Pizza Hut — Restaurant in Georgia

I don't order pizza often but have order here several times because its convenient. This review is more based on the customer service experience.

I ordered 2 Large pizzas online 1 large thin crust and 1 large pan 3 topping. With a side of garlic knots. I walk in and tell the cashier I am there for a pick up and give my info. As she is doing her thing I see 3 guys "in the back/side" the manager or office area. 2 of them were handling/discussing money, I am assuming from deliveries. The other guy was sitting in the chair on his phone either watching videos on playing a game on his phone (the phone was turned landscape)

The cashier grabs my pizza (after payment) and shows me my order. The thin cheese was correct but the thin crust 3 topping was not because i ordered a PAN 3 topping. I tell her no that not what i order it was supposed to be a pan. She then says Yea I dont think this is your order.

She went to check one pizza in the hotbox and then asked the manager on duty. " Jose, did you guys call the customer and tell him we are out of pan"? I didn't actually hear his response but based on her walk back to the register (the head shake and her comment she made that I didnt hear) tells me that he said no. Also I did not have any missed calls so it was a definite no. - This is my first issue with the customer service. If you do not have a product to sell then you should reach out to the customer to see if they are ok with other options available.

My other issue was the MOD I dont care attitude towards the situation. He did not put his phone down to think if he forgot or to even engage his employee about solving the issue. She had to walk back to him to figure out what she should do.

My options were wait for 2 medium pan pizzas or take a credit that will be applied to my phone number. 1. why would I leave a $30 credit on pizzahut?(which it should have only been aprox $12 credit, details later) 2.I'm hungry now why leave with a credit and no food? There was no offer for a free pizza and a credit. Why would i want 2 medium pizzas ? I ordered large. ALSO only 1 pizza was messed up. So you are offering 2 mediums to replace my 1 large? (thats how I understood it)

So i told her i dont want a credit, id rather have my money back. The guy that was handling the money (the driver) turns and says "oooooo they want their money back" AS IF messing up a customers order was a JOKE or FUNNY. Remember the issue is with 1 pizza so i should only have approx $12 returned....NOPE

She took the two pizzas in the back put them down and it sounded like they hit the floor. (could have been a table) it was a thud. at that point i didnt even want the pizzas no more and i lost all my hunger. However i asked her, why wont yall just charge me for the thin crust and the knots? while i was point to the receipt to clarify that only one part of the order was messed up and then she said "then it would more money coming off your card" At that point i gave up and it was obvious there was some miscommunication/misunderstanding.

I walked out of there with no pizzas and a identical receipt to the purchase and have to wait until the general manager comes in tomorrow to process the refund.

The only reason i will go back is to make sure they refund my money...

Pizza Hut sent me a code for a free 1-topping medium pizza, which I appreciated given their system would not give me a free pizza a year or two ago because I ordered it on the day my reward/points were to expire. However, their website went into an endless spin mode four times before I finally got it to work and then, I was so frustrated that I did not realize it removed my choice to have pepperoni on the pizza. So, I was presented with a cheese pizza when I arrived. Fortunately, the manager there was kind enough to make a new one for me but it meant I had to wait about 30 minutes, missing a lot of the football game I was watching! At a normal restaurant, they would correct a mistake but pushing your remake order to the front of the line, but that was not what happened at Pizza Hut.

In addition, I noticed there were two different types of pepperoni on my pizza. It seems one was old based on its color because the other was bright red, just like their pictures show on their website. The pizza tasted bad, because of the old, or otherwise low-quality pepperoni, and when you put that with the outrageous menu price I saw they regularly charge, it makes for a non-started to order that ever again. Their "medium" one-topping pizza at $13+ costs more and tasted far inferior to the $10 large pizzas with more toppings that I can buy at Sam's and Costco, both of which are probably closer to my house. I used to be a big fan of Pizza Hut pan and thin crust pizzas but it seems they have let quality slip and they clearly don't have good software...

On 10/2/2020 at 8:49pm I PLACED AN ONLINE ORDER FOR DELIVERY FROM THIS LOCATION. I CHECKED THE STATUS OF MY ORDER FROM THE APP AND IT SAID ON THE WAY. AFTER SEVERAL MINUTES I REALIZED THAT IT WAS NOT HERE AND WHEN I LOOKED AT MY PHONE I SAW A MISSED CALL FROM THE STORE. WHEN I CALLED THE STORE A VERY NICE EMPLOYEE EXPLAINED THEY DELIVERED IT BUT SOMEONE SAID IT IS THE WRONG ADDRESS. I EXPLAINED THE ISSUE WITH THE ADDRESS THAT IT GETS CONFUSED AND I EXPLAINED HOW TO GET HERE. SHE ASKED IF I STILL WANT IT AND I SAID SURE SO SHE SAID SHE WILL MAKE A FRESH ORDER AND DELIVER IT. NOT 2 MINUTES LATER I RECEIVED A CALL AND IT WAS THE STORE MANAGER WHO WAS VERY RUDE. WHEN I EXPLAINED TO HIM THE ADDRESS MIX UP HE PROCEEDED TO ARGUE WITH ME ABOUT MY ORDER THAT I SPENT MY MONEY ON. WHEN HE INTRODUCED HIMSELF AS THE STORE MANAGER AND THAT HE WAS ON A RIDE ALONG FOR THE DELIVERY AND IT WAS DELIVERED BUT SOMEONE CALLED AND SAID THEY DID NOT ORDER IT. WHEN I REALIZED THAT I WAS GOING BACK AND FORTH I SIMPLY SAID CANCEL MY ORDER AT WHICH TIME HE RESPONDED “I CANNOT CANCEL THE ORDER AND I WILL CHARGE YOU BECAUSE IT WAS DELIVERED”. THAT WAS THE MOST DISRESPECTFUL AND UNPROFESSIONAL EXPERIENCES I HAVE EVER HAD. THE SAD PART IS MY ADDRESS HAS THE NUMBERS PAINTED IN CLEAN FRESH WHITE NUMBERS YET HE SAID HE WILL CHARGE ME EVEN AFTER HE WAS CALLED AND TOLD IT WAS THE WRONG ADDRESS. THANK GOD THE PERSON AT THAT ADDRESS WAS MUCH MORE THOUGHTFUL ABOUT SOMEONE ELSES MONEY THAN THE...