Pizza Hut — Restaurant in New Albany

Two recent experieces:

(1 - Saturday March 21, 2020) I placed an online order approximately 11 p.m. . At approximately 11:10 p.m. the app stated the order was out for delivery and would be delivered approximately 11:30 pm. Shortly after midnight, with the order not having been delivered, I attempt to call the store. There is an automated message stating that the store is closed and if you have any concerns to call the next day during regular business hours. So, I had placed the order using the app, paid using a credit card, yet with the order not yet delivered, an hour and ten minutes later I couldn't even speak to somebody at the store. To top it off I had not even received a phone call from anyone to let me know that the pizza was not going to be delivered and why. So, I called Pizza Hut's national customer service line. I spoke to a very helpful representative who recorded the details of the experience and stated that he would make sure it was directed to the District Manager. As of today, Wednesday, four days after the incident, I've not received an email or a phone call from anyone at Pizza Hut following up on the experience. That's terrible customer service. I don't know how this is acceptable to anyone in management at Pizza Hut, but it is certainly unacceptable for customers to be treated this way. If there was an issue delivering the order, a phone call from the driver or store manager - that night - is the least they could do. and you should be able to speak to somebody in the store, regardless of the fact that the store has closed, if you have not received an order that was placed while the store was still open.

(2 - March 1, 2020) After placing order online this Sunday afternoon, spent 20 minutes trying to call the store simply to add a couple of garlic butters. They literally took the phone off the hook and would not pick up the handset so that I could modify the order. I know that's what they did because I could hear the handset being picked up or the call being disconnected through the use of line buttons on the phone. After two or three attempts like this and actually being on hold, they took the phone off the hook -- busy signal. I tried the menu options to change the order repeatedly, at first waiting on hold for approximately five or six minutes before they hung up on me, selected the menu option to place an order which is routed to a call center to see if they could help (they couldn't all they could do was transfer the call to the store. I tried twice. In both instances, busy signal) and finally tried the menu option (3) to discuss a concern about an order. These calls appear to be routed to the store as well, because with the phone off the hook, all I got is a busy signal. I think three stars here is generous. I know it can be challenging and frustrating to work in a pizza place, especially if you're understaffed and super busy, but you should answer the damn phone to see what your customers are calling about at least. Update: I informed the driver of all of this as I was editing this review. It was very nice of the young lady to take some responsibility saying that she would discuss it with the managers when she got back and apologizing for what happened. But it wasn't her fault. I try to always take the time to recognize exceptional service and product quality. I dislike posting negative reviews but this...

The issues began with the order arriving almost 25 minutes past its promised time. I understand that those estimates are not always exact, and I am not usually upset by a late order, as long as my food is hot when it arrives, and at least somewhat fresh.

When the driver did arrive, she was unapologetic, and I would say rude. She approach me, and said, "this is not my fault." Then proceeded to tell me about how many new employees they had, and raised question about their mental capacity.

As she handed me the order, she pointed out that the wings were not in a plastic bag. Again calling the intelligence of the restaurant staff into question, this time punctuating it with profanity.

I didn't see the four sauces I ordered sides of. I asked if sauces were in the boxes, to which she responded, "I don't have a clue, if not just call the store and they'll get you a credit."

Knowing I ordered my wings bare, I said, "Ok, I get to choke this chicken down dry, then!" She continued to talk as she walked away, I can't assume it was professional, based on what I did hear.

Both pizzas looked amazing! But based on the rest of the food, I can't imagine it was as good as it looked.

The two full orders of breadsticks, which I did not order, where rock hard.

The cheese sticks, appeared doughy and the cheese was peeling off the dough.

The wings I ordered bare, were tossed in one of the sauces we requested on the side.

This is all in addition to, none of the sauces I ordered being included with the order.

I took my order back to the restaurant. When I arrived I approached the counter, and stood there for several minutes.

The person, who I eventually interacted with, came on the dining room side of the wall separating it from the kitchen, twice, while I was standing there. I wasn't greeted, or acknowledged, at all.

When this same employee, finished with the customer at the drive thru, he started a conversation with another employee, about the schedule. He made direct eye contact with me, a few times, during this conversation, and I still received no greeting, or acknowledgement.

When he finally did approach me, his greeting was, "Yes".

I stated that I was returning everything that had been delivered, and requested a refund.

I was not offered any probing questions to try and determine the source of my dissatisfaction. I didn't receive an offer to try to make the order right in any way. I didn't even receive an apology.

Instead, I was told, "Oh, I can't process a refund." With no further information following.

Thinking this might be one of the newer staff member, I stated, "Someone can, will you have them come speak to me?"

He then named someone by name, I assume the Restaurant Manager, but I don't remember the name. Stating that they are the only person authorized to process a refund. He offered to keep my receipt, and have this person call me.

I stated I would contact corporate for a refund, left the food and made my exit.

Both employees had no issues, or even the slightest bit of concern with the mistakes made, and treated me as if I Was a burden they had to deal with. The level of customer care, provided in this experience, was appalling. I'm embarrassed for this stores leadership, as...

Hopefully the manager sees this.

I'm sure there's guidelines to follow when making the pizzas (use this much sauce, this much cheese, bake this long, etc)

Please tell your employees to follow those guidelines. I love pizza hut but the pizzas here are so inconsistent I don't even know how to order it. One time it will come perfect, the next few times it came with a ton of cheese and the crust was white instead of golden from being undercooked, so I order extra sauce and add "well done crust" to the instructions and it came burnt and cheese was sliding off every slice from way too much sauce, ordered again without the extra sauce and no instructions and it came perfect, tried it again with no special instructions and it came like it has before with too much cheese and barely any sauce... There's like no in between because they all just use their own judgement so it's like roulette just hoping the one person that makes it like every other pizza hut is working. I ordered pizza yesterday with extra pepperoni and it literally had 11 Pepperonis, white crust, and the crust was like 2 inches in before any sauce or cheese. Ordered the exact same pizza a week ago and it was perfect. I never write reviews but this is the only pizza hut I've ever had this issue with and it's the only one near me and I'd rather leave a review than call in and complain, especially don't want to call in every time a pizza is incorrect.

I know I rambled on here but wanted to address the problem completely so hopefully a manager sees this and fixes the problem. I love pizza hut and order it once or twice a week lately(Sometimes 3 or 4 times because we don't end up eating the ones made incorrectly because they're gross) because we don't want to dine out due to COVID but I'm not going to keep wasting money for pizza that I don't like just for the hope that it's made the way it's supposed to be.

Golden crust. Normal amounts of cheese unless I ask for extra. Consistent amount of sauce. A set amount of Pepperonis. Cook it the full amount of time instead of pulling it out early to go smoke cigarettes by the dumpster.

The employees need to stop going rogue and follow the instructions every other pizza...