Pizza Hut — Restaurant in Mount Airy

I really don't know where to start. First of all, my husband had surgery and hadn't had anything to eat all day. We thought that since it was about 7:00 we would just order a pizza! Even though it's about 20 minutes from my house. Big mistake!!!! As I pulled up to the drive thru I noticed there were two girls, I'm assuming employees that were sitting on the ground smoking. I understand that employees need breaks but it looks extremely unpleasant to see. I picked up my order and drove the 20 minutes home. Once I opened the box of pizza, I noticed the inconsistent slices of pizza that wasn't even cut all the way through! Then it happened! I opened the box of Cinnabon!!!! They were completely raw and runny! They were luke warm but uncooked! So I call the Mount Airy location in which I had ordered from and initially was transferred to the call center. I explained my situation and the guy informed me he was only the call center but he'd transfer me to the store. Instead I was disconnected. So I called back!!! A guy answered, I began to explain my situation and halfway through it I was disconnected again. So I kept calling around 8 more times until someone answered. A different guy answered and he said he would inform the cook about my complaint. He told me to hold on a second and I could hear him as he sat the phone on the counter. Then I was hung up on. So at this point, I'm outraged by the lack of customer service I was receiving. Once at the restaurant, I go to the door and they're locked!!! A note on the door stated that the dinning room was closed! I looked around and noticed that my only means of communicating with someone in this establishment would be to get in line at the drive thru! Because they just weren't answering my calls. Once I was able to interact with someone, I was told that they were short staffed and that I was never hung up on. He told me it would be 10 minutes and I would receive a new Cinnabon order. I told him the pizza issue so he offered me a complete refund. I was thankful for that being that I'm now 2 hours invested in what was supposed to be a quick meal! I just hope that nobody else has to endure this type...

Placed order through app. Started trying to call store when order was 20 minutes late. Automated system said delivery had already been made and to stay on line if I needed further assistance. I spoke with someone in a call center who told me that he could not help me since the app was placed through the app, and he would transfer me back to the local store. It rang until the system hung up on me. I tried again and it rang until it put me through to the call center, I explained the problem again, he transferred me, it rang until the system hung up on me again. Driver, not even a Pizza Hut delivery driver, but a Door Dash delivery person (someone else was driving her around and she wasn’t wearing anything that identified her as a Pizza Hut employee), showed up 45 minutes after pizza was due. When it arrived the order was cold. I called her back to the house and asked her how long it had been out of the warmer/insulated bag, she said about 5 minutes out of the warmer as that’s when they handed it to her, which was quite obviously untrue, since it takes longer than 5 minutes to get to my house from the store. When I tried to pull apart the cheese sticks they had only been cut halfway through and the same for the cinna-stix. No marinara for the cheese sticks.

The last order I made arrived on time and warm, but all the toppings from one side of the pizza had slid to the middle, leaving bare crust...

ORDER #3230929203049001312036633 Placed on September 29 at 9:30 PM

This order was placed far enough in advance due to it being for a birthday party. An additional reason I chose to order in advance with a SPECIFIED pick-up time is that we have several diabetics in our immediate family that take insulin according to time of meals. If this doesn't happen accordingly, things can go VERY wrong. P/u time was for 5:45pm, a large order totaling almost $100 - which may not seem significant to some, but is a lot for us. My husband was in the pick-up line on time - however, when he reached the window - not only were they not "seeing that order", they began scrambling around (which doesn't give a lot of reassurance to your patron). They said "oh, ok, it's there on this other screen", then said they would begin making at that point, which was already almost 20 mins past time of requested p/u. When my husband handed the "manager" the phone - he appeared very agitated/flustered from the beginning. He raised his voice to me when I was asking him for a time frame on when our order would even be ready?! He said my husband would be given the pizzas and out the door withing 10 MINUTES of that conversation. 45 minutes later, my husband shoots me a text saying he was leaving the store and on his way. Seriously? This is almost laughable. Your pizzas are great, but - We. Are. Done. Happy...