Pizza Hut — Restaurant in Mason

Update on below review: I waited a couple weeks after calling Corporate to hear back from someone but never heard anything so I called back. Corporate told me that my claim had been closed and the notes state that a "credit" would be sent. I didn't necessarily want a "credit" or a discount. I wanted an apology! So they reopened my claim and told me that if I didn't hear back that week to call again. I still didn't hear anything after another week had passed so I called again. They resent my claim to the store again asking them to call me. I finally got a phone call on 12/20 from the manager. I actually believe it was the same person who was rude to me to begin with. Anyway, she gave me a BS insincere apology.. literally all she said was "I apologize" with a bad attitude and let me know that I have a $20 credit that I can use at any location. I wouldn't give any stars for this restaurant if I didn't have to so my review stays at 1 star. I'm so disappointed in the lack of customer service by MANAGEMENT who couldn't even give me a sincere apology for what happened.

On 11/26, I placed a $47 delivery order via the website at about 9:50pm. The website delivery hours specifically said until 10pm. Shouldn't be a problem, right? I got a phone call a couple minutes later from a lady who did not give me her name, but I'm assuming was the manager. She asked if we would be okay with something else besides fries as she was already cleaning the fryer. I said no because 2 of my kids don't like anything else they have. I asked her how long it would take for the fryer to warm back up and she said 15 to 20 minutes and I said that's fine I'll wait. She said "I'm not staying here that late." I proceeded to ask her why she would clean the fryer before closing time when orders were still coming in. She told me to "Call corporate." So I called corporate and I'm waiting to hear back on rectifying the situation. I cannot believe she said to call corporate. She didnt care at all. Horrible customer service and all-around experience. We are staying at a resort where all the inside restaurants were already closed at this point so I ended up having to leave to pick up McDonalds which then caused some other problems that I won't get in to. But to sum it up, I cancelled my order and this Pizza Hut will NEVER get...

Truthfully, just an awful experience with them and their manager Jasmine. I do hope the franchise owner sees this review so they can provide better training.

I ordered three large pizzas for delivery on Saturday. One of the three pizzas was incorrect. That's no big deal and mistakes happen, so we called up the franchise to get the correct pizza.

They were beyond difficult with simply sending a delivery guy out with a new/correct pizza, despite the fact i said I was happy to swap out the incorrect pizza for the correct one. They only offered store credit or making us drive to pick up the correct pizza (despite the fact we paid for delivery). I explained to Jasmine that all I wanted was the pizza because we had purchased Pizza Hut in honor of a deceased family member (who we had buried literally that day) because it was her favorite pizza and none of us were capable of driving because we had been "celebrating" the family members life. But she continued to be insanely difficult. It took over 9 minutes for them to simply agree to just swap out the pizza via delivery. Even the delivery driver was stunned at how difficult the managers were being. Jasmine claims she is just following procedure but the delivery driver said it was not common for the location to be so difficult and require a swap.

It's Pizza Hit so I'm not expecting world class service. But i would expect their manager to be able to acknowledge a mistake and fix an issue of...

I don't really understand how they operate....I used to love this place. Whenever I decide to try them again I have to order 3 hours in advance and hope they arrive in time. Once I called after 3hrs and was told other location managers had to come help, last time I order before tonight my pizza took 2hrs, was only a cheese pizza verses what I ordered. I called to let them know and immediately got an attitude. I explained that it was their error and they said well they will send it out again, it came just over an hour later, yes it took over 3 hrs for one pizza. Today I decided to try them again as we were having a family dinner, Ordered at 5:15 pm, both the online time estimate and the manager (I called to verify time) said it would take 90 mins. I see 90 mins as 1.5 hrs I called them at 7:30 pm trying to find out where my pizza was. They claimed to have system issues and I was very understanding and they said the drivers were out delivering everything and our pizza should be here. I asked when and they couldn't answer, I was just told to call back. It was 7:35 pm when I hung up, my wife called 7:55 as it still wasn't here, instead of helping they argued the fact of the call times stating she spoke to me only a minute of two before my wife's call, i was sitting next to her and could her how rude they were. We asked for a refund and they are stating they could not guarantee a refund??? So they are charging us, not delivering, and not maybe we will...