Pizza Hut — Restaurant in McKinney

I've ordered online from this location on multiple occasions (proximity to home) and most of the time they seem to be behind, short staffed, running about in the back, and inattentive to customers. I've had items missed in my delivery twice, over maybe the last handful of times that I've ordered. This evening I sat on hold with the store location 5x, each time 10-15 minutes and then eventually the line disconnects. Add to it that their hold message jokes about THE HOLD BUTTON(allows people to call in and place an order without getting a busy signal...). Two phone calls to the 'call-in order' line were completely pointless (albeit kind customer service agents) as they claim to not have access to phone orders. But it's also the only other alternative when you call 'Pizza Hut.' #1 for new phone orders, #2 for change/cancel/checking on current order at the store you order from.

Their 'resolution' was giving me the corporate office number. This was after escalating to speak to the customer service supervisor, requesting a credit or refund, and asking for specific contact information at the location I ordered from. I received nothing but a corporate office phone number. I'm personally not a big fan of Pizza Hut, though I'll occasionally settle for their pizza when my son wants their breadsticks and cookie pizza. End point: I'm disappointed in your Stacy Rd location, but more specifically your customer service in Dallas. Customer service agents are meant to be exactly that, and it's apparent that your company has not adequately trained or equipped your customer service agents to handle conflict resolution. Grant them greater autonomy to resolve 'small' issues in their role, that they should already be handling as customer service agents, ESPECIALLY YOUR SUPERVISORS. Missing a food item from 2 hrs ago that I no longer want because dinner has long been over, is NOT a corporate issue at 10 pm on a Wednesday. And despite our culture's acceptance of funny and sometimes crude commercials/advertisements, it doesn't behoove the image/mission of your franchise to make fun of itself with a man speaking about customers...

If I could leave ZERO stars I would. I ordered pizza and wings and what was said to be a 20 minute wait turned into over an hour and STILL NO PIZZA. I called the location to inquire about my order and the employee (Sean) said that he had knocked on my door 3 different times. Mind you I’m STARVING and WAITING on a pizza ALREADY PAID FOR so why would I just sit and ignore my door...ALSO keep in mind I have a doorbell WITH a light so why would anybody knock...after I informed him of my doorbell he told his manager (Nathaniel) that he had rang the doorbell as well. After stressing that he could not have been at the correct location, I asked the manager to ask him what was the vehicle parked in my driveway...no answer..the manager continued to RUDELY talk over me...the manager asked if I would like the food sent back out...my response was no I wouldn’t feel comfortable making a complaint and then having my food be delivered to me and that I would like a refund...he then told me something about a strict refund policy and basically he couldn’t give me a refund..I said so you mean to tell me I’ve ordered a pizza that’s already paid for, didn’t receive the pizza and you’re not gonna issue me a refund. He refused...while continuing to be very rude. I asked for corporate number..he refused to give it to me. He stated that he didn’t know where it was. I have never experienced this from any Pizza Hut location..I was a very usual customer as I live not far from this location but after this experience I will NEVER order from them again and I encourage anyone else...

I never leave reviews, but yikes. If I could give it 0 stars I would. Ordered a pizza from here. It was not ready in the time the app stated, so there needs to be better updates with that immediately. The staff seemed super unorganized. I could hear the staff in the back saying they were swamped, and all other conversations. The lobby was full of customers who had not yet received their orders. If I had not already paid I would have left. Do not visit this location. It was terrible. I have to hope my order will be correct, but I will probably just take the loss and leave now. The guy behind the register was cool in a stressful situation, but some better management or more staff is needed at this location. I will know next time to drive to a further location. I don't know if this is a new location or an old one that needs to be shut down, but something needs to be done my goodness. Good thing I didn't have anywhere to be except home after a long work shift. I feel bad for the door dash drivers because all of their deliveries were definitely late.

Update: My order supposed to be ready at 7:38 and ended up getting it around 8:30. The only positive thing I have to say is, at least it was hot and correct. The lady who brought out my order was nice and doing the best she could with what she had. But yikes, never again. Or I'll choose the pay in store option so I can just cancel my...