Pizza Hut — Restaurant in Kansas City

I will never go back to this location again.

We ordered at 6pm through the app. we arrive 30 min later, 10 min after the app told us the pizza was ready. We waited in the drive thru line and when we got to the window it took several minutes for someone to come to the window after we rang the doorbell that was attached to the window with packing tape. We told them the name for the order, I paid, they told me they would be right back with my food.

This is when we sat at the window for 20 minutes. I pressed the doorbell again during this time and again we waited and waited. finally, someone came to the window, not the same person who I first spoke to, and asked how they could help me. I told them I am waiting on my food. they looked confused and I handed them the receipt. they took the receipt and after several minutes, so at about 6:50pm, she comes back and tells me it will be 10 more minutes and to pull forward.

ok, at this point we are starting to frustrated with the way the employees seemed to not know what to do, where our food was, and how to handle the situation. I pull around and park and walk inside. I told the girl at the counter that I decided to wait inside instead. after 20 min there was still no sign of my order and it took several attempts for me to get the attention of the hostess/front counter, and I am at the counter. it was as if she was ignoring me, but that's just my opinion. Finally, at 7:25pm, over an hour waiting at the store and being told again that it would be another 10 minutes, I wanted a refund and asked to speak to the manager.

I guess the shift manager was far too busy to talk to me and after another 15 min, and still no pizza, I was told she did the refund and it takes 3 to 5 days to get a refund. I told her ok and waited for proof of my refund and she told me they don't do that and that the manager was not going to talk to me. huh? why wouldn't the person in charge deal with an issue like this?

Nope, that's not how that works. its now 8pm and I walked out. no pizza. no refund. hungry family. Fortunately, the crew the next after noon was able to actually give me a refund, as it was not done as I was told the night before. which, to be honest, was not shocking to hear as I did not believe them when they told me they had given me the refund but they didn't provide proof via recipient clarifying the refund.

I don't like responding at such lengths, but that is absolutely ridiculous and I am truly baffled as to how that location stays open. disorganized and bad customer service and from what I seen, even the next day, there was no manager. the employee that helped me was a server, not the manager, but that was who walked back out when I asked to speak to the manager about the night before...

If I could give zero stars I would - this is the review I sent to Pizza Hut - I would love to select strongly agree next time but it will not be from this location. We waited for an hour on our ready food, that we went to pick up. After 30 minutes at the drive thru window, no one answered so my husband went it, to wait another 40 mins to be handed our food. The wings were cold, they were cooked but not even room temperature. The pizza I requested have no sauce has sauce on it, so I was unable to eat since I am unable to eat red sauce. This is the second time in a year and a half we have attempted to get food from this location and it has been an awful experience. Last time I made a complaint to never hear anything in return. I am so extremely disappointed to pay money for food that was hardly edible and was prepared incorrectly. We gave the benefit of the doubt waiting because we understand staffing issues but the meal wasn’t even prepared properly or packaged properly. Everything was thrown into a pizza box and the wings were covered and sauce spilled over the melt and pizza that were in with it. Very sad. Plus the receipt was shoved in the box (gross) that wing sauce had destroyed.

I reported this to the location and to corporate to which they apologized and said they would strive to do better. Sad to say that because of the insincerity and even ensuring to not be a Karen to relay my frustration, a canned email was the only response that was given to me.

Thank you for striving to do better for others but not the ones that are out money for receiving the wrong items and cold food. So disappointed, though...

Please do not come at this location. Please find a different location. There are plenty more locations that are door dasher friendly as well as customer friendly. First time I went in as a customer Raya or however you spell her name was rude no customer experience the second time I went in as a door dash same experience with the cashier I asked to use the bathroom as I was waiting over 30 minutes for my door dashes. she said it was for customers so I ask how much I had to spend then she said it’s no public bathrooms. When myself and another door dasher called her out she had a yelling match between us made all theses threats but ran out the back door when I tried to take her up on theses threats. One of her coworkers did come outside and apologize to me and the other door dasher and I wish I got her name. She also stated this same cashier has this issue almost everyday and the management has done nothing. She also tried to give us corporate number but couldn’t find it. That coworker deserves the manager position because the manager Cassie isn’t any help I ask Cassie is that the type of employees she wanted in her store and she cussed me out and said she’s blocking me from door dash orders. Which doesn’t affect me because door dash removed it after finding no reason for me to be blocked from receiving orders. I actually just got one from this store and had to decline due to the lack of respect, hospitality from the company. I shouldn’t have to be preparing for a boxing match before entering the store. You shouldn’t have to be met with disrespect and attitude when you walk into an...