Pizza Hut — Restaurant in Jacksonville

On 10-28-18 at 5:47pm I placed a carryout order over the phone and was told it will be ready within 10-15 minutes. I arrived at the location and paid for my order at 6:10pm. At 6:25pm the cashier I had already paid asked me what I was waiting on, and I responded "my pizza". She went to the back and came back a couple of minutes later and did not say anything to me. I asked her where my food was and she responded with "I do not know". At that time I asked for a refund. She went back to the manager and then came back to me without saying anything again. I handed her my receipt and asked her to please get me the manager. She responded that he was busy. The manager Mike Ryan came to the counter a few minutes later and began processing my refund. I asked him several times where my food was, instead of answering me or offering to help me, he just kept responding that he is trying to help me get the refund which I had requested. I advised him actually requested food and that is why I was there to begin with, which he did not seem to care about at all. Not one time did he offer to make my food or give me a discount or anything. Had they said it would have been 30 minutes when I called, I would not have driven up there that soon. The fact that they did not cook any of my order even after the monitor said it was in the process of "cutting" when I walked in and said "ready" by the time I had paid is why I was upset. The manager Mike did not care at all about me driving and wasting my time at his location due to his inability to manage his franchise. He told me my refund will be back in my account in 3-5 business days. I asked for the contact information of the district manager and Mike told me to step aside so he can take care of his "paying" customers. I just paid myself and did not receive anything at all. He laughed at me and raised his voice. I have never been treated in this manner by any member of management at a restaurant. I did get upset later on and raised my voice after I was brushed off again and again when he tried to make me feel like I was in the wrong because I asked for a refund. After waiting 10 minutes for Mike to get caught up he finally brought me the phone number for the district manager. I asked for his name and he only would say it was "Pat". He claimed not to know his last name saying he was the only one named Pat in this region. I will never step foot in this location and probably any Pizza Hut again due to the disrespect and lack of care for customer's that this manager displayed.

The manager seemed to not care about me as a customer so much that 3 other customer's left without even ordering. Pull the cameras and you can...

Worst customer service ever encountered!! When my wife ordered 3 items but when the pizza delivery arrived we only received 2 items. I called the store the manager on duty first apologized and said she will have it delivered as soon as possible. But when I ask when will that happened her response was 45 minutes to 1 hour. Now we all know of this happened in eat in restaurant it would be made on the fly within 15 -20 minutes. Now I live 4 minutes away from this store so I know it can happen. But her next excuse is that they are short on drivers. My response was it not my problem. I had to pick the item even after paying for the delivery charge. When I contacted customer service that same night I assumed someone would contact me on Monday. Never happened… I finally called customer service 6 days later and the person said that according to her notes someone had already contacted which was not true. Then customer service rep said someone would contact me later in the evening. Next day I called customer service and the rep said again according to her notes someone contacted me at 9:58pm last night. Not true again. Customer service rep said that someone will be contacting me soon. Later that evening someone from this store contacted me but by email. Poorly written email like it was copied and paste. “indicated that you were dissatisfied with your experience. We’d like to assure you that we take your concerns very seriously. In an effort to continue to improve we will share your feedback with our teams.” Can’t really express just how disappointed and how poorly customer service has fallen. In my days “customer is always right” and made it right. But this store!...

After driving 13 hrs for the busy holiday weekend, I had ordered a pizza to be delivered to my hotel. I was exhausted and starving. I got a text saying my pizza was out for delivery but also missed a call from the local store. I called the store back and was put on hold several times. The girl who answered the phone was nice enough at first but couldn't really tell me why someone had called me and that my pizza was never made or delivered even tho I had a text saying it was out for delivery. She told me they couldn't complete the order because the hotel address was wrong. I confirmed the address and it wasn't wrong. We were literally 0.3 miles away. She asked if I wanted to come get it. And couldn't tell me why the pizza couldn't be made and delivered. She kept saying the manager said they wouldn't make it. I said I wasn't understanding why it couldn't be made since I paid for it. So I asked to speak to the manager and she told me the manager will just tell me the same thing. I said "so you refuse to get a manager on the phone?" And she just kept saying he won't talk to me and will tell me same thing but I can come get the pizza. Finally I asked for my money to be refunded and asked for the manager name and she wouldn't give me the name. I think it was late and rainy and they just didn't want to deliver to me. I want a call from the owner of that pizza hut or corporate to...