Pizza Hut — Restaurant in Gastonia

I’m beyond frustrated with my experience at this Pizza Hut location. I ordered a pizza for delivery on Saturday because I wasn’t feeling well, and my son needed to eat. I specifically asked for a store delivery driver when I placed my online order instead of DoorDash, because I’ve had so many issues with DoorDash in my area, but after placing my order, I got a notification that a DoorDash driver would be delivering it, which was disappointing, but I hoped for the best.

The pizza was supposed to be delivered by 6:45, but I never received it. I waited 30 minutes past the delivery time because my initial thought was that they were busy. After waiting, I tried calling the store, but the number listed for the store was forwarded to the 800 customer service line. I explained that I didn’t receive my pizza, and they told me I needed to talk to the store. It was hard to understand the representative since Pizza Hut outsources their call center to another country, which is another level of frustration but they transferred me and I waited on hold for 45 minutes. Even though I felt horrible, I had no choice but to drive to the store. I called the 800 number two more times on my way to the store to speak to a manager in the call center, but I was told there was not a manager working. On both calls, they tried transferring me to the store again, but they did not answer.

When I got to the store, it was almost 8:00, and the doors to the lobby were locked, even though it was still lobby hours. I had to go through the drive-thru. I really expected the store to be packed with people since I didn't receive my order and no one was answering the phone, but it was completely empty.

I went to the window and explained what happened to the employee, who was really sweet even though by this point I was pissed and pretty rude, but he started making a new pizza. After 15 minutes, I’d calmed down because I realized the situation was probably not his fault, but instead of the employee handing me the pizza, the manager came flying out of nowhere with an attitude. She couldn't be found when I initially got there, but she claimed she couldn’t find my order even after giving her my name and phone number. I gave her my phone showing her my order and order number, but she said she couldn’t search by order number, which was ridiculous since the order number was generated by their system. Then, she said the app showed the pizza was delivered, but I explained again that I never got it. She said the driver picked up my pizza, according to her system...which was confusing since she said she couldn’t find the order, but she also stated I should’ve called the 800 number to report the issue. I told her I had called multiple times and was transferred to her store, but no one answered. Her attitudinal response was she didn’t have anyone to answer the phones. I'm not sure why she couldn't answer the phone as the manager, but I said her staffing issues weren’t my problem. My problem was that I paid for a pizza (and delivery fee plus tip) that I didn’t receive.

Then, the worst part: the manager accused me of just wanting a free pizza and claimed I left my home, even though I wasn’t feeling well, just to get a free meal. She even added that she wouldn’t give me a pizza next time—although, for me, there will be no next time. I'll spend my hard-earned money somewhere else.

I paid for a pizza that wasn't delivered, and I was treated like a criminal. I do not steal food, and I don’t appreciate being accused of it. It was just me and my son, so I had no need for a second pizza. I don’t even enjoy eating pizza, especially when I'm sick, and my son can't eat a whole pizza by himself and certainly not two. If I wanted two pizzas, I could afford to buy two pizzas.

This situation was handled terribly, and the manager was rude and unprofessional. The manager’s behavior shows that she’s never been redirected or reprimanded. I'm 100% sure that this isn't the first or last interaction that she'll...

First off the sauce has changed its very tart and no sweet sense like it used to be and considering they have a drive thru window i consider them fast food and like all other places check ur food before u ever leave the window bc some of them restaurant workers will like really go all out on u over an onion or pickle supposed to b or not supposed to b on there sandwich, but if ur gonna work somewhere , do ur job or give it to someone else, that will care i am a business owner and a small bus at that and being there a franchise theyre still privately owned at the end of the day & get kick backs & tax breaks i dont get !!!!! And im probably the poor sob cleaning there fancy house swimming pool they go home to each night !!! If ur gonna cut corners do it on the workers not the products or quality of food , ur food grade posted on ur window on york rd gastonia location is barely passing and i see a bunch of ppl go there omg do u guys not read the grades ??? In Arizona u have to take a food handlers card class and pass an extensive test to work with food legitly there !!! Wish it was like that here out of 45 of us only 12 passed , u gotta know the temps of the meats what meats u can put with under on top , what time length u can leave food under a lamp before bacteria starts growing and its pretty quick an hour at best any McDonald's sandwiches after 12 mins even under a lamp gross fries samething gross !!!! Step it up at this location the workers stand around and gossip more than they work !!!! My pizza was so oily and gross my outdoor cats wouldn't even eat any of it , we threw away $65 worth of food out and thats unacceptable !!!!! We'll never eat here again until either ownership or management changes or the food becomes better and ill go by reviews after mine !!! This is a matter that should b fixed immediately a barely passing grade means disgusting kitchen & or bathrooms but kitchen for sure and walk in freezer get the most points added or taken off for fixing or making it worse they also could have a fly follow someone in as they walk in and the inspector being there as they walk in and points getting added !!! Always walk in and check out the kitchen workers which u...

Ordered online took 45 mins to get my order. When I got the box and opened it it was ice cold. Called the store and they said it just came out of the oven. There was no way it did. Now we have to wait another hour to feed my family. This is crazy. ^ Was 2 years ago This is today. I thought ok let’s give them a chance. Ordered a cheese bit pizza and bread sticks. The order was delivered opened it up the pizza was burnt and stale tasting. Opened the bread sticks it was only bread no toppings. Called them went from the girl taking the order to a manager told her what was going on and that I had enough I just want my money back. They can come get the pizza. She puts me on hold with the gm of the store MATT. But he never answered the she gets back on the phone and ask delivery it carry out. I said I’m waiting on the gm. So he comes on the phone 15 mins later. Told me he will not give me a refund with out the pizza I told him he can send one of his drivers to pick it up cause the whole point of delivery was not to go to the store he told me no. I said I’m never ordering from you ever again and I will go to hungry Howie’s pizza cause they got their stuff together. Then he told me he will not give me a refund until the pizza is in the store. I told him fine I will come to the store with the pizza and sticks. Then he told me a cop will be there waiting on me. I ask a cop wait why. I haven’t threatened him nor anyone I’m just upset about the service and food I just want my money back. So hung up I called another Pizza Hut got a number to call told the lady that answered the story and told them if the want the pizza it will be in my trash can they can come drug it out also told her I want my money back. And the guy Matt should be demoted or fired ASAP. Now my wife is worried cause they have our address in the system and is afraid that Matt being not in the correct mindset could come and do something to us. So this being said I give this store a -10. And the have lost a customer forever and I will tell my entire family and friends never go...