Pizza Hut — Restaurant in Houston

My experience with this store has historically been good. My orders are correct and always delivered by Pizza Hut delivery drivers. Here is a breakdown of my recent delivery experience and why I will not be ordering from this store again.

• I placed an order for a single large pizza at 11:53 am. • At 12:25, it was showing that it had been delivered, but I had not received the pizza. • I called the store at 12:30 and the lady I spoke with told me (after a brief hold) that they would contact DoorDash to see who would be responsible for fixing this and I would get a call shortly from a manager. • At 12:44, I got a call from DoorDash asking if I wanted to replace my order or get a refund. I chose a replacement. • At 1:06, a different DoorDash driver contacted me that he was at the store, my order was being made, and would be 15 more minutes. • At 1:22, the DoorDasher called me and told me that my order had been picked up earlier by someone named Caroline and he needed to contact DoorDash to get my order replaced. I explained that I had already talked to DoorDash almost an hour ago for a replacement. He was sympathetic and said that my order was being made now. • My order was finally delivered at 1:54, 2 hours after I originally placed it. Thank goodness it was warm and made correctly. I also came more out of pocket and tipped the second DoorDash driver because who knows in all this mess if he was going to get the original tip I placed on my order when he absolutely deserved it for dealing with both companies for an hour to make sure I got my pizza.

I have a lot of patience and tend to try not to escalate things, but this whole process was infuriating. I worked as a pizza delivery driver for 5 years and cannot understand why this took so long. I had contacted the store and had been contacted by DoorDash. Everyone involved knew I still wanted a pizza, yet it seems like it still took another 30 minutes for it to start being made.

It also seems very deceptive not to mention anywhere that it could be delivered by some 3rd party delivery service. 9/10 times, I have had horrible experience with DoorDash and actively avoid those services. I understand from a business perspective the potential need to utilize them if you don’t have enough drivers on staff, because I was one of those drivers for so long, but I believe there should be way more transparency for customers. Maybe an option to ensure a Pizza Hut driver will make the delivery with the understanding that it may take a little longer should be available? I would pick that every time, if only to avoid the confusion of two businesses trying to do two halves of a service when they clearly aren’t communicating enough to deal with issues when a random person misdelivers or steals an order.

Edit 3 weeks later: Owner asked for details to make things right. I sent an email immediately with all requested details and a request for a refund. 3 weeks later, I have not heard anything back. Owner replying to negative feedback but does not actually do...

This is my neighborhood Pizza Hut and I came here once when I first moved to the area. My hand tossed pizza was poorly made (visible to the eye) then and I complained and decided not to come back, especially since the manager’s service wasn’t up to par either. If I remember correctly, I had asked for a drink for my trouble and he said he couldn’t, because of their inventory and though he was the manager, he couldn’t ring it up complimentary. That’s been about ten months ago, so I decided to give them another chance hoping maybe things would be different. I asked to see my thin crust pizza before paying and from the top it looked okay. When I got to driving in the car, I picked up a slice and immediately I could tell that it was undercooked or something was wrong. The thin crust was flimsy and not crispy at all. I got all the way pulled in at home and had decided that I should just cook it longer. But before I went inside home, I said, “no. I need to have it remade because that’s the purpose of ordering out.” The manager tries to say it’s because I had three toppings and it’s always flimsy and light-colored like that. I’ve had Pizza Hut for years and I know even if they changed their recipe, the pizza should not be flimsy and falling apart. It’s called Thin ‘N CRISPY. I was immediately suggested to get a refund, because he didn’t want me to be unhappy if it came out the same or my toppings were burnt. I paid with a card and don’t want to have to wait for a refund then still have to find something else to eat. But they could not give me cash back. I asked for hand tossed crust, since it’s the same price, but he was unwilling to do that. Needless to say, as I wait for this pizza, I won’t be back to this location or Pizza Hut ever again for that matter. They threw the pizza away (I was told) before I thought to get a picture. The manager’s name is Rashad and I dealt with him both times. He tries to have good customer service, but unfortunately he just falls short with his tone. Needs to take another look at their mission....

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WHERE I WAS FIRST TAUGHT BY ONE MRS. RICE @ Hastings-on-hudson high school 🏫🎒 & or Farragut Middle school 🔙 in...