Pizza Hut — Restaurant in Houston

Dear, Chequan Lewis Chief Operating Officer, Pizza Hut US. My apologies for not filling out the survey fast enough, it time out. However, my complaint cannot go unheard. I have been a long time customer at the Pizza Hut location 415 W Little York Rd Ste A1 - Houston TX since they put that location from the beginning. I have seen countless of managers and employees come and go, but never have I ever came across the most unprofessional, rude, out of control, and lack of respect for customer such as the young woman that was left in charge of that location on Aug 15, 2023. Minutes before I was scheduled to pick up my Pizza, I get a call from the location telling me there was no mushrooms. I’m on my lunch break and I have 12 minutes left to pick up my pizza/wings and get back home on time. So the lady that called had a bad attitude and begins to snap at me. I’ve already paid for my pizza and wings. Ticket # 0012 - 11:45 am Web # 032252 in the amt of $38.95. The lady on the phone from this Pizza Hut location begins to yell at me. I tell her that I don’t have much time because I’m on my lunch. At this point I’m in front of Pizza Hut having to make a u-turn and go back home because my pizza was NOT ready when it was supposed to be. I’m going back home without food for my lunch because she waited at the last minute to tell me there’s no mushrooms and pick another item. So I pick chicken. She hangs the phone up on me. So rude and nasty for an employee of Pizza Hut to represent your company such as that. So 15 or 20 minutes later, I return back to the Pizza Hut location in person. As I walk in the building, there’s no one else there but the same lady who hung the phone up on me and a middle age Hispanic woman. The young lady in charge was going off and yelling on the phone about one of the Pizza Hut employees not working. Apparently the Pizza Hut employee sat in his vehicle and would not follow her instructions. She also was yelling at the top of her lungs how the employee did not pick up the mushrooms. Whomever she was on the phone with she wanted them to tell the employee to go home and not work for the day. When this young lady gets off the phone, I then tell her, “You got one more problem on your hands”. I proceed to explain to her that she was out of line and under no circumstances should you ever hang up on a customer. She did NOT apologize, instead she goes on to explain that she is short staff, with no help and the middle age Hispanic woman English is not good. She continues to bicker with me, fuss, yell, and scream at me. I came back yelling at her to let her know that she should not be that unprofessional to the customers. When I demanded that she give me her name because I was going to complain to Pizza Hut Corporate on her, she would ONLY give me her initials (R.O.)… Not her name!!! Please!!! Don’t ever let R.O. in charge again, especially if she doesn’t know how to handle stress and pressure when things go South. She needs serious training on how to deal with situations like that because they will arise again. Please let her know not to ever take her frustrations out on the customers. If that’s the case, she’s in the wrong profession and needs serious help with...

This place is absolutely horrible! We placed an order around 8:54pm and also got the confirmation via email stating that they received our order. Estimated time of delivery given was at 9:30pm. Now due to it being an online, we understood that there could be a bit of delay due to who knows how many orders they may have gotten. But waiting for almost 2 HOURS for our order to arrive is simply unacceptable!

We called the location around 9:30 to see what was going on, and they told us that they ran out of an ingredient and had to make it a little late. Now usually, we get phone calls back stating either it is late or we had to go get it ourselves which would have been no problem due to the area they are in. But they didn't even do it this time. Instead they said after the first inquiry that they just sent it out for delivery and it should be on it's way very soon. So we waited.

10:10pm and our order STILL HAS NOT ARRIVED! We called again asking about the status and the lady on the phone just acted as if she was in complete shock that it hasn't even arrived. She did no suggestion of trying to contact her driver or anything. Instead she gave us credit for the NEXT order we "plan" do make. We brushed it off and thought, that's fine. So we waited again!

10:30pm hit and STILL NOTHING! We are getting aggravated and hangry but the fact that when we tried calling again to check the status, no one answered the phone. It was sent straight to the Order Hotline and this drove us up the wall. We called constantly until someone had to eventually pick up. But nothing.

10:52pm hit and we finally get our order. The man wasn't apologetic nor did he explain what was the hold up for our food. We received our order incomplete and completely disgusting because it got cold. He gave us no receipt nor did he have our information if we needed to sign anything. Pretty much it could have been given to anyone!! Not only that, but he had kids piled up in his car while doing delivery runs. Now, I have nothing against bringing kids to work especially if you can't find a sitter or anything BUT HE WASN'T EVEN USING A PIZZA HUT UNIFORM!

HOW THE HELL AM I SUPPOSED TO KNOW IF HE REALLY IS A DELIVERY DRIVER????

As he rushed off, we called this location once again and finally the same lady answered the phone. We told her that the order was incomplete and unsatisfactory and all she did was credit us for the missing items FOR THE NEXT ORDER. If this keeps happening, there won't be a "next" damn order. She also admitted that she gave our order to the WRONG DELIVERY PERSON hence why he didn't have our receipt!!!!

This place is a joke and should either be shut down completely or be replaced with better and more efficient employees!

Sent a complaint to corporate and await for their response; however, this is completely unacceptable and very...

I ordered a pizza at 8:27 pm. At 8:43 pm, I got a text saying my order was on the way and it should be there at 8:56pm. My projected eta was 8:57 to 9:07 pm. At 9:17, I called the store and there was no answer. I waited for 2 minutes before hanging up and calling back. I did that 8 times and then called and chose a different option. Just to be put on hold. When someone finally answered, I asked where my pizza was and told her the name on the order, explaining how long I'd already been waiting. She said let me check the order. She left me on hold for 50 minutes. I have screenshots. At the time I hung up, it was 2 HOURS since I had initially ordered it. My husband has to order myself, our oldest daughter (our youngest couldn't keep waiting and fell asleep) and himself food from somewhere else. When I went to check my order on the app, it had completely disappeared. As if it had been cancelled or completed. I called again at 10:15 to cancel the order, I was told they would send my name and number to the store and give them 5 to 10 minutes to call back. It has been 21 minutes and I've heard nothing. The store closes in 24 minutes. And I have the money taken from my account and no food. And no answers. Do NOT order from here. This is the second time this happened to me. I thought maybe the first time was a fluke since I had never had a problem before. And at least someone was answering the phone and telling me what was happening, even if it was awful service. I got a refund for the hour wait AND wrong pizza too. This time has been even worse. What if my husband hadn't been able to buy a separate order from somewhere else, we would be out all of it. But they had no problem...