Pizza Hut — Restaurant in Louisville

I am staying at the Hilton Garden Inn in Louisville, KY for a cheer competition and tried to order Pizza Hut for my daughter and I. 2508 Preston Hwy, Louisville, KY 40217 was the Pizza Hut I ordered from on December 8th, 2018. The order was placed at 8:48pm. Online tracker said estimated delivery time was 45-55 minutes. I prepaid online with a 25% tip.

At approx. 9:40pm, I was in the bathroom at my hotel with my cell phone (the number I gave on my order) on me just in case I got a call from the Pizza Hut delivery person. The tracker said it had not left Pizza Hut yet, but I just wanted to be sure. While I'm in the bathroom, my hotel phone rings but I didn't make it out on time to answer. About 5 seconds after the phone stops ringing, I call back and tell the front desk I missed a call. He informs me that our pizza delivery guy was here and just went to his car to get the phone number I gave him because he didn't have it on him. I race downstairs to go meet the guy, don't see him in the lobby so I run outside, and no one is there. I run back into the lobby and ask the front desk worker where the Pizza delivery worker went, and the front desk tells me that they saw him drive away.

At 9:44 I called Pizza Hut to try to catch him before he was gone because he couldn't possibly have been that far away considering he had just been INSIDE the hotel less than 4 minutes ago. The manager told me that it was protocol for the delivery driver to only call the number on the order (which would have been my cell phone) and if I miss the call the driver is allowed to leave immediately and not give a refund. I informed her that I did not receive a call on my cell phone, which was the number that I put down for my order. She said that "I didn't answer, and that's not her problem." I said that it was her problem because they didn't call me, and it was not fair that she had no intention of fixing this problem caused by one of her delivery drivers. She said that the wait time for pizzas was 2 hours and the earliest she could get us our pizza was in 35 minutes, but that they would not be making me a new pizza to deliver, it would just be an hour-old pizza. I asked if they could make a new pizza and deliver it within 35 minutes, and she proceeded to yell at me that it was my fault and not her problem. This conversation with the manager took until 9:55, when I asked for her name, and she HUNG UP ON ME. At 9:55pm I had my daughter call back, the manager answered again, and I had my daughter ask for the name of who she was speaking with from a different phone number, and the manager hung up on us AGAIN. I did not deserve to be screamed at for 5 minutes, hung up on twice, receive no pizza OR REFUND, just because I missed a call on the hotel phone, which was NOT the number I even left for my order.

This was my first time trying to get a delivery from Pizza Hut and it will most...

Friday August 1, 2025 This place amazes yet again. I placed a order late Saturday night. Arrived when it said to on the app, everything was perfect. Hot, Fresh, customizations were perfect. The staff was friendly. What stood out about this visit was this: There was a bunch of pizza and stuff just sitting that people never came and got or whatever. As just a thought, because I ask every restaurant I go to, I asked if I could get the stuff they were going to throw away to take to people less fortunate. They didn't even hesitate. And was excited to be a part of doing something like that. So we drove around for about 45 minutes at 1030 Friday night and passed out pizzas to a few different people. It made their day and made my day as well. So many restaurants would rather throw the food away, for no reason other than it's too much or made wrong. Then they won't hesitate to make it seem like you are wrong for trying to help people. It would be cool if y'all can at least recognize the manager and employees there that night that did the morally right thing. I will definitely be keeping my pizza business with the guys, and girls, that still have a heart. Thank you Pizza Hut.

~Just a person trying to give back.

Just placed an order online. Literally 3 minutes ago, and the manager called immediately. Name is Robert. They are out of a few things that I ordered but he called promptly and resolved it with no issues. Offered either a refund of the items or menu replacement at same price. We took the replacement and he made sure that it was worth the trouble. We appreciate it and will definitely be a returning customer because of him. Will update food after...

We order carryout or delivery. Several times our order has been wrong. Either wrong crust or the pizza has onion on it when we specifically ordered it without. Our past 2 experiences with Pizza Hut have not been great. The first, a few months ago, several days after having our pizza, we receive a phone call from Pizza Hut. They question us about the employee that cashed us out. Did he seem OK? Did he act strange? When we asked what this was all about, they refused to give us any details. Of course, all that did was make us concerned. Was it health related with all the Hep-A going on? Was he stealing? Was it a Customer-Relation issue? The manager could have at least reassured us that it was NOT a health related concern and left it at that. Meanwhile, we opted to get our vaccinations, which is a commonsense move for anyone that frequently eats out. We never did learn what the issue with that call was.

The second issue is with Pizza Hut in general but ordering online from this location. I received an email coupon ONLINE ONLY 50% OFF MENU-PRICED PIZZA. Woohoo! I can get my pizza for $6.00. NOT SO! I click on it, order a LG BBQ Chicken Pan - onion. 50%=$9.49. That is strange, I can order a LG BBQ Chicken Pan - onion at reg price for $12.00. How do they upcharge $7.00 for the same Pizza??? ......actually $8.00 because the Pan Crust is only +$1.00 with the 50% OFF deal and it is +$2.00 for Regular Price. This is a scam! I never placed this online order, but I did email the...