Pizza Hut — Restaurant in Jacksonville

I hate leaving poor feedback, but I feel backed into a corner at this point. Last Friday I ordered a pizza from this location at 4:55pm with an estimated delivery time of 35 minutes. By about 5:40 I received an email saying the pizza was delivered, but I never got it, so I called the store. I was told the pizza was on its way and would arrive in 5-10 minutes.

By 6:05 I had heard nothing so I called again. I was told my pizza was delivered to the wrong house, and that they would send the driver back out to deliver my pizza. By about 6:30, I still had no pizza, so I called again. The woman who answered the phone seemed completely unempathetic and when I asked if I would be getting my pizza, she replied "I dunno, probably not." So at this point I asked to speak to the manager, who was very kind and empathetic. He promised to refund my order for the trouble and they would try one more time to send the driver out to find my house. I was told the driver couldn't find my home, which has never been a problem in the past.

I was told to expect the refund in 24-48 hours... which didn't happen. So I called again today. The person I spoke with today seemed completely unempathetic, and said due to protocol, I could not get a refund. I said I didn't care about protocol, as I was already promised a refund by the manager. She barked back in an irritated tone "Well I do care about protocol" so I asked to speak to a manager. She claimed to be an assistant manager at the store, so I said I would be calling corporate and would like to know her name, at which point she hung up on me.

At this point, I have a ticket in with Pizza Hut corporate. Hopefully they can make it right.

Update: The manager of this location reached out to me and made things right. I'm updating the score to 3 stars to reflect the kindness and effort he put into genuinely trying to make...

We ordered a meat lovers pizza medium and 12 lemon pepper wings. Honest mistakes happen right, we got a small plain cheese with some different kind of wings we didn’t order. Tried calling pizza huts number and eye unprofessionalism on the line is astounding. The hello was like he was being bothered and we had no business calling because he was in the middle of something. As soon as we said out order was wrong they hung up. We called two more times and got the exact same thing from 2 other different pizza. This has to be the practice no way 3 people hang up in your face 3 times back to back. All we said was, “Hey we just ordered and the order was wrong”. We didn’t even get to explain prior to them hanging up, they hung up on que. I had to drive back to Pizza Hut and show them the pizza was gone incorrectly. I get here and the lady at the front was nice as can be, but had no explanation as to why they hung up but I could tell by her mannerisms it wasn’t out of the norm for them. She was super busy and folks in the back play way too much. Another customer walked in and a he asked for help because the cashier was making, boxing and bringing pizzas to the front. This dude yells out “you have a customer, hurry up he’s hungry”. This is damn foolishness. love Pizza Hut but I will not spend my 40 dollars plus tip on a pizza and twelve wings just to get the calling staff to do this. Don’t come here. Don’t come here and...

Few months ago I had a horrible experience with this location. Over an hour and half wait just to be told my pizza hadn't even been out for delivery (the website and app aren't always correct when it says it's out for delivery). They were understaffed on delivery drivers...and didn't bother to call to say this was an issue after over an hour and a half? I called and got a girl who told me that it was on it's way now; which was a lie cause when I called 30 min later I talked to a manager who stated that my pizza had been ready and was now cold cause they couldn't get it out for delivery because they took a 30 pizza order. I asked if it could be remade and I could come pick it up, it would have been 3 hours til I could get my pizza cause my order would be put at the back of the line. No offer for the inconvenience, NOTHING, I had to take it to pizza hut twitter to get results.

Which brings me to today's service. Overly greasy pizza than normal, and yesterday's breadsticks reheated (there's a difference in taste and texture). I requested contactless delivery, but normally the driver waits for you to receive your order, this driver couldn't be bothered and was already walking away when I opened the door.

This location is really going down hill. I don't see pizza hut overall as a franchise lasting through out 2021/2022 with how big of decline...