Pizza Hut — Restaurant in Maple Grove

Where to begin. First I'd like to mention this is something I NEVER do but with this place I feel obligated because changes need to be made. I've continued to order from this place because of very very mixed results. When it's good, it's good. When it's bad, it's worse. From the online order telling me 45 mins for delivery and it ending up taking over 2 hours and getting absolutely nothing in return to make it right. To ordering pickup that is not even started by the time I walk in the store despite being well past the pickup time. To ordering extra toppings and getting less than regular toppings. To the bread sticks always, always, ALWAYS being extremely overcooked and nearly burnt. To the fact that it seems there are nothing but young teens working there and one older gentleman who speaks poor English and looks at you like you're crazy when you ask for a soda or discount because of the extended wait/messed up order. To the delivery man completely forgetting to bring you the 2 liters you ordered with your pizza (in this case the delivery man actually drove to the gas station and purchased me replacement sodas but even that took an additional 45 mins or so). To them trying to make excuses for late deliveries by saying they're down to one or two drivers. And I could go on and on. In any case all of this could be forgiven if they would just DO something about it. Fire someone for goodness sake, and I'd say start with the older gentleman who's customer service is questionable at best and seems to be in a leadership position because with a 1 star rating this place has to be loosing you money, Pizza Hut. If you screw up an order, make it right. Do NOT order from here unless you're willing to risk it and do NOT stay silent or these problems will never get fixed. I love pizza hut and this place puts it to shame at least 80% of the time. Please Fix This.

UPDATE: So I have gone back a couple of times now to get wings. The service wasn't bad (because I have done pick up exclusively). The only complaint with the staff is STILL with the manager who speaks poor english. I was literally paying and talking with another employee and he kept interrupting, either in the middle of my response to what the other employee was asking (example: nice employee asked if I wanted napkins, and before I could say yes the rude manager was asking for me to sign the receipt). Again, this is was literally after he walked up and interrupted the nice employee who was helping me in the first place, so I don't know why he feels the need to always work the register even after I'm being helped.

The food is still hit and miss. The wings are usually fresh and usually well cooked and well covered in which ever sauce. But they are SMALL. A big push from pizzahut a while back was that their wings were a % bigger. If these are the new & bigger wings I'd hate to see what they were before. And the packaging for the wings is so stupid. they come in a plastic container with no vents, so by the time I'm home the condensation has all but ruined the sauce and the wings. Yet the container is also not sealed enough to keep the sauce/condensation mix from leaking through the edges. Which they will if you get more than one because they don't stack at all and they are very weird shaped. But that's more of a pizza hut complaint than an individual location complaint.

UPDATE 2: So I went in last tuesday, ordered some pasta, breadsticks, and cinnasticks. No sight of the normal manager I have problems with. Nice gentleman took my order, who i assume was another manager. I checked everything in the car and it was seriously all perfect. I was literally snapping pictures of the cinnasticks. Everything looked promotional picture good. I actually went back in and gave my feedback to the guy who helped me and he basically said "the food is a reflection of the manager and I always make sure its good". Food was great. Like I've said it seems to be all about the management at this location. This order literally changed me from a 2 star to a 3 star. Everything...

Horrible experience that went from bad to worse. First, as many have stated, the call center is a joke. Had to repeat the order several times and they didn’t have it correct. When asking them to repeat it back, it was still not right. Then, as many have stated, they quote a delivery time that means absolutely nothing. We ordered at 4:30pm on a Sunday and they quouted 5:15. At 6pm we called back in and they couldn’t help…they stated they only take orders. They stated they would need to have customer service return the call. At this point, I decided to just drive to the location at 494 & Bass Lake Rd. Upon my arrival, I learned there were a half dozen others in same or similar situations. Felt like the lobby was one four letter word away from a mob. The manager was 100% dismissive and zero help. I repeatedly asked for his supervisors name and number and all he ever gave me was Robert. He refused to give me the info! Additionally, as a solution, he stated he would then make the order and give it to me for free and it would be ready in 8 minutes. So basically 2 hours from our order time, they hadn’t begun the order yet. What?!? I continued to wait, primarily because I wanted the supervisors contact info. Asking repeadedly, at least 20 more minutes go by. This is when I had had enough. I thought it was bad enough to make excuses and say that the call center was out of his control but when he promised me 8 minutes and it turned into 20 minutes, that is NOT out of his control. As I stood in the lobby, the cruel reality that, as customers, we have little to zero recource on situations like this outside reviews like this and refusing to do future buisness at the location. None-the-less, I will be stopping in during the day at this location and, moving forward, will do what I can to raise awareness so that others don’t fall victim to the same situation. Corporate office, Better Business Burea, Social...

Had one of the worst customer service experiences at this location.

We received our pizza 2 hours after placing an order. The delivery driver apologized for the wait, which was appreciated. When we looked at our order, the pizza was cold and in crushed boxes, and one of the pizzas was not at all what was ordered.

I proceeded to call the store, which re-directed me to a call center that spent the next 40 minutes putting me on hold, hanging up on me multiple times, and asking repeatedly if I would accept a store credit. Several times I was told the store was given my number and would be calling me back shortly to straighten out the order. This never happened.

Finally, I drove to the store.

The entire situation was explained to the store manager, who offered to refund me half of my money when I refused a store credit. When I asked why I was not getting a full refund, the conversation instantly turned, and more than one time during the exchange, he inferred that I should be happy and consider myself lucky to be getting half of my money back. When I pressed him on why I was never called back, he told me to 'stop talking about the call center, we have nothing to do with them.' He claimed little to no responsibility for any of the complaints that I had and insisted that my partial refund was 'generous.'

After a 20 minute argument he finally conceded to giving his district manager a call to approve an entire refund (...what?), and said he would give me a call back within the hour.

As I was leaving, he said he had never dealt with someone so difficult. Guess what? The...