Pizza Hut — Restaurant in Georgia

If you have a choice, consider NOT ordering from this location. Exercise caution here.

Tonight I interacted with a shift supervisor named Ashley. During our entire interaction in the store, Ashley was unmasked. According to Ashley:

The store is NOT required to answer incoming calls unless it's a "double ring" for a manager (I'm not sure what this means.)

If you're doing curbside delivery, the store often does not receive the "I'm here" notification. So if you have kids in tow or you're hoping to social distance, you're more than likely going to have to leave your vehicle and go into the store.

The store typically does not receive the "alerts" from the customer service call center.

Tonight was my first visit to the Austell Pizza Hut. I placed an order for curbside pickup. Upon my arrival, I selected the "I'm here" button in my order confirmation email. I waited several minutes but no one ever came out. From my car, I could see a middle-aged woman sitting at the counter eating Funyuns and playing on her phone. I assumed that they were putting the finishing touches on my order and since they had my vehicle information, I continued to wait.

After several minutes, I decided to call just to check on the status. I selected the store option a couple of times, but no one answered, and I was eventually transferred to the call center. The customer service representative was convinced that my notification had not reached the store, so he asked me to wait with him while he sent three additional alerts. He told me that my order was already ready and someone would be out right away. From my car I could see that the woman at the counter continued to play on her phone, chat with coworkers, and gobble down her Funyuns. Finally the customer service representative offered to transfer me back to the store. Still, no one answered, so I was forced to go into the store.

Once in the store I discovered that the woman at the counter was Ashley. I shared my experience and to my surprise, Ashley was indifferent and unconcerned. I asked if this was the usual experience and she threw her hands up. She explained that they are not required to answer phone calls and the curbside notifications are often not received. I asked as a customer, what recourse would I have in this situation. Ashley shrugged so I asked for the manager. Ashley insisted that she was the manager, so I asked for the General Manager's information and I planned to follow up with a phone call. She provided the information, but became very antagonistic with me.

She tossed the pizza on counter and went to return to her seat. No pleasantries, no thank you, no apology. Ashley explained that she did not like my attitude because I came into the store already frustrated. Admittedly, I was frustrated with the situation- but respectful- and I expected to find an ally in the manager. I agreed that yes, I was frustrated, but as the manager I honestly thought that if I shared my experience with her she would offer reassurance, assistance, or at the very least, an apology to diffuse my frustration. Ashley became enraged by my remark and began the raise her voice with "Don't tell me how to do my job! You don't get to tell me how to do my job!" At this time I realized that Ashley was becoming quite agitated and it was not wise it to continue the conversation. I took the pen and decided to write down the General Manager's information. Ashley asked me why was I still there. Shocked, I explained that I was writing down the information. She told me that I could take my food- or not- and get out of her store.

I did not feel appreciated as a customer nor was my time valued. Moreover, my experience with the staff was beyond unprofessional. I will not patronize this...

I ordered at 6:15pm on Saturday. I ordered two large pizzas(one with regular sauce and one with light sauce), cheese sticks, 2 liter Dr. Pepper, 2 liter Diet Pepsi, and used 150 rewards for Cinnabons. On the website it said that it will take 25-35 minutes. I understand that times vary for delivery especially on a Saturday night. I was notified that my pizza was out for delivery at 6:58pm. I received another text at 7:28 that my order would be delivered through door dash instead and it would be delivered at 7:45pm. At 7:50pm I received two large pizzas. The door dasher confirmed that was all that was given to him. The pizzas that were sent were cold and hard and they both had barely any sauce at all on them. I immediately called the store. I spoke with a lady who never gave me her name. I explained the situation. She never once apologized but instead explained to me that i must be mistaken because they generally used two scoops for light sauce and three for regular. I told her it looked like there was one scoop on each. She said she could have my order remade but it would be over 2 hours to receive it. It was 8:00pm already and I was feeding my kids. I asked if I can just bring it back and have it remade. She said it would take at least 45 minutes for that. I asked if I can just get a refund and she said yes and immediately hung up the phone without saying anything else. I called back to make sure she had my information. I called back once and she answered and put me on hold over 10 minutes without coming back on. I called again and no answer. I called a 3rd time and when she answered I asked not to be on hold, and was immediately placed on hold for another 15 minutes without her coming back on. By this time it was almost close to 8:30. I gave up for the night. I filled out a survey and said everything that is stated here and asked for a manger to call back. Still nothing. I called today to speak to someone and no one ever answered the phone. I just would like my money back at this point. It was charged to my card and it went through today for food I didn’t even receive. I understand that the service industry is short staffed and I don’t usually resort to posting a bad review but I cannot seem to get anyone on the phone or a call back to...

The order was scheduled to be ready by 6:33 pm EST. I arrived at 6:30 pm EST and was told I had a 5-minute wait by the service help. The gentleman was nice and has always been nice at this location. Cool, after waiting 10 minutes, the manager finally noticed that I was waiting and asked if I had been helped. I replied yes.

A few customers walked in and one customer eventually walked to the back of the store. It appeared he may have worked there before. However, he was dressed in plain clothes, I watched him wash his hands in the back and start helping take the pizzas out of the oven. At that point, I was no longer interested in my order, given a random person could walk in the back in street clothes and offer to help. Even if he was a former employee.

At this point, I had been waiting 20 minutes and was no longer interested in my order. I asked for a refund.

Gigi, the manager of the store, said the reason the food was late was that it was "pre-Christmas Eve", an explanation, I had never heard before. Before I asked for my refund, she was very rude, and unprofessional and will probably be the reason I avoid that location moving forward, even if it adds another 10/15 minutes to my time. Her tone and lack of décor were very unprofessional. She speaks rudely to customers and as a customer, you do not have to spend money at places where your services isn't wanted.

After getting my refund and leaving, I noticed another "customer" in regular street clothes walk to the back and start helping. I guess, that is normal at this location.

After looking at the other google reviews, I should have known this was par for the course at this location.

P.S. I decided to go to Dominos and my order only took 10 minutes and was on time without any issues or rude behavior from the manager, on "Pre-Christmas Eve". Avoid this location, its...