Pizza Hut — Restaurant in Irving

ROYAL LANE LOCATION AND COOPERATE BOTH HORRIBLE. DO NOT ORDER FROM PIZZA HUT!!!

On Oct 31 I ordered online for delivery at 2:53 pm. Scheduled arrival was for 3:35 pm. At 3:54 pm my pizza had still not arrived, nor had I gotten a text that it was out for delivery so I started to attempt to call the store. Every time I tried to call I was immediately put on hold and I was unable to get in touch with anyone at the store so I called cooperate.

At 4:16 on Oct 31st I called cooperate and spoke with Paula, and told her I wanted to cancel my order and get my money back as I didn't have a pizza and was being ignored by the store. She said she would have to wait until the store cancelled my order before they could start the refund process. I asked what I should do if the pizza showed up at my door at who knows what time since I wanted to cancel and she said she could not cancel it for me. I was instructed to tell the delivery driver that I did not want the pizza and to cancel my order. In the mean time, keep trying to get a hold of the store.....

... so that is what I did. Several calls later still no answer. At 5pm the delivery driver finally showed up at my door. At that time I told him that he was over an hour and a half late and I did not want the pizza and I wanted to cancel my order. He wadded up my receipt and rolled his eyes like it happened all the time. He told me to call the store and complain and they would probably give me free stuff. I then told him that I had been trying to call the store since 4 and no one will answer. He said "yeah, management there sucks and they do that all the time....."

I have now called cooperate a total of 6 times and still have not gotten a refund. Every time I call they say they are not allowed to issue refunds and someone will get in touch with me within 2 business days. Yet I have not heard a thing! Every time I call back they say "oh, yes I see you have called multiple times. I do not know why no one has gotten back to you. I see this has been escalated several times and several reminders have been sent. I will escalate it again." NO HELP AT ALL!

This last time I called I asked to speak with a manager on the cooperate line, Sonya, and she was equally as unhelpful. I was told that there was nothing they could do other than escalate the issue again. I then asked if they could email me a history of our conversations, specifically the part where I was told by Paula to refuse the pizza and cancel the order IF the pizza ever showed up, and I was told that they were unable to email anything to me because they did not have email. I was also told that if i wanted the history of all my phone calls and notes that my attorney would have to contact the legal department.

I was waiting to write a review to see if I could get this taken care of, but here it is 6 phone calls, over 2 hours on the phone or hold, and almost month later and I am no closer to getting my money back for a pizza I did not even get. That is theft.

Pizza Hut has lost a customer. Not only is the Irving location I ordered from horrible, but cooperate has proven that they do not care one bit about their...

This place doesn’t even deserve one star. It is quite possibly the WORST Pizza Hut in irving. Anyone ordering from here beware! Not only do they lack customer service and honesty but they also lack the very basic human quality of common sense. I called them first because they are literally walking distance from my house and I needed to have the pizza delivered due to the fact that I was unable to leave my kids at home to pick it up at night around 8pm. When I spoke to a man and gave him my address and order he said they don’t deliver to my house to which I said that’s ridiculous because they are the closest to me. After trying my best to explain that to him I gave up and tried another location which was farther. Not to my surprise they told me that they don’t deliver and that I should call the one located close to me (where I called the first time!) since that was the message that displayed on his computer when he entered my address. I called the other Pizza Hut back and told them there has to be a glitch in the system and they should be delivering to my house. Finally the lady accepted my order and told me my pizza will be delivered on 40 MINUTES. Well....40 minutes went by...60 minutes went by...and so I finally called and said my pizza hasn’t arrived yet. The man said I’m next in line. But then another 30 minutes went by and I called again. A really rude lady picks up and gave me attitude when I complained that my pizza is an hr and 30 min late. And she says that they’ve been telling people the average time of delivery is 1 hour. Umm no I was told 40 minutes. Instead of accepting their stores mistake she decided to give me attitude and didn’t even offer to give it for free. At this point it wasn’t even about having it for free but just about simple honesty and good customer service. Apparently this behavior is a trend at this store based on some of the other customer reviews. I can’t believe I just wrote an essay about Pizza Hut - I know they’re not a fancy restaurant but they are a business at the end of the day and any business serving customers should know how to deal with customers in a polite manner. On top of all that, the pizza sucked! Not only was it cold but also The toppings were thrown on after the pizza was baked and the...

I would give this ZERO stars if I could. I’ve been a loyal Pizza Hut customer for years. Had no issues with food quality or customer service until Shawn, the new manager, started working at this location. He messed up my pizza and did not want to take accountability. He decided to blame me instead. There after, he would purposely make my pizza wrong with the intent of creating a “problem customer”. He raised his voice at my spouse like a child in which I had to put him in his place about. Then, one of his employees (heavy set lady) comes in without knowing anything going and asked “Do I need to call the police?” And of course you know why she asked that without any knowledge of what was going on. Shawn, thought it was okay to not give his name or store number at first. He thought it was okay to speak badly on the old manager and all of the former employees who used to work there. He is very UNPROFESSIONAL, shows NO EMPATHY, and takes ZERO ACCOUNTABILITY for his incompetence. Meanwhile, Clarissa, the assistant manager, vouched that she had no issues with us a customers. But of course, Shawn, who makes other people who does not look like him stand outside while allowing 2-6 people who does look like him stay in the store completely ignoring their “social distance policy”. While speaking to Shawn about his behavior and the way he treated us, the police arrived and advised they were not taking sides. They allowed me to say what I had to say and I left with no issues from them. So to Shawn and your employee (heavy set lady) Nice Try! I have been in contact with corporate. I hope Pizza Hut does the right thing and let someone who is actually fit to be a manager, manage...