Pizza Hut — Restaurant in New Braunfels

I desperately wish I could rate this place a 0.. A couple weeks ago, my family and I came here for dinner. It was maybe 7:00... When we walked in the lights in the dining room were off, Tv's were off, the place looked closed. After not being greeted at the front counter, we made our way to the back of the store where there is a separate location for delivery and carryout. Not even sure if we could, we asked if they still let people dine in. We were told to seat ourselves and someone would be right with us. We did so, in the dark. After several minutes, nobody had come and we had to get up and ask if we could order our drinks. They gave us our drinks in to go cups. After an inexcusable amount of time passed, and we had decided to just pay for our drinks and leave, someone finally came and took our order. When we received our food, what a nightmare. I had ordered a sandwich and it was terrible. The one slice of ham on it, was so overcooked it was crispy, and tasted sour as if it was old and spoiling. The pizza was so under cooked, that it couldn't be picked up and eaten by hand. We vowed after that visit not to return to that location. Well today I mistakenly decided to go there for lunch. When I got there at about 12:15-12:20, the doors were locked. On a Wednesday during lunch. So I called the number on the website to see if they were taking orders, or had closed. The lady I spoke with said they were indeed taking orders, so I placed an order for an individual pasta and an order of que pappas. When I mentioned that the doors were locked they lady paused as if in shock. That's when I found out it was a customer service that placed the orders. She put me on hold to try to contact the store to see what the issue was, and WAS NEVER ABLE TO REACH THE STORE. THEY DIDNT ANSWER HER CALL. So I went to the door and started knocking till I got someone's attention. They finally unlocked the doors and let me in to pay. While waiting for my food, they messed up another ladies pizza, and she had to leave with the wrong pizza, because they'd taken so long making it, she couldn't wait for another pizza to be made. The lady who answered the phones was extremely rude and unprofessional to anyone who dared calling in and placing an order. When told that my order was ready, only half my order was there. They'd forgotten to cook my Que Pappas. I've now been there for almost an hour for something that should have taken 20 minutes. I should have listened to my gut feeling and not gone back. And for now on, I will make sure, I, nor my family ever goes back. I hope something is done to turn this store around. It seriously...

Worst experience I have ever had in all my years being a loyal Pizza Hut customer. We were on vacation with my family in New Braunfels, TX, and decided to order our regular pizza from this chain. Unfortunately to our misfortune, the location that was designated to fulfill our order was this horrible store. After 1 hour of wait (I can swallow that being a Sarturday), the pizza arrived at 10 pm. The family was starving and for the most part the order is good, however, this time neither the driver offered or I asked to review the delivery. Once we opened the pizzas, we immediately noticed that the order was wrong (it was pepperoni instead of vegetarian) and the worst part is that it was burned making it impossible to eat. I still don't understand how someone could had box a pizza that was inedible, this is a serious quality control failure. Pictures were taken and the pizza ended up in the trash. We called the number on the receipt and the phone was answered by a call center. Needless to say, this was a huge waste of time because the only thing they could to amend their mistake was to give us credit for the next order or wait for the store manager to call us back at his/her earliest convenience. I asked to be transferred to the store but after 4 attempts was never able to get in touch with anyone, either because the number was busy, got disconnected, waited for over 5 minutes or the call was routed back to the call center. Called again for the 5th time and a manager answered the call. I explained the issue AGAIN and let him know I was not interested in another pizza (it was 11 pm already) nor in store credit. I asked for the credit to be refunded to my bank account. Joe said the only person who could do it was the district manager, and would have this person call me within 24-48 hours. I want to believe he will do but I may be keeping my hopes too high.

Update: we decided to drive to the store and speak to a manager. Luckily we were able to talk to Arturo De La Rosa. Arturo was extremely apologetic and seemed to care for our inconvenience. We received a...

I don't feel it's unreasonable that, when I order a pizza for delivery, I expect it be delivered at, by or close to the delivery time given. On November 12, 2023 I ordered 1 large pizza, 1 8pc wings and a 2 liter of Dr. Pepper at 4:45pm and was given an ETA of 5:30pm. 20 minutes later I receive a notification that my order is being delivered by a third party, and I should reach out to them for updates on my order. The party in question (Door Dash) did not have a valid number listed for the driver, as I tried the number 6 different times and received a disconnected notification each time. The order did not arrive until 6:30pm. To make matters worse, I did not even get the wings and the pizza was so cold that I had to heat it up in the oven at home. I called Pizza Hut, where they promptly transferred me over to the store where the order originated.... multiple times, as the store never answered. Pizza Hut then had the audacity to email me asking about my experience and wanted to know if I'd like to leave a Google Review. So here is my review. I have absolutely no intention of ordering from pizza hut again and will be sure to let those I associate with know about my experience as well. As for the owner of this location - I've read your responses to other dissatisfied customers that have had subpar experiences with your establishment. DO NOT thank me. I did not write this review for you. You have made it abundantly clear that the reviews left here mean nothing to you. I wrote this review in the hopes that others will read it and look to another establishment for their future pizza needs. I do not care that you are apologetic, disappointed, that you appreciate the feedback or that this wasn't the experience the you wanted for me. If any of that were even marginally true, you wouldn't have the same canned response for every bad...