Pizza Hut — Restaurant in Madison

I will just warn you all and leave you with advice. DO NOT order from this location. Do not pay without checking your pizza FIRST! Before you spend your money at this location ask them to show you the pizza before paying. Otherwise you will NOT get a refund nor a new pizza. I once rated this Pizza Hut as my favorite, but lately the pizza has been hit or miss. I ordered from them often enough that they would make small talk and ask about my granddaughter every time I would go pick up a pizza which was several times a month. When I called this evening to address an issue with my pizza the manager was very abrasive and rude. I was not mean during my call, but he was certainly abrasive, passive aggressive, rude and told me he fixed the pizza correctly and just because I wasn't satisfied with how the pizza was made that I would not be getting a refund. There are no signs posted in the store regarding a "no refund policy," and because he was not going to remake my pizza I should have been refunded my money if unsatisfied. I don't believe the customer is always right, but I certainly believe in getting what I pay for. I literally ordered the same pizza just days prior and it was exactly right. Since I order from this location often, I think I would know what my pizza normally looks like or how it's normally prepared. The fact that the manager is okay with losing a regular customer speaks volumes. Save your money and order from Bucks Pizza down the road or even Domino's. Based off this experience alone...if I could give zero stars, I would. As I read reviews it appears this manager doesn't care for nor does he appreciate his customers. I am contacting the BBB, the corporate office, the GM and if need be an attorney....

I don't usually review fast food places, but I'm making an exception today to post a disappointing experience at thus PH. I walked in and ordered at 6:13 and was told it would be 15 to 20 minutes. As there are only two chairs in the waiting area, I want for a walk and returned about 6:30. At 6:35 an apologetic counter person told me it was taking longer than anticipated because they were training new cooking staff. It would be another 10 to 15 minutes. Having already paid, I decided to sit it out. At 6:48 our melts appeared, but the garlic bread was still in process. Finally at 6:56 the garlic bread showed up, 43 minutes after placing my order. I realize they were busy on a Sunday evening, but all I ask is an accurate estimate of arrival of the food, preferably before I order and pay for it. Note to management: Sunday evening, traditionally busy for pizza places, may not be the best time to train and break in staff. Having said all this, the Chicken Parmesan Melts and garlic bread we ordered...

Apparently the manager himself messed my order up. I have 8 teenagers in my house at this point that I had to feed. I ordered 2 large pizzas one with extra cheese as well as a medium pizza (topped differently) so I asked if he could mark the box for the one that has extra cheese (being as there where two large cheese pizzas I ordered), Also my wings were supposed to be fried hard and weren’t. The manager swears I only ordered one just because there Is only one on my receipt. He says you must of ordered another medium pizza because that’s the only thing sitting here and I didn’t ! He says he is trying to defend what he did ?! Like really?! Must feel great to defend your mistake instead of admitting to your mistake and just fixing it. If you missed a pizza I could’ve ordered another one and that would’ve been that. Yet, the manager wants to not think logically but instead defend his mistake! The audacity! He says there’s only two people working, maybe that’s the problem if so...