Pizza Hut — Restaurant in Maple Heights

This location has declined GREATLY. My past two experiences have been take out and they have gotten progressively worse. The previous time I used my rewards points for a free pizza. I had my son go in to pick up the pizza and he was told there was no order for me at that store. So, I had to now go in (which defeated the purpose of me sending my son in and not having to find a parking spot) and deal with my "non-existent" order. The young lady at the counter told me the same thing she told my son.....good thing I brought in my laptop with the confirmation on it. Once she saw that, she still just stood there and shrugged her shoulders. Finally she called over another young lady (don't know if she was just an employee or manager or what), who was able to find it with my phone number. Why did the first young lady not look for it that way? She appeared to not know processes or procedures and not care that she didn't know. She retrieved my pizza and said NOTHING, just stared at me. This most recent time, I went in myself (to avoid confusion like before), and there were many people in the small customer area. It took 10 minutes for the young man behind the counter to finally get to me. The other customer's orders were difficult for him to find or retrieve and there were other workers in the back making orders, speaking loudly and using profanity the entire time. When it was finally my turn to be helped, he couldn't find my order (AGAIN, REALLY?). At least he knew to look for it in different ways. Then he blamed ME because it was put in the system using my first name instead of my last name. THAT HAS NEVER BEEN A THING BEFORE, and it's not something that the customer has control over. There are not enough workers first and foremost. The young man made sure to let each of us know that he was being inconvenienced by having to assist us because he had been attempting to leave to use the bathroom for over twenty minutes. With all of this, there are still the workers in the back speaking loudly, complaining about customers & the conditions AND using profanity still. This location is closest to me, but it may be time to go to the next one. They are horribly overwhelmed at this location and lack professionalism and customer service skills. I can only hope it gets better...

My husband and I had ordered 2 personnel pan pizzas for dinner on September 19,2024. The young lady tood us on the phone it would take 20 minutes but we decided to give them 30 minutes do to the order we had placed. We walked in and the young lady tood us that there was a problem with our order and she explained that the one pizza was right but, the other pizza was all cheese and we had ordered a pepperoni and cheese with the pepperoni underneath the cheese well done. Not a all cheese pizza.. So the young lady explain that she would have the cook remake the pizza and that we could get the other pizza and had us pay for both pizzas why we waited for the pepperoni one to get done. She said it would be 10 minutes. So 10 minutes later I asked about the pizza. The young man that was cooking and he was the manager tood us that he had to remake everyone's pizzas because they where wrong and he had to send that person home. So we asked him about how much longer do to we had already waited 50 minutes for 2 personals. Thats Crazy.... So we waited another 30 minutes and my husband's pizza was cold and I just wanted to go somewhere else so I asked one more time about my pizza and they hadn't even made the pizza. So I asked for our money back and the young man tood the young lady to tell me that Pizza Hut Does Not give refunds. So now you on made us wait all this time and took our money and no pizza , no money back.. Unacceptable Behavior. He finally came to the counter with a pizza and it was the WORST PIZZA I wouldn't feed that pizza to my Dogs. I tood him to give me my money back he tood me he couldn't and to call the cops. So I called the cops and they tood me I would have to speak to Corporate. Now no food and no money refunded so now Pizza Hut has Stolen from us. All I wanted is my money back. UNACCEPTABLE BEHAVIOR...... I tood the young man I would speak to Corporate about this matter and I just want my money back. They need to DO...

If I could give zero stars, I would. I had one of the worst experiences at this Pizza Hut location (20515 Southgate Park Rd, Maple Heights, OH). I placed a mobile order for two large pepperoni pizzas and two orders of boneless honey BBQ wings. The app said it would be ready in 15 minutes — I ended up waiting over an hour.

What made it worse was the complete lack of professionalism and food safety. Employees were not wearing gloves or hairnets, one staff member was wiping his hands on his pants and using hand sanitizer instead of washing. Another employee brought marijuana into the store and into the kitchen. Staff were horse-playing, using profanity in front of customers, and ignoring the phone as it rang. My wings weren’t even made until after I asked — and only half the order was done at first.

I was told my pizzas were delayed because no one had set out the dough. This isn’t the first time I’ve had issues here, but this visit crossed the line. I filed a complaint with corporate and the Better Business Bureau because this was unacceptable on every level — customer service, sanitation, and professionalism.

I urge anyone thinking of ordering from this location to seriously reconsider. I hope corporate investigates and holds this store...