Pizza Hut — Restaurant in Kingsport

I'm never impressed with this place but today was especially awful. It was Super Bowl Sunday, so I tried to extend a lot of grace and patience.... but after waiting in the lobby (with 23 other patrons), with no word on WHEN my pizza would be ready, I asked for a refund and left empty-handed after waiting an hour.

4:58 pm Place order for one pizza, breadsticks, and cinnamon sticks using the Pizza Hut App. I'm given a pick-up time of 15 minutes.

5:20 PM I arrive at restaurant, pay, and am told it'll be 10 minutes. Not a problem, I take a seat in the lobby.

5:40 PM I inquire as to the estimated time left on my pizza. Girl at the counter informs me it's "on the prep table" and hasn't even been made yet. She jots down my ticket number on a piece of paper with a 7-8 other ticket numbers.

5:55 PM I receive a notification that my pizza is ready for pickup.

6:10 I ask a 2nd time about the whereabouts of my pizza and no one can tell me. At this time, there are 23 other people in the lobby - many are door dash drivers and I warn them it'll be more than an hour wait based on my experience. They claim they aren't worried - it shouldn't take that long because door dash orders are given priority.

6:30 PM. I guve up. after placing the order 90 minutes ago, and waiting for an hour in the lobby, I request a refund. The girl at the register says "ok. It'll be done tonight since you paid with your card." I request a receipt showing the money will be refunded and she leaves to get a manager. She returns shortly and says "my manager won't come out here but your money will be refunded. She has a lot of refunds to do." I refuse to leave without something in writing, proving I never picked up the food and desire a refund. Finally, another employee initials my receipt, writes down my name and ticker number and says "here."

I left with empty hands and an empty belly. This fiasco could have been avoided had the app set a realistic pick up time frame. The disorganization of the restaurant is also to blame. No one knew where completed orders were, some people showed up with receipts to claim food and their order couldn't be found, and the mob in the lobby didn't know who was next or where to stand to wait.

Two families came to dine in and an employee literally screamed at them "you're going to have to wait for over an hour!" Before she stormed back into the kitchen. In the future, will order from Dominoes, Pizza Plus,...

I do not know where to begin. Placed order at 8:30. Placed online order, no issues at all. Picked up well tried to about 9:05pm Went to the store to pick it up. Store was dark. Did not even know what door to go to for pick up. There was a pickup window so we drove up to that. The window was half open, inside seemed to have only one small light on. A male worker walked past the window; then walked back by again. Waited another 5 minutes, hollered to see if we would be acknowledged. Honked the horn. That finally got attention of a very disheveled looking woman. No “sorry for the wait or anything”. Abruptly asked for the name on the order. My husband asked her if that gentleman saw we were waiting. She said “he doesn’t work the front counter”. We asked if that meant he could not acknowledge a customer. The woman then loudly mumbled under her breath “whatever”. We asked her what she said. She said “it doesn’t matter do you want your food”. At that point we left without our food. I am very grateful I did the pay in store option and did not have to get my money back somehow. Rude interaction from a grown woman is unacceptable. The window is open, the cash register is in plain view; and the key for the register was there. Pizza Hut may wanna your employees...

I went to pick up my pizzas and found one was made wrong when I got to my car. The cashier Chris was kind and told me that I could take the wrong pizza as compensation for having to wait for the correct pizza. I get to my car with the pizzas, where the cook chases after me yelling that I was a theif to the company and that I had to give the food back, despite it being inside my car. I did, upon returning inside the chef and manager were yelling at the cashier, despite it being the chefs fault the pizza was made wrong. I was humiliated and called a theif, and returned to see that cashier Chris also being humiliated in front of several people. Minutes before the incident the chef was bragging about becoming kitchen manager. The way he acted was disgusting, I cannot belive that these are the kind of people being put into management positions. Disrespectful and aggressive. The manager on staff was openly hostile to Chris, the chef was openly hostile. If anything, Chris should be the one to be promoted as he was kind and dealt with the situation the right way. That food ended up in the trash. It's awful how kindness is returned...