Pizza Hut — Restaurant in New Berlin

SUPER FUN HAPPY UPDATE: Had seen the "sorry for disappointing you, please email" response after others had bad service, so before this review, we contacted them... And got an "oops sorry" reply, with no offer to refund or replace - so take note, they don't even care about the horrible service/food UNLESS YOU COMPLAIN PUBLICLY. Which is awful - nor should you accept their offer, unless you want a pizza someone might have defiled to get back at you (I really wouldn't doubt it considering the attitudes of employees I have dealt with). Seems like several people have posted negative reviews, so several suspiciously positive ones showed up to counter - I work for a similarly large place in the area, and if you check our reviews, many positive reviews were posted by employees I personally know, so that is indeed a thing.

This place is garbage. Was fine until a few months ago, then the quality went down but I figured maybe it was temporary, although in the last 2 months once they were closed at 7 PM, and another time they were out of pizza crusts. Then I received literally the crappiest pizzas I have ever seen outside of grade school. One pizza had cheese on about half of it, but almost no sauce. I also got THIS monstrosity, which I still can't believe someone had the balls to think was a reasonable looking pizza someone should pay for. I've never once complained to a pizza place, ever, yet had my mom get ahold of them for this. The manager said she was grateful for letting her know, and the problem was the store only had temp management. Which I get - BUT they didn't offer to replace it or anything. What the Hell? I dropped 20 bucks on this slop, plus 5 as a tip, and they can't see how maybe they should offer a free replacement or anything? Ridiculous and terrible, terrible service. Like I said, place used to be fine, then went downhill, then got to this point. I beg you, order from anywhere else, or carryout from a different pizza Hut. Or at the very least, check your order before the driver leaves. Worst...

I WISH I COULD GIVE this location 0 stars. I ordered a big box pizza on August 12th at 9:56 pm I received a confirmation email that it would be ready at 10:15 pm August 12th. I get to the location, it is CLOSED. I go back the next day on my way home from work (around 9:30pm/10:00pm). Ask about why I was given a confirmation email if the location was closed and if I could get a refund or canceled (it was still pending on my end). I was told yes the location closed at 10:00pm but there is nothing we can do for an online order you have to dispute it with your bank. So I asked if I could call corporate to see if they could help due to the fact this was on a Friday night so the bank was closed and I worked during bank hours on Saturday so I couldn't even talk to a bank until Monday. They responded yeah sure you can try it and they started to walk away and I asked for the number and bid them a good night. I came home immediately called corporate to ask what they can do or if the best course of action was to dispute with the bank. They took a report and said I would hear back within 3-4 days which I assumed was 3-4 week days well it has been 6 days. A dispute with the bank was put in, and is currently being processed, but by the time the bank could be contacted the pending charge had gone through and was no longer pending, so Pizza Hut took the money even though I never got my food. I also did the survey I was sent from Pizza Hut after the order and requested a reply and was told someone would be in contact shortly well that was 9 days ago...

EDIT:

The manager of this location called today and was very apologetic. He explained some of the struggles they've been facing and went on to let me know how they're working on resolving them. He credited my order and was very respectful of hearing what I had to say. I'm willing to give them another try and hopefully things pick up to the way they had been before. I definitely appreciate the call and the humble attitude of the manager when talking to me.

Original review:

What happened to this location??? This location used to be great, or at least very adequate, til maybe a year or 18 months ago. Prices took a massive hike, service is lousy, food is poorly made VERY much skimping on toppings and sauce, even if you pay for extra. Tonight's food was the final straw for writing this bad review because I kept hoping they would improve but they haven't. The food was almost an hour late, and COLD, and to boot the restaurant hung up on me TWICE when I called looking for an update. I ended up ordering from somewhere else since I thought the food was simply never going to arrive and I was unable to get hold of the restaurant, and then the cold food suddenly showed up. I am going to attempt a refund from them and if I am not able to, I will file a transaction dispute with the bank. Really disappointed because this had been our go-to local pizza for years and this is just...