Pizza Hut — Restaurant in Gainesville

I don’t usually write reviews unless they are positive, but I feel compelled to share what happened during a recent visit to this Pizza Hut location—because it wasn’t just disappointing, it was deeply hurtful and humiliating.

My daughter, who is autistic, had major dental surgery under full anesthesia five days prior. This pizza was meant to be a small celebration: her first time enjoying her favorite food again after a difficult recovery. What should have been a simple pickup turned into an upsetting ordeal.

When I arrived, the parking lot was nearly empty—but also crumbled and partially destroyed, with potholes and broken pavement. It immediately gave the impression that care and upkeep weren’t a priority here. I parked in the wrong spot by mistake and was immediately fussed at in a condescending way by two members of the staff who were just arriving for duty. It felt unnecessarily harsh and embarrassing.

Then I was handed six pizza boxes with no explanation, and had to open each one myself to figure out which pizzas were correct, which were wrong, and which were missing. I was not rude or aggressive—I simply tried to calmly and respectfully figure out what had gone wrong. No one apologized. No one offered help. I had to initiate the correction myself, pointing out the errors and politely asking if they would please remake the wrong pizzas and prepare the one they forgot. The response was dismissive and reluctant, as if they hoped I’d just leave instead of waiting. I had to ask if they'd keep the correctly made pizzas in the warmer, but I was not acknowledged.

When I returned to pick up the remade pizzas, the same employee refused to even look at me or acknowledge that my order was ready. Instead, he turned to a customer who had just walked in and asked if he was there to pick up an order. I had to gently step forward and ask if the pizzas on the counter were mine. Without making eye contact, he stayed focused on the other customer and simply said, “Yes.”

After putting the disastrous-looking remade pizzas into my car, I went back inside to speak with the manager. He was apologetic, and I appreciated that—but I left with the impression that nothing would actually change. It seemed that they possibly just can't find anyone better to work there. The manager said he would add a credit to my online Pizza Hut account to acknowledge how poorly I was treated. He also mentioned that I was certainly not the first person to park incorrectly due to the condition of the lot and that they plan to repave it in the near future. He said he hoped he hadn’t lost our business because of this experience, but I was simply too timid to tell him that we wouldn’t dare return.

Later, I looked up reviews and saw that poor service and rude behavior have been reported there for years. That made me feel even more disheartened. I’m still sharing this because I believe in speaking up. If you’ve had a similar experience, you’re not alone. And if you’re someone who values kindness, especially in moments that matter—this may not be the place for you, even for to go orders.

I hope this location chooses to do better bc they are the only pizza hut around here anymore. The manager said they'll be putting in a pizza buffet like they used to have many years ago. They definitely need a staff that's willing to be kind, have better quality control, and more consistency in preparing and cooking the...

NEVER COMING BACK. I did curbside pick up since I had my 2 young kids with me. The parking lot was empty and my order was never brought to the car. I then proceeded to call the STORE (per the number on the app and online) only for the rep to tell me “let me transfer you to the store”. I held and no one answered the phone. I decided to just go inside to get my order only to walk into a completely EMPTY restaurant (at 1pm). I only saw one worked in the kitchen who I made eye contact with. She nodded at me and proceeded to package marina sauces then disappeared from sight never offering help or anything. When I saw her again I finally told her I needed to pick up my order I had been waiting for. I even saw my order in clear sight in the warmer and pointed at it. She clearly didn’t speak English and pointed me towards the bathrooms multiple times. She finally went over there herself and knocked on the women’s bathroom door.Come to find out the other employee was in the bathroom and came out laughing and was on her phone to help me. She didn’t even apologize for my wait or ask how she could help me. Who even knows if she washed her hands before exiting the bathroom(highly unlikely at this point)…and she didn’t touch gloves or anything before getting my order. I did ask where the number for the store went to since I had called and got transferred and no one answered - it goes to a call center. Of course when I call the store after leaving to file my complaint (per the instructions when you call HQ) someone answers and puts me on hold….yet they can’t answer when I’m trying to pick up my order. I honestly just hung up to call headquarters back and speak to someone NOT at the restaurant. HQ was closed when I called so I will be trying again later. I’ve ate at this location my entire life but I will truly never return after this...

Ordered online using app, called to check on order and no one would answer. 45 mins later I arrive at the store to find they gave my order away to someone else by mistake. The order before me had two pizzas, and I had 5 boxes (2 family orders of breadsticks and 3 pizzas) but they gave mine to the person who ordered 2 pizzas. So they had to redo my order. As I stood in the store a few things were wrong: 1) the young teen handing out pizzas from the warming oven wasn't looking at tags or pizzas for anyone. The black man probably was 18 years old, but he was definitely not checking orders. 2)they were older men on staff but no one seemed to be in charge 3)a man came from the oven area with a mask on but it wasn't covering a huge long public hair looking beard. 4)The young Hispanic girl at the register was the only one being kind to clients that came in. 5) Many families were coming in to dine in, but found the dining area was blocked by chairs. A simple sign on the door would of prevented so many families from coming in to eat. 6)the parking lot has huge potholes in it and it is in the shady part of town. I left my teen son in the car and a man came up to the window and knocked on it. 7) No one offered to refund me or give me a discount after the mix-up on my order. I even put an online tip on my order, it would of been nice if they would of refunded that at least or offered. The Thompson Br Rd Pizza Hut was normally disorganized but nothing as bad at this. They need some upper management to look into the customer service at this location and order efficiency. Gainesville has tons of restaurants, so they will need to step up their game to stay...