Pizza Hut — Restaurant in Kansas City

I’ve done curbside 3 times at this location. Each time, I’ve arrived 2-3 minutes early, checked in with staff, observed my pizza in the warmer, waited over 10 minutes past the ready time, and then had to get out and go inside to get my pizza. Each time I’ve gone inside, the employees are playing on their phones, standing around talking to each other or no where to be found. Which has resulted in lukewarm pizza, every single time. Tonight, another customer and I had checked in for curbside. He pulled in before I did. So we both sat outside for 10 minutes before I finally had enough and went inside. When I walked in, two employees were in the kitchen talking to each other in close proximity. Neither of them acknowledged me come in to the store or even waiting in the lobby. Shortly after, the other curbside customer walked in. Again, nobody acknowledged him either. They continued to stand and chat while we waited. After waiting, the other customer spoke up and said “this isn’t customer service” to which the female employee laughed at him and basically dismissed him. The male employee walked past both of us, right out of the store. The female employee came over and began helping us. I’m sure you’d be shocked to find out both pizzas in the warmer, belonged to the curbside customer and I.

I get it, customer service and fast food is hard and gets busy sometimes. However, the screen showed 4 orders and this was close to 8pm on a Tuesday. It’s frustrating that I chose curbside due to having an infant and toddler and all three times, we’ve had to go in and get the pizza after waiting 15-20 minutes and then going home to lukewarm pizza.

UPDATED: Danielle, the GM reached out and apologized for the lack of customer service we received this night. I’m glad to see the general manager is paying attention to feedback! I’m changing my review from 1 star for...

I live 3.5 miles away from this location.

I have ordered through this establishment multiple times. I enjoy Pizza Hut pizza and often order when having guests over. This location recently started delivering to my residence. They have delivered to my location several times before. I ordered before 8pm and they confirmed my address. An hour and a half later I'm calling the store to check on where my order is. No one in the store answered. I finally get through to corporate and I am told that my order was cancelled and no one bothered to call me. So two hours after I placed my order, I still don't have any food and the "manager" Rhea decided to cancel my order without calling me. To say that we are upset is a complete understatement. We were offered the bare minimum in compensation for our "troubles". My number was clearly being screened because I had called at least 5 times and no one in the store answered. The fact that two weeks ago they delivered and now my house is "out of range" is completely ridiculous. Not impressed, especially with "Rhea the manager".

Overall, the fact that there was no communication that the order was cancelled was beyond the worst customer experience I've ever experienced. I cannot believe I'm even writing this review. I'm trying to save other innocent people from experiencing this sort of treatment.

No photos to post because no food was eaten/delivered/attempted...

We ordered delivery on Sunday a few hours ahead of time. Apparently they don't have their own drivers anymore and use door dash. The delivery fee was an extra $6 plus tip was another $6. We figured it was worth it due to the bad weather. Our order was almost 30 minutes late and obviously cold, oh well we didn't really care about that too much, we just heated it up in the microwave. But the $7 order of 8-piece wings was missing. We immediately called the door dash driver and she stated it is not her job to check that the receipt matches the order when she picks up. So we called the store and could not get through on the phone. Next, I submitted a request through the app to customer service. I received an email saying the issue would be forwarded to the store. 4 days later and I have yet to receive a phone call or email to deal with the issue. Not worth dealing with these chain restaurants anymore, I'd rather just do store bought pizza or a local mom and pop shop...