Pizza Hut — Restaurant in Louisville

I’ve been a regular customer here for over a year. This past weekend I ordered and the staff must of been short so they sent my order through door dash to be delivered (which wasn’t an issue). The problem I had is that they forgot to give me overpriced two litter to the driver. When I called for a refund, I was told that I was refunded after an awkard amount of silence as if the person didn’t know what they were doing over the phone. When I checked my bank acccount the next business day, I was not refunded. So I called again to follow-up and the store manager Sarah Oliver answered the phone. She told me she had to speak to the manager before she could give any refunds, but never asked for my name or information regarding the order. She became defensive immediately when I asked for her name (just in case, for situations like this). When I told her that her attitude was unnecessary, in a condescending manner, replied by telling me she’s the store manager and all the complaints go to her. She then proceeded to put me on hold and never came back to the call and didn’t answer when I called back. I’m about to call my bank and tell them how Pizza Hut and their poor management refused to give me money back for an item I never received or make it right. Terrible experience. Terrible management with poor emotional regulation and communication skills. Poor options to complain and hold staff accountable. I’d rather spend my money elsewhere and tell my 10,000 co-workers and solcial media friends to...

I ordered the new MELTS right before leaving work. They said it would take 10 minutes to prepare, food was ready when I got there. I wasn't sure if they had a drive thru on the side of the building so I called again when I arrived because the lady that took my order Said customers are not allowed inside. I thought maybe they would bring it to my car. So when the guy answered my call I asked did they have a drive thru, and that I was there to pick up my order, he said yes, I could come in, he said they have an answering service that keeps telling the customers they aren't allowed to come inside which may be the case for the new location located in LaGrange.. so I guess there's some sort of confusion. Other than that, all was good. The MELT was very good, it's loaded with parmesan or Romano cheese on the outside of the crust. There's lots of cheese and meats inside, the dipping sauce was very good too..it's like a marinara, but a thinner consistency. Overall good experience. Parking right in front of the door, convenient location in the shopping plaza a few doors...

So it's Sunday night and we ordered a pizza. It got here in a very timely manner. When we opened the box the pizza was just cheese and we ordered toppings. My husband called there to let them know and to get our correct order. Well after 10 minutes on hold and being hung up on we ate the pizza and he continued trying to call. Our pizza was delivered at 6:22. He did not get to speak to a manager until 7:05. And we were hung up on twice. The manager said they were very busy and hr instructed his employees to not answer the phones. That is pretty unacceptable and a poor way to run a business. So we asked for a refund and apparently that could only be done by actually going into the store. This store isn't always the greatest on speed but tonight was the worst. We love pizza hut but it's really not worth dealing with such a poorly run...