Pizza Hut — Restaurant in Maui

We ordered our pizza at 5:30p and the estimated time given for deliver was 45-55 minutes. After an hour and a half, we called to ask the status. We were put on hold and then their associate came back on and asked, "Do you want to cancel your order?". She never told us any status, so we simply said yes thinking it probably hadn't even been made yet. No apology, no explanation, she just said she would cancel the order. Thirty minutes later the delivery man showed up (poor guy, he was very sweet). We explained that we cancelled our order because we had placed the order 2 hours ago. We asked if they would give us something off the price since it had taken so long (we had 4 hungry children and we were still working on making them something else to eat). He called the store and the manager said he would take $15 off. He never asked to speak to us (the customer), never offered an apology. We told the driver, who then told the manager that $15 off was an insult after waiting that long and with no explanation or an apology. The manager - still not offering to speak to us said then we will just cancel the order. Again, with no apology!

We understand that everyone is severely short-staffed right now and I am sure that is where the delay stemmed from, but a business has to explain to the customer if there is a problem and address it the best they can. They failed in that no one ever addressed their error or offered an apology - quite the opposite as they were rude. When we called after waiting 90 minutes if the lady would have explained that they were really behind and offered an apology the whole situation would have been much different. We are both in the service industry, so we understand the challenges with staffing and supply right now, but they didn't give us the opportunity to be understanding. She simply didn't care and wanted us off the phone.

As for the manager - I can't even. He needs to find a new line of work if he doesn't have the time or the wherewithal to handle customer relations.

Obviously, we will be changing our pizza go-to. We will make no difference to their bottom line, but it is definitely a principal thing. I can't give my money to a business that cares so little about customer service. Or about owning up to their mistakes - we...

I had worse experience ever I can't believe anyone. Customer service would think this is ok. I waited 2 hours for my dinner for my kids . Pizza Hut said it would be an hour no problem. We call to add to our order after 15 min thinking they would still be preparing our meal since we are only 15 min away. But they said driver has already left no problem . After 1 hour we call to see why he hasn't arrived . They said driver has flat tire. Ok accidents happen I say how much longer they say just a few min . After 2 hours I call Manager she offers me 5 dollars off Meal ..... really not only have we waited an hour longer our food was just sitting in a car on the side of the road due to a flat tire. I get it stuff happens but we had plans this was our dinner, I asked her first r discount she says 5 dollars or we could wait anotherr 30-40 min for remake I said we have plans. This was suppose to be delivered an hour ago . Now not only an hour late food has been sitting on side of road for hour. We will take it for discounted price Manager responded I can only give 5 dollars off. Wow not only did my kids not have dinner befor an important meeting with he Manager had only made excuses for flat tire never taking responsibility for their promised time of delivery pride of food or show any concern for customer service. We live here and order all the time from Pizza Hut. So disappointed in the, . When. Allying main office they too were surprised at managers response.. I will never go ther again and will discourage any friends from eating there . It's sad that one Manager who could of turned things around and took responsibility for their mistake and. Just discounted meal not just 5 dollars delivery charge for a 2 hour delivery , insted ends up throwing away meal or giving to employee . Well no response from corporate manager just makes excuse I hope we all stope supporting our local Pizza Hut and go to some other local places who actually care. Again so disappointed in management and corporate for no response to...

I should have known not to order from here when I saw the low ratings.

First, they delivered a wrong New York size pizza. Then when I called to ask for a refund or the right pizza, Courtney gave me a number for Customer Service, come to find that it was a number in Central Time that was already long passed close (it was already 8:20pm Maui Hawaiian Time).

When I called back, another lady said they can make the right pizza but we have to give back the wrong one (???). She asked if there were slices missing. Yes, there were slices missing, because they were late delivering in the first place and we were feeding a lot of people. They could have just given me a refund and ended the night. She decided to let us keep the wrong pizza. *Eye roll.

Then when the replacement pizza was delivered, it was a completely botched and overcooked pizza. See the photos. So awful. And disgusting customer service.

Don't order from here. We did only because we felt like it was a safe choice late at night, but...