Pizza Hut — Restaurant in Hamilton

Ordered: Two medium "unlimited any"** toppings from the Deals menu, sauces, drinks, breadsticks. The pizza deal is 2 mediums, any toppings, "unlimited" $6.99. The pan was 5 toppings, reg cheese, reg sauce. What we got, 5 toppings, lite sauce, cheese sprinkles. I didn't eat that one.  When I asked someone who had, reply, "the ones you dress up from the store are better". (Those are in plastic bags, with thin sliced provolone or mozzarella... Thats $1.33 a pizza. I'd just spent $7.00 +tax+delivery for something worse than red plastic bag pizza.) The thin crust was 2 toppings, reg sauce, extra cheese, hut crust topping. What we got, thin and crispy 2 topping burnt toppings, lite sauce, thin and crispy cheese topping. Thin and crispy is supposed to be the crust, not the cheese. I did not finish one slice. Even though I had skipped both breakfast and lunch. It was very overdone, just barely burnt. It shouldn't have left the store. No one wanted to eat that. The breadsticks were also overdone on the edges but the middle three pieces were soft enough to not chip anybody's teeth so I ate one of those. It had nice spice and adequate parmesean... Much tastier after I added a packet of parm left over from a previous pick up order. The butter flavored oil used to hold the spice on was a little too thick... Tasted like oil and not as buttery. (It gets like that when the can/bin isn't shaken/stirred before use.) Sauces. The prepacked ones were fine. But the marinara dipping sauce was clearly seperated and tasted watered down. It has been 5 hours since I swallowed those three bites of pizza and that, along with the breadstick, is still an uneasy ball of lead quivering somewhere between my throat and my bowel. I say somewhere because it's shuddering it's way back and forth between the two as if it still hasn't chosen it's exit route. We've ordered here off and on several years. Food is very inconsistent in quality, but it's a total crapshoot on which nights are good food vs. bad food nights. Long stretches of both happen, and its another bad one. I have always gotten excellent customer service at this store and professional service from the drivers. I don't like that the drivers don't bring/have plates, napkins, parm and peppers. I'm still surprised not to see that in a pizza hut order. I understand trying to limit expense, but that's part of what I paid for, and if I request it, the driver should have back-ups with them for people who request them. I chose not to call in and complain about the food because, I stress this, the service has always been good! And, they do get the food right sometimes. The food, when bad, is bad this way each time. Overdone and too lite on sauce and cheese. Crispy toppings on a bed of cardboard or slighly burnt dough. I also have been in there watching two people run the whole show. I was pretty upset that I'd just spent $25 on crappy food, for the second time. Not a pleasant call. Skip it and write. Final reason that I chose not to call and complain, because when I start to place an order here again, my Google will flag me with my own review and I can decide that day, "Am I feeling lucky?" That's why there's this essay of a review and not a phone call. I don't want to forget that I've had this experience here twice in the last two months. I dont want to make this expensive mistake again. Pizza Hut has been my "go to" in other towns, as well as off and on here, since they moved into the little strip mall, but something is slipping here. I don't say this often, but I just don't recommend this food no matter how nice the staff is. I hope they address the matter because inexpensive edible pizza options are dwindling...

I placed an online order for delivery. After an hour and a half, I called to see where the order was because I had received the text saying it was on its way. Twice I was hung up on. A third time I got through to their call center. The lady verified my name, number and address and repeated my order. She stated my text was correct, my order was out for delivery and I would have it within 5 minutes. 30 minutes later STILL no food, so I continue calling the store itself. I finally get ahold of the same person who had hung up on me prior (same voice, same exact line of answering “hi, Pizza Hut on main”). She informed me the call center was a liar, they had my order ready an hour ago but for carry-out and that this has been a reoccurring issue. I only live 3 minutes from the store so I was frustrated because I would’ve went and picked it up way sooner had I known! However, I double checked my receipt from online ordering—which showed delivery, an estimated time, and the $5.25 tip I added for the driver. I also checked my text that said my order was out for delivery. I showed both to the manager when I went inside to pick it up—she argued with me that that wasn’t her fault and nothing she could do about it. I asked her to remove the tip and fee, she said she can’t do anything about it and on her end it showed that I placed a carry out and I left that tip for the workers inside. I again state that I myself double checked the delivery, that I called several times and even the lady at the call center verified I ordered delivery and confirmed my order and address. She stated they have no way of contacting call center—and that the lady lied to me on the phone. I said, oh, okay, well I was hung up on the two times I got through to the store to verify my order so I had no other option but go through call center. She said there was no way I was hung up on, that she—the manager—was the only one answering the phone all night. I said yes, I know, it WAS you and your voice; I even heard it as she answered a call when I walked into the store. She said that was impossible, she had only been there “30 minutes,” yet told me she had been there and the only one answering all night ????? She then proceeded to raise her voice at me, tell me there was nothing she could do and that these things happen often within their system and she had a similar experience when she was working at the Symmes location last week. Obviously, she is a reoccurring issue. I was very disappointed with the refusal to comply and remove my tip and fee when I had so much trouble with them and the order. She was rude and...

Well, as service goes, the delivery drivers are always polite and cheerful. The food, on the other hand, isn't as memorable. The pizza is generally poorly made with little attention to what is actually ordered. Extra cheese? Well, you can pay for it, but you won't get it, unless you get a personal pan, and then they put so much on it, the pizza becomes almost inedible. The pizza is typically rushed through the oven, so their pan pizza is soggy - it lacks that crunchy edge and bottom that PH pan is known for. Their thin is only that. The crispy part is merely an illusion when it comes from this location. I'd be willing to wait an extra 5 minutes to get what it is that I ordered and simultaneously cooked correctly. I have to give them an extra star for the attitude of the delivery drivers, but man, their pizza is incredibly lackluster. There are so many good pizza options, you'd think that they try to at least fill the orders correctly to remain marginally competitive.

I used to manage a kitchen. It really doesn't take much effort to be consistent in production and timeliness. The minimal food cost increase in making a decent product pays for itself in return business. Get it...