Pizza Hut — Restaurant in Madison

Never had an issue with this store until the this summer. The last straw was two weeks ago, made an online order for wings and a couple drinks. Paid with Apple Pay, the delivery tracker said it was out for 40 minutes and 30 minutes past the expected time. Wanted to wait because I understand there being busy times etc etc. Finally called the store to see what was going on, no one answered and the call said disconnected twice. Finally called a third time, was put on hold right away. The person on the phone was very curt and said they didn’t have my order. Was put on hold again and told they had it, it would be another 40 minutes, also that it was cold? I politely asked for it to be remade and the person hung up on me. Another 1/2hr went by still nothing, so called again to ask for it to be cancelled. Was put on hold and then was super rude to me for calling? Once I stated that I was NOT trying to yell at them they were apologetic but again tried to hang up on me without refunding my order. Days went by and still no refund, I called again and a different person was also incredibly rude (called early so they weren’t busy/stressed) but same story of trying to hang up without resolving the issue told me it took a while for a refund (duh, but not this long) and hung up on me. I finally called the other day, again early and the guy who answered was again super rude right off the bat. Didn’t want to hear it, deal with it or resolve it. Told me they didn’t refund Apple pay (which didn’t make sense, the store had done it before because their driver didn’t show up) couldn’t find my order. Took my card number and amount to refund and briskly hung up on me. Still no refund, but I did just get a letter with large printed words over the logo that read “thanks for being our customer” with two free pizza coupons… horrible horrible horrible customer service. Will use the coupons of course, but the top tier worst employees I have ever encountered (which says a lot) will keep me away from this location...

You want to know how other chains out pizza the hut? Accountability. I ordered a meal for my family today who are unable to go out and enjoy a meal together and while the delivery was quick and the food is good, we were missing four sodas we ordered. I have always been a loyal member of the hut and it saddens me that after years of support to the pizza hut franchise and earnest tips given to its hard working drivers, usually above 20% as I am also working with pizza, I might have to stop ordering with you. After noticing the missing sodas I called the restaurant on 5251 High Crossing BLVD, to no avail. At first I was greeted by a third party ordering member who said they would direct me to the store and when connected the call instantly dropped or I got a message telling me the call did not go through. I called multiple more times with the automated voice assuring me that a member would be happy to assist me shortly which was a joke after hearing it the umpteenth time. I could even just drive to the location and pick up the soda I paid for but I would not be able to as I am unsure if people are even at the store. I get it too, at my pizza restaurant while in the rush and telling people that delivery time is two hours and being chewed out by customers for miniscule things, I often do not want to pick up the phone either. But I do. Doing this reflects on a restaurant and shows commitment to the people, good or bad, that support it. Please fix what you have done wrong Pizza Hut, I don't want to give up on...

Ordered the big new Yorker with extra cheese. They only sparsely put regular pepperoni on it, none of the cupped pepperoni as pictured, and no extra cheese like ordered! I normally don't order from the high crossing location in fact haven't in years do to the fact they they always skimp on things like extra cheese when ordered, always screw up the order whether it be the wrong sides or toppings, most of the time if delivery it ends up way late, like over an hr late and almost dry like it's been sitting out for way too long! Only ordered here this location due to time constraints so I picked up in person and the manager stated the topping issue was because it's a franchise and the corporate side does things differently! As a former franchise owner in other business, I know he was lying. While you are allowed to take some of your own liberty in things like location design or additional options for the menu. Core product is required to stay the same to coincide with company values and expectations, which this owner and or location do not. That frankly is why it ended up having to move to a smaller location up the road from its original larger sit down location, because they've gone down hill in quality so much for the last 10 or so yrs. I would recommend any other locations in the area over this...