Pizza Hut — Restaurant in Katy

Do NOT give your business to this Pizza Hut. Horrible and very rude customer service! I ordered a pizza tonight 7/29/16 at 5:54 pm, first time ordering from this location. I got a confirmation email stating my order will be delivered in 30 to 45 minutes. Well at 6:54 still no pizza so since it had been an hour since I placed my order I called to check on it. The guy who answered the phone asked my name, put me on hold and then came back on the phone and said my order should be delivered any minute, I said ok and hung up. Well 10 minutes went by and still no delivery, so I call back at 7:12 pm and ask to speak to the manager (Nicole, I believe). I explained everything I just wrote here and she looks up my order and says oh that order was cancelled. I ask why and she says when they received my order that its customary for them to call new customers back to confirm and since I did not answer my phone they cancelled the order. I told her that I didn't have one missed call on my phone, I asked her to repeat my cell number she did and it was the correct number, she then states they tried to call me 3 times and the "call did not go through" well this is a lie, I have no missed calls and you have the correct number so I don't believe that. She then states oh this order was cancelled because the payment was declined. Wait? What? She just told me they cancelled because I was a new customer who they couldn't get ahold of and verify. So which story is it. Another lie! I said if my ordered was cancelled because of a declined payment why did her employee tell me when I called the first time that my order was being delivered. She says I have no idea cause it states cancelled on the screen. She says would u like me to place the order again. I said are u gonna give it to me for free since its been almost a hour and a half since I ordered it and I have 3 small kids who are very hungry. She says very rudely no because its not my fault your payment declined. I stated if my payment declined then why did ur employee tell me the first time I called that my order was being delivered any minute which implies my order is already ready and it the vehicle about to be delivered to my door......CLICK! She HUNG up on me!!! What has happened to customer service!! I have NEVER seen such RUDE customer service especially from a manager and according to all the horrible reviews this locations has online I'm not the first customer to complain. Looks like this location needs new management. I will be contacting cooperate about this cause...

I haven’t had pizza Hutt I’m a long time. I was craving the pan buttery crust meat lovers pizza so I placed my irder. We’ll, they routed me to a new location and I have to say without regret that they should have Ben be called Pizza Hut. It was horrible. I get a text after ordering much like all trackers…. Then 10 min later it says my pizza is on it way. I thought, WOW! This is pretty cool! For the next hour and 7 minute I waited…. Finally decided to call to see where my order was. The young man that answered the phone was polite, but not professional… he said my pizza left 25 minutes earlier…. Then put me on hold and double checked. Came back apologizing that he read it wrong, said it left 7 minutes ago and should be here in about 20 mins…. Lawrd! This is a neighborhood pizza store…. Nothing takes 35 minutes to get to unless your heading to Houston. I asked if they still had the “ if your Pizza doesn’t show up in an Hour, if you got it free?” He said, what? I’ve never heard of that. He said he would give me a credit. Whatever. Take the money now cuz you already know I’m not coming back….10 minutes later my pizza arrives. It is COLD and the crust is RAW, it not cut properly and no flavor whatsoever!.…. The butteriness that is the best part of the pan pizza is missing… no I mean, no seasoning, no buttery crunch, just plain raw and YUK! Needless to say, I will not be ordering Pizza Hutt again. This was worse than a cheap frozen pizza in the school cafeteria. The Cinnabons we got were not any...

Sunday 2/28: placed order via app for 2 pizzas and cheesy bread. 1 pizza and the sticks were correct, but 30 minutes late. My pizza, however, is the reason I'm giving this a 1-star review. I asked for thin crust; got regular crust. I asked for extra mushrooms; got a normal amount, if that. We were told an arrival time of 9:14pm; we did not receive it until 9:35pm.

I have dietary requirements to consider, which is why I wanted to try your thin crust. Any one of those issues by itself wouldn't be awful, but the combination of all of them, on top of this being a "let's give our local Pizza Hut one last chance to redeem themselves before we take them off our fast food list" makes this the last straw. This will be the last time we order Pizza Hut, from any location. The corporate office should be made aware of the atrocious reviews this location is receiving, as it appears that my experience is far from an isolated one. I called the location 3 times upon receipt of our order to speak to a manager about the issues, and the line just rang and rang until I was hung up on.

This is far from ok, and they can expect a follow-up call on why we paid good money for a late and incorrect order.

We should have called Domino's or Pepperoni's, and regret...