Pizza Hut — Restaurant in Katy

This location is HORRIBLE for starters!I placed this order for a relative, as soon as I hung up i called the store to tell the manager to make sure security stickers are on the box and Aaron the manager was working this night. He answered put me on hold for 10 mins. then hung up. I called back but He refused to get on the phone and the other associate she was rude and refused to give her name. I called 5 times Aaron still refused to get on the phone to address me the customer. As I was still on the phone with the rude associate I head Aaron answere another call but didn't get on my call but was never able to tell him to put the stickers on the box. Because he didn't surface, and the last time i order from this location the box was open. Utimently I called back after 50mins. later to say the pizza will be cold and still hasn't arrived its after the stated time online, the same associate girl answered she refused to get the manager on the line, then she said he was not available. I told her I would call Alex the district manager if he wouldn't get on the line. After waiting another 10mins. Aaron the manager finally got on the phone. After telling him the above message. Aaron said there is nothing he could do it was handed off to a door dash driver, I said I didn't know pizza hut used door dash drivers if i had I wouldn't have order this might explains why the pizza is always opened when delivered. The Aaron said he can't do anything about the pizza being cold. I told him the pizza shouldn't be cold because the delivery address is less than 6mins away. Aaron started getting loud and belligerent saying the delivery address is 25mins. away. I told him it is not its 5mins away and that him as a manager of course he could make things right he's the manager, he could offer to remake the pizza for the customer. Aaron said it's not his fault if the pizza is cold and arrive late and nothing he could do. I told him he needs coaching and development training and customer retention traing and to have the manager to call me. My sister also called the westheimer pkwy store to complain and ask Allison to call her regarding the katy mills store and the pizza i ordered for her and the unprofessionalism she...

We ordered online and only received 2 of our 3 pizzas. We called to the store to inquire about the missing pizza and were told that they don't carry that crust option at that location. We asked for a refund of that pizza and they denied it saying that its their policy to charge for it if we don't answer the phone after three calls. We checked our call logs, no call. The manager doubled down that he personally placed the calls, and they cannot process a refund for the purchased, but not delivered, pizza. My wife hung up and after a bit told me what happened. I checked the call logs, checked the terms and conditions, which clearly state you only pay for what you receive. I called in, let them know we have no calls, and can provide the call records, and asked for a refund. While polite, the manager again said he could not do the refund. I explained that you can't just charge people for services and goods not provided, and even if we go down the road of a local store policy trumping the website documented terms and conditions, could he even prove the calls were made? The manager asked if he could call me back. The call came quick, and was full of apologies as they claimed there was a typo in the phone number that was logged in the calls the alleged to make. He agreed to refund the pizza. However, our order was not sufficient to feed all attendees, and aside from the verbal, no other compensation was offered.

We will not be ordering from a location that 1) charges you for things they know they aren't going to deliver 2) alters policy from that posted on the terms and conditions and 3) was inattentive enough to double check the phone number when attempting to reach the customer.

Hopefully the refund processes and we don't have to engage with this location any further. Mistakes happen, but to double down and not fact check before denying a refund on an undocumented policy is a bit...

Horrible experience! Placed order at 8 pm notifications stated latest time of delivery would be 52 minutes. 1hour later I called and spoke to Tristen who sounded not concerned about my order. He was however kind enough to place me on hold and check on my order and made me aware that my order was ready and nicely sitting there waiting to be delivered. He then stated they were waiting for a delivery man to be available. Tristen stated it would be about 15 minutes longer before I would receive my order. I obviously having waited for an hour now was upset and asked to be compensated. Tristen then placed me in hold and Crystal the manager nthen came on the phone and with a very dry personality she informed me they were short staffed and all deliveries were delayed. I explained to Crystal on how long the delivery had already taken and I asked for a compensation. Crystal offered me a 20% discount. I accepted and waited for another 35 minutes for my order. Once the delivery man showed up he was not aware of the discount applied and I then had to wait another 5-10 minutes while he searched the number to the location then he was placed on hold - delivery man did apologize for the delay. Finally the person on the phone confirmed the discounted price with him and he gave me my order. is de a comment once the delivery man handed me the box that the box was not hot as it usually is and if my order was cold I would be very unhappy. Sure enough, my order was cold! I was so disappointed when I had to place my just delivered order in the microwave! Nonetheless, I will not order from this location again. After 1 hour and 44 minutes of waiting with a minor discount, I received very cold pizza!...