Pizza Hut — Restaurant in Madison

Just got an order an hour and a half later, and I wish there was a return service. Wait, let us take two steps back. Pizza, wings and a number of delectable dipping sauces were ordered at 2:30pm. An encouraging email was received indicating this masterly crafted order would be delivered at 3pm. The would be recipients waited patiently with watering mouths for just short of the hour and a half. Suddenly, WHERE IS IT!? The order maestro decided enough! Subsequently, a telephone call was established to this newly opened Pizza Putt. The young man on Pizza Putt's end was told of the glorious order and he responded that such an order was on his screen, however, his manager would need to be brought in as a consultant. Management (Thomas? who knows) consoles our pallettes saying there is a glitch in the computer system causing our package to be delayed 30mins, however, the impressive order was just coming out of the oven and would be rushed to our location within 5-10mins. The maestro felt obligated to point out that the beautiful arrangement should have been delivered even if the order was made at 3pm noting it was now 3:40pm. Management responds saying they are a new Pizza Putt getting things sorted out. The Maestro communicated empathy and that a speedy arrival would be much appreciated. Management offered a free cookie or brownie at the next visit; two things with which the maestro would never screw up an order. Regardless, the maestro communicated gratitude and ended the telephone call gracefully.... Ding Pong. What the heck? The recipients thought: how could they already be here? So impressed with the gravity the telephone call had created, the maestro handed the delivery man, /slash/ same man that answered the telephone call, a fat smack tip. Thank You. Good Bye. The recipients made way to the kitchen island and hovered around the pizza box and plastic bag full of black containers of chicken fresh out of the oven. GOOD GARSH the ranch pack had busted all over everything inside the bag! A ranch pack is missing! The 3 different flavors of chicken wings are soggy and look old and freshly micro-ovened! The "just got out of the oven" pizza has hardened cheese! The maestro lamented; nothing was just out of the conductor. The maestro felt lied to...

I called to order dinner for me and my wife, the number that comes up on google transfers the call to Pizza Hut's main call center. After spending close to 10 minutes on the phone for what should have been a relative easy order ( 2 cheese pizzas ) it was actually 8 minutes 54 seconds. We wanted to order from another location (Madison Blvd) but we kept getting a recording that they were closed. Against my better judgement but to please my wife I called again to add a small order of wings. When I got to the store to pick up my order I was told my total which was considerably higher than what I was told on the phone. I of course asked to try to figure out what the issue was. That is when the lady working the drive-thru window decided that I was being "rude" and dismissed me as someone who was either fabricating a story or trying to scam them! Instead of taking the 2 seconds it would take anybody to figure out there was something wrong with the order or calling someone more knowledgeable to take over (a supervisor or a coworker) she decided she was going to blame me and tell me that I was the one at fault and I should learn how to order my food! What a complete lack of professionalism. So if you are looking for a place that will ruin your dinner with their bad attitude, treat you like scum and leave a bad taste afterwards (they still got the order wrong, food was dry and gross) and feel ripped off in the end try your luck here...

Update: found out the new owners implemented flawed computer system 😡 please be patient with the workers they do serve a nice pie, hopefully they fix it soon

Food was great and people working in there are always great. I am seriously wondering if they got new owners, seeing a lot of changes new call center, constantly understaffed etc.. I hate to see a top notch store, get torn down by corporate greed and outsourcing., I don’t go to Papa John’s or Domino’s bc they went that way years ago. Guess I’ll have to get my pizza fix elsewhere and if I want good customer service I guess I’ll go to locally owned places like Steak Out, they don’t even allow DoorDash. I love it. Edit: I highly doubt that you were changing your labor hiring policies that implemented the call center to keep in store labor down. Plus, it seems you’ve invested in a faulty system. Had to wait almost 2 hours for my food the last time I was. It was explained to me that the store recently got an upgraded system that is not new, but is so buggy that it can’t update expected carry out and delivery times, nor can the stuff update it manually. Is this some AI bs? Please stop taking humans out of the loop and support your local job...