Pizza Hut — Restaurant in Manchester

We had a family medical issue, my fiancé had not ate because he no sooner got home that we had to turn around and drive to a hospital 45 minutes away as his father was sick. I called this location for a carry out order of the family pasta and breadsticks. I was told by Sophia that it was an online order only. So I placed the order online. I got a confirmation number and was told my order would be ready for pickup in 6 minutes. When we arrived I was told by Sophia who I later found out was the manager that there were not any orders in her system. I showed her the confirmation number and where the card had been charged. After looking me up by phone number, name, and everything but my blood type it was determined that there was in fact not an order in her system. So I asked if she could look it up by the confirmation number given to me and she said no. I asked what purpose the confirmation number serves and she said it means nothing that their online ordering system is serviced by an outside third party and that this is a common issue that “happens all the time”. Now my fiancé being a hangry 230 lb body builder was not as kind as I was but I tried to reason with her calmly and stating even if it is a glitch on the third party’s system, your website, ( Pizza Hut’s ) website gave me a confirmation number confirming it has charged my card for the amount stated as well as told me it would be ready for pickup in 6 minutes, while stating proudly at the top “Oder confirmed” so…wouldn’t it be in pizza huts best interest in the name of customer service to just honor the order that we paid for, were assured that would be ready in six minutes and given a confirmation number for. After about twenty minutes of this woman having a tenuous grasp on the basic workings of her system to process an order for pizza, we asked for the manager, only to find out we were speaking to the manager!!! So I asked who owns the store she said “Chris” I said Chris who does he have a phone number or business card? Just “no” is the answer I got so I asked when Chris would be in the store again- finally getting an answer left with no pizza and $21 poorer. What a waste of space these “employees” are !!!...

Only reason this is a 1 star is because I cant do 0 stars. We placed an order online and went to pick it up just to be told it had already been picked up. Someone came in, saw my name on their stupid display in the lobby and said they were me. The employee gave them my # and ask if that was them and of course the thief said yes. So that means not only did they give someone my order that had already been paid for, they also gave them my personal info. My wife demanded they make the order again and they did with another 20 minute wait. Then when she went to pick up our order again, they left off part of the order and tried to make us pay for it a 2nd time. At this point my wife had enough and left.

I called the manager when she got home and they said they didn't try to make us pay again although both my daughters and a friend of theirs confirmed what the wife said. I also ask if their policy was to give out customer contact info and to let paid for product leave the building without confirmation and the poorly trained and bad attitude manager had no answer.

Some people are born to lead and some are born to follow, unfortunately for the GM and owner of this franchise, this woman is a very poor leader. I will ensure that everyone that I know in Manchester, TN knows about the risk of doing business with this business. I will also be filing a complaint with corporate on the policy of how online orders are being released to incorrect...

I would literally give them a zero if at all possible! So I called to place an order and to pay for it over the phone, the lady said we can't do that if it is carry out, which it had to be, because I'm outside of their delivery zone. I was going to have some pick it up for me and they had no cash on them... So I asked the lady well then how would I pay if it was delivery ?? She stated you could pay by cash or card (over the phone) I said okay let's do that, and I'll have someone pick it up, they refused to let me do that at all telling me it was a security issue. (beyond frustrated) so I cancelled the order. Later I placed the order online and decided I would run to town and get this pizza. Upon arrival they told me my order was never place, (the one I had a confirmation number for from doing it online) none of them were friendly, and they make getting a freaking pizza so Damn complicated. If papa johns had the stuffed crust, I would NEVER use this pizza hut! They aren't worth it. I'm not sure how this location is still...