Pizza Hut — Restaurant in Horn Lake

The app was a bit confusing.. I thought I was ordering delivery but after 20 mins or so I looked at the app and it said “your order is ready for pickup”..I do not remember choosing the pick up option, but I guess I didn’t choose delivery either. So that was my mistake, I guess I assumed delivery was the default option. So I made the drive to Horn Lake even though I really didn’t want to! . Anyway, when I walked in there were 2 other people waiting and no employee to be seen, but it was super clean from the floors to the windows. Eventually a girl came out after 3-4 minutes. She asked my name and retrieved my pizza, then she opened the top of the breadsticks and pizza for me to check that it was correct and it was. She gave me a nice big stack of napkins when I asked for some. It had been at least 35 mins since I had placed the order so I was thinking surely it would not be hot. I wanted to have a slice before it could cool down any further (we all know once it cools down pizza is never the same no matter how you try to reheat it!)and to my surprise it was very nice and hot from being in the warming case, so I sat in the car and happily stuffed my face like a mf’er! I got a pan pizza with pepperoni and jalapeño. The first bite was overwhelmingly spicy but delicious. Those jalapeños are no joke! I removed ALL of them from the slice and it was still extremely spicy, so much so that my forehead began to sweat by the time i finished it, and my stomach said “hell no!” when I thought of having another slice. I would appreciate an option for “light” toppings (if there was an option for that on the app I must have somehow missed it) which would probably still be a bit too spicy for my taste but would have allowed me to eat another slice. The breadsticks were also warmer than I was expecting, the texture was right on point, and the taste was totally delicious. There was loads of flavor from the spice mix they sprinkle on top, which is my favorite part. There is just nothing else like those breadsticks! So for me it was pretty good overall! I had been ordering Dominos delivery but decided to change it up after seeing too many Pizza Hut...

So I called to place an order; and a lady named Yolanda answered the phone. She immediately placed me on hold, after saying they were busy. I didn't mind holding on for a few minutes, but having to wait over 18 minutes for someone to come back to the phone was ridiculous. I was across the street when I initially called, so I figured maybe a 3 to 5 min. wait would be okay. After 13 minutes I decided to go into the store to see if I could place my order in-person, thinking that maybe that would be faster than waiting on the phone. When I walked into the store, there was no one at the counter, and I waited another three minutes before anyone came out of the back. I told the young lady Yolanda, that I had been on hold for over 18 minutes, and it was very wrong to have someone on hold that long to place an order. I encouraged her to be considerate when placing people on hold, and to just tell the customer that they can not take orders at that time. Doing so would not only save a customer time, but it would also keep Pizza Hut from potential shrink loss by losing customers as a result of poor customer service. The young lady became upset and unprofessional, but I would not give her the satisfaction of arguing with her. I waited patiently to order a pizza, but I was not going to wait and be antagonized as well. Needless to say, I did not and will not order or try to order anything from this...

I placed a delivery order at this Pizza Hut location and paid for it over the phone. I was told my order would take about 45 minutes. However, when the driver arrived, they informed me that payment was still due. I showed the driver proof of my transaction showing the order had already been paid.

The driver then contacted a live agent, who confirmed that my order was paid for, but the employee who took my order entered it incorrectly in the system. The driver was instructed to return the order to the store and told me to contact the store directly.

When I called back and explained the situation, I was advised to speak with the manager, Norah. He stated that it would take 5 to 7 business days to resolve the issue, which I felt was unreasonable since the mistake was not mine. I suggested that they simply remake and deliver my order, and he agreed.

After waiting another hour, I called again and was told that if I wanted my food, I would have to pick it up myself, even though the manager had said the issue would be taken care of. I asked to speak with someone above the manager and was told I could not speak to the general manager until the next day.

This experience was extremely disappointing. My family went without dinner because of a mistake made by the store, and the issue was handled very poorly. I will not be purchasing from or recommending this location...