to look behind the counter - the employees were pathetically disorganized, as did appear the area.

I can't see the franchisee generating enough cash flow from the apparent absence of business to pay the bills - perhaps this was part of the formula to increase the prices to near idiotic for that which they were providing, but with product this "marginal" ("marginal" was a compliment in this case), people will learn from one or two visits not to come back. With options like "Jen's Pizza" just a mile or two north, though the atmosphere isn't as pretty, the value for your money is far batter. I just don't get it.

When it came time to pay, my wife took the receipt to the register. Being a controller (a kind of high level accountant) she first studied the bill to verify the items, and with a correct itemization noted that sales tax was on the bill, coming to a total just below $50.00. At the counter the gentleman who rung it up told her that including tax it comes to $58.xx. It took several minutes of arguing with him and his asking her to just pay the higher amount to avoid delays before they backed down, even AFTER her showing him the line item tax charge!!! His argument was that if the register said it was $58, then it was $58.This isn't a very good way to increase profits either...

Well, what i can say good about this restaurant is that if you want a place with no wait on a Friday nite, it's the place to go. Oh - the cheesy bread was tasty, but did not appear to be made with the nice thick bread it once was - this bread looked more like it was bought from a local supermarket.

What really disgusts me, having had franchise experience with another company, is the lack of action from corporate. Apparently they no longer care about the other franchisees as they are allowing this place that is horribly run to corrupt the image of the company nationwide. Despite the old joke of "We're from corporate and we're here to help" being one of the three great lies, these people (the franchisee) NEEDS help from people who know what they are doing, and that is supposed to be the franchisor, even if regrettably that help after exhausting all other options is to help them out of...

12/8 UPDATE - received reply asking to contact store manager. Reply sent 12/6. 48 hours later, still nothing returned. Apparently the "request for more information" is to make other readers believe that management actually cares and is trying to make things right?

Terrible experience. Ordered 9 pizzas (Combo of cheese and Pepperoni) online Friday evening for delivery on Saturday for son's birthday party. Delivery was set for 1pm. At 1:15, "pizza tracker" said pizzas were still being prepared. Wife called store and was eventually - and very rudely - told they were cutting them at that time and they'd be delivered shortly. The woman on the phone abruptly hung up on my wife, but we let it slide since kids were hungry. At 1:45pm, still no pizza and the tracker still said order was being prepared. I decide to leave the birthday party to go "investigate" since the store was 8 minutes away (with traffic). When I entered, it appeared there was one occupied table, so the store was not busy. There were two women "working" behind the counter when I inquired about the 9 pizzas I was supposed to have delivered at 1pm. After a brief look of confusion, one of the employees opened the storage warmer and began pulling out my pizzas. Yep, all 9nwere done and simply sitting in the warming box. I asked to speak to a manager, which was apparently one of the women at the front "working" named Kaylee (sp?). Not an ounce of concern from her and not even remotely apologetic. In fact, she kept walking away and not even addressing my concerns. After a back and forth about trying to understand how long the pizzas had been in the warmer, I finally left so I could deliver the pizzas to the hungry kids attending the party. Oh, and the pizzas were overcooked with crusty brown cheese and soggy crusts. The pepperoni slices were dried out and crispy around the edges.

I'm sure this isn't normal for this store...can't be - they'd go bankrupt. But that manager needs to find employment elsewhere...what terribly rude service and poor leadership. I will NEVER frequent this location again...will be calling/emailing corporate as a follow-up.

Oh, and for what it's worth, your delivery driver missed out...

This location….couldn’t fulfill a simple order. Then when called to discuss the discrepancy, the said they couldn’t find a manger to deal with the discrepancy. They asked me to give my phone number and the manger would call me back. I waited 30 minutes and called back to see if I could get a resolution to my order and they told me that it would take an hour for phone call back from the Manager because the manager was at another store. This is why customer service in the food service industry is failing. Lack of leadership, lack of attention to detail, and zero care for the customer who ordered a specific item that was unfulfilled. I will not order from Pizza Hut again anytime soon and I will never Order from this establishment ever. They have failed to fulfill the minimum requirements of customer service and have failed to care about customer needs. I paid for products that I expected and received lesser products and the run around. This franchise is leadership less and lacks professional customer service.

The Manager called me back exactly one hour after I called to inquire as to why my complaint. During that conversation she stated it was Door Dash that would have to answer even though the receipt clearly showed Door Dash had correctly ordered the items I wanted. I then explained to her that it wasn’t Door Dash’s fault they improperly provided subpar products as shown on the store provided receipt. Tonight this location proved they lack QA/QC processes and it demonstrates a lack of real leadership to provide quality services at the high prices...