Pizza Hut — Restaurant in Lake in the Hills

Well I placed an order at 514pm and as of now (745pm) we have not received our order. Worst off at 545 (the quoted time our dinner would arrive) we received a text stating our food was on the way.

I have called the local store multiple times but the phone goes to voicemail. I've called customer service (apparently for new orders only) and they stated to continue to wait as "the driver may have just gone to the bathroom and could be running behind". After two hours of no answer from the store I finally spoke with the "customer care team" at Pizza Hit corporate who provided a refund and stated "if the pizza happens to come feel free to eat it". My frustration is that I don't order food with the expectation that they're just going to give a refund if it doesn't come. We waited and waited for dinner to arrive and it never came.

I'm very disappointed.

8/1/25 Edit It happened again! Door dash driver stole my order. I order directly through the pizza hut website and they outsource to Door Dash. Pizza ordered at 523pm. As of 750pm it never arrived. I call the store and they state it's a door dash problem and to call them. I spend an hour on the phone with door dash who says that the store won't answer the phone to complete a reorder. They offer a refund then state because I didn't use the door dash app Pizza Hut needs to complete the refund. The store says they'll refund now but ultimately I'm still without dinner. I speak with the customer care team and they advise that the store will call me back to address the issue. I explained I've already spoken with the store and they were of no help. They blame door dash and eventually agree to a refund. Again, one does not order dinner to not get it after two and a half hours and then just be told they'll refund the account. We have children who were excited for pizza night. This is an unacceptable business practice. I did not choose Door Dash, Pizza Hit did. Then when there's an issue both companies point fingers...

First off, the gentleman that was cutting the pizza was not a very kind man to the individuals coming in for Doordash. They would show their phone to him as they came in to pick up their orders and he looked at them and yelled, "Name!" When the individuals showed their phones again, he would yell, "Name! I don't do this thing!" (Put his hand out and shook it like he was showing his phone). Just extremely rude to the dashers. He was also yelling at the woman working in the back of the restaurant. Telling her that she needed to really pick up her pace. Very unprofessional because all if us could hear everything.

The other part of the visit that made it uncomfortable was his appearance. This gentleman had his stomach hanging out of his shirt. His hair was really long, in a pony tail, but hanging down his back without a hair net, he had one eye that was all red with white puss in the corner and no gloves. I am not one to comment on someone's appearance, but when in food service, there is a level if cleanliness and professionalism that should be attained. Seeing someone's hairy stomach, what appears to be pink eye, long hair not in a hair net and no gloves preparing my food, I get turned off.

A lot would have to change for me to ever come back to that store and order food. His attitude towards both coworkers and customers needs to really change and so does his appearance. Presenting yourself in a way that makes customers feel safe, comfortable and clean is what brings...

I went into this location and wish I had read the reviews first. I took my kid to Pizza Hut to get a Personal Pan Pizza for their Book It! Award. The Store Manager/Cook was the only person in the store. He was very abrupt and not cordial. I ordered two personal pan pizzas and two drinks. All I was told was "it will take 15 minutes". As I was waiting, I noticed that while preparing food, he was not wearing gloves. He had sauce on his hands, and frankly I don't think he even cleaned his hands after placing the order at the cash register. His hair was not tied back, just in a baseball cap.

Once the pizzas were done cooking, he cut the pizzas with a large pizza cutter and still did not wear gloves. He handed me the pizzas and didn't give me a receipt until I asked for one. The receipt of course had a sauce smear on it.

I've reported this Pizza Hut Franchise to the McHenry County Health Department because this individual's lack of basic sanitation standards when handling food...