Pizza Hut — Restaurant in Indianapolis

I don't typically like to write bad reviews (check my review profile) so I have waited a month to see if I was still mad. I am. Lol.

Do not eat here. Do not order from here. If you want the story I have written the abbreviated version below:

Ordered pizza (estimated 22-33 minutes wait time). We order pizza about once a week in my house totaling about $40, and Pizza Hut is normally slow, but that day it had been 90 MINUTES without communication. So I called and canceled. The manager that answered said "Well we can get you your pizza" to which I replied "No, at this point it's likely very dry and I don't want it." 15 minutes later a delivery driver gets to my door, and I turn him away. He's polite (the one good part of my experience, I guess).

I wait for my refund on my card. Manager said it'd be 2-3 days. After 3 days instead of it refunding me, they have CHARGED ME for the full price of the order I never received, as well as the tip I had written in on my card.

I know my options are 1. Dispute with my credit card. I didn't sign for the pizza or tip, and this is definitely no-brainer illegal on their end. Or 2. Me trying not to spark conflict, I'll let them handle it. Surely they're competent enough to not make this worse?

I call in. They apologize, they say it'll be 3 days. I call in after 3 more days. They apologize, will be 3 more days. The GM calls on day 9 and leaves a voicemail (8am on a saturday) and apologizes and says he'll take care of it after I call him back. I call and he's not there. These employees get to know me. I call and go "It's Andrew." And they respond with sigh "He's not in yet. It'll be 3 more days. Which, by the way, I don't blame the people. I blame the horrible management and the corporation for thinking this is all okay. This ordeal goes on for 15 days before "a resolution" happens.

When I finally reach the store with the manager there, he won't even take the phone. I asked for him, but they put a normal employee on the phone with me. I can hear him talking to her and telling her what to say to me. I'm trying not to get mad because this is ridiculous, and the manager doesn't even have the spine to resolve this. But sure, we affirm my card details (which I shouldn't even have to have called for this to be refunded at all), and they say the refund of "X" is going to be refunded. Well that didn't include the tip. I said "No no, it was actually "X plus tip." And their response?

"We can't refund the tip."

So basically I paid PIzza Hut to A. Not feed me, B. Stress me out for 2 weeks, C. Not make amends, D. And not get an apology from the GM. And remember, I never signed for this. This is illegal.

But is it worth 6 bucks to pursue further? No. I'm tired. But I know for sure we'll never eat Pizza Hut again. I hope you won't eat there either because if Pizza Hut the corporation lets a scum of a manager run a store like this, then they don't deserve your business.

Do not eat Pizza Hut.

Fun fact: I've been trying some smaller joints and they've...

Service at this location is so unacceptable. On one carryout order I went through the drive through to pick up my pizza and sat at the window for 10 minutes with a truck behind me also waiting for their pizza. At least 3 employees walked past the window and looked directly at me and yet no one came to help. Finally, I called the store and asked them if anyone was working the window at which point a young male came to the window and finally helped me. Unfortunately he then left my soda out of the order so I had to return to the store to get the remainder of my order.

On 1/31/16 I ordered a personal pan meal at 7:01. I called back at 8:35 after having still not received my pizza. I was assured that I was next in line, their driver had been gone 20 minutes already so it should arrive soon, and that they were sorry but were down to 1 driver secondary to a medical (low BP) issue that sent their other driver to the hospital. I had to call the store again at 9:19, 9:54, and 10:22 before I finally received my meal over three hours after ordering it. (They did at least remake my pizza.) On one of the later calls I was told their driver had been out to deliver it but were unable to find my apartment and had the wrong phone number on file. However, they were apparently in the stairwell just to the right of mine instead of going into the stairwell straight ahead of them. On the last call the woman I spoke to said that she was not charging me for the pizza and that their would be a credit on my account. I was never given a receipt nor did I ever sign a receipt but upon checking my credit card statement, I was charged for my three hour late pizza and there was never a credit given to my account. So unacceptable. The overall corporation responded to my complaint but it appears clearly nothing was done at a store level to improve their...

Placed delivery order at 4:15 p.m. scheduled for 7:00 p.m. delivery. After receiving no updates at 7:15 p.m. I called the store and was told they partner with doordash for delivery and they're waiting for them. The order is ready mind you, but it's just sitting there waiting. And will continue to sit there waiting for who knows how long because I just now received a text telling me that it's going to be delivered at 7:59 p.m. .

So for everybody keeping score at home the order was placed at 4:15 p.m. for future delivery at 7pm. After receiving no updates from the store I called them at 7:15 and they told me pretty much tough luck keep waiting. 15 minutes later I received a text telling me it's going to be another 30 minutes before it's delivered.

No offer to make it right, no coupon, no discount, nothing. I had not ordered from this location since December of 2020 precisely because their delivery service is terrible. Clearly it still is. But if you ask them it's not their delivery service it's doordash, wonderful job of passing the buck and responsibility of service under your brand name to someone else.

Update. Manager offered to cook a New order and deliver it personally adding another 30 to 40 minutes of wait time. I appreciate that offer but it's not reasonable. I can also have a $20 credit applied to my account that I will most likely never use because I have zero motivation to ever order from this location again. Or, I can bring the card that I used to pay for the order online to the location that I ordered delivery from so they can give me a full refund. None of these options really address the issue in my opinion but whatever. Perhaps the least surprising part of all of this is that the pizza and breadsticks we're both cold upon arrival. Nothing like microwaving your just now...