Pizza Hut — Restaurant in Las Vegas

Update June 5, 2024: The manager, Ryan, called and apologized. Took the time to understand my frustration and helped me with my next order. Thank you so much. Small things like reaching out make a big difference. Pizza was great as always.

I ordered from this Pizza Hut on 5/8/24. I ordered one of the newer deals consisting of the full melt, boneless wings, and a drink. When I received the order, the full melt in the box was only a half melt. No problem, called the store, escalated to a manager, they shared it was a newer product, and offered a $5 credit for the missing half of the melt, stored under my phone number. Which is a great resolution.

Now I'm trying to order today from the same pizza hut. Called in my order and asked to use the credit. The associate said "well if you really have this credit, you'll need to speak to the manager." Again, no problem, I understand fully the chain of approval. What I don't understand is the tone it was said and the lack of caring by the staff to escalate appropriately or to check back if the manager was unavailable or to let me know they were aware I was waiting.

I've been on hold for over 21 minutes waiting for a manager. At some point, the line became unmuted, and I could hear the first associate laughing and talking with another associate in the background. When I attempted to call back, just in case there was something wrong with the line where they couldn't hear me, the...

I ordered a pizza at 11am for a 1:30pm pick up. When I arrived at 1:30pm the guy running the front of the store told me he canceled my order because it was over an hour old. I showed him my confirmation with the requested 1:30pm pick up. Instead of apologizing and making my pizza a priority he waited 10 minutes before telling the cook they needed to remake my order. Then (because he knew I was mad and I was glaring at him) he pulled my pizza out early so the dough wasn't completely cooked. This isn't the first time they've ruined my order but it is the last because I won't return. What is utterly astounding other than the complete lack of customer service is - why do we bother providing our phone numbers and emails that companies insist on having if they aren't going to call me and say, "Hey, I'm canceling your order." Because that would have resolved this by either me going to get it or confirming I asked for it at 1:30pm. And it would...

This location has changed hands many times. So your quality of food will be entirely dependent on if they care about their job. Its just gotten worse and worse to the point where I will go out of the way to another location. They are rude, inefficient and rarely get your order right. They expect tips for that type of service as well. It wasnt always like that but over the years this has turned into one of the worst locations in the valley. I still have recorded videos and conversations of flat out waffle house type energy. But at least their food is good. The amount of disrespect is astronomical. Will be reaching out to the regional manager, who I had to find myself because they refuse to give you any supervisor's or manager's name when you request it to make a complaint. I do not recommend this location. They have slowly killed my love...