Pizza Hut — Restaurant in Hopkins

Absolutely terrible service. I placed the order around 7:40 tonight. It is currently 10:19. I was informed that the delivery will take anywhere from 40 minutes to an hour. While that is a while for a pizza, I decided whatever. I'll wait. An hour and 10 goes by and I decide to call them and figure out what's going on. They would not answer the phones. I ended up having to call an answering center to have them call and get transferred to a manager outside the store. She spent 20 minutes trying to reach them. When she finally spoke with someone, she was told another 10-15 minutes and kindly passed the message along. So I waited another half hour. Still no pizza. After two hours, I decided this is getting ridiculous and to call the store. They picked up once and said they can't hear me and terminated the call after not even 2 minutes counting wait time for them to answer. I called several more times and the call got declined every single time. I finally stopped calling the store and reached out to the answering center again. She said she will transfer me to another manager. I waited on hold about ten minutes before the line disconnects. I then had to call her back and she said she'll transfer me to her own manager. Turns out I spoke to some random associate at another store who wasn't even told what was happening. She managed to get ahold of the store again and wasn't able to get an ETA, just that they are extremely backed up with only one driver. That would be understandable in a normal situation, however, I was told my order was getting sent out next when I spoke to the first manager over an hour ago.

Overall, extremely bad experience. Would never recommend this store to anyone. Looks like I'm not having pizza hut again, at least until...

They lied to us. They took our order, and we left with no food, no willingness to cancel, and the order they said it would take 90 more minutes beyond the 30 we waited. As the lady behind the counter was floundering, she said that the district manager couldn't be reached for any issues like this to resolve issues with customers. She tried to offer something off the menu we didn't want, and I told her to be offered food we didn't want, instead of our money back, is no solution. I said I wanted to talk to your manager and she said she would tell her the problem, but she wasn't going to call her now. I asked for her District Managers business number, and she said she would never give out personal information. I said I don't want personal information, this is a business and she must have an office line. She refused, saying she only had a personal number. She refused to cancel the order so before I left is said "so we are clear, we are leaving with no food, no refund and no certainty on when you will fix this"?. I then left. Sadly, the waiting area of other dissatisfied customers listened in support as I went back and forth with a business who had zero interest in making it right. I waited hours to send this and they have still not given me the courtesy of a call or response, despite me leaving my number. I will advise everyone to steer clear of a business who sees customers as a burden or nuisance but puts energy into keeping the customers money...

Absolutely the worst customer service from a store manager ever! We placed an order online the evening before my daughter's birthday party for 5 pizzas. Knowing that they don't open until 11 and we requested the pizzas by noon, we were a little concerned but they did fine in the past. When the pizzas didn't arrive at 12 I started calling and the line hung up 3 times. At 12:30 my husband started calling and got through to the manager. They hadn't even started making our order yet. They received the order, but he told us that we should complain to corporate because he can't control it when they get more online orders than they can handle. How about calling your customers to tell them BEFORE delivery time that you can't fulfill the order. At any rate the driver showed up 1 1/2 hours past the due time. He only had 4 of the 5 pizzas and two of them were not what we ordered! The driver said he'd run back for the last pizza and return it to us, but we never saw him again. The worst part is that my husband insisted the manager comp our order for screwing up, but they charged my card for the full 5 pizza order, when they only delivered 2 pizzas as ordered. Seriously, cannot believe the manager positioned this as a corporate problem. Communicate with your customers and make it right when...