Pizza Hut — Restaurant in Newport Beach

This is an update to a former review of mine (see: Barranca Pkwy Pizza Hut location), where I had a far worse experience than I had at this store. Their customer relations contacted me and offered to pass along information to the higher ups in order to see change in the operations of these stores.

Complaints I had: the Jamboree store wouldn't honor website deals, even when they should have (according to the customer relations woman). The managers of both Barranca and Jamboree stores acted like I was inconveniencing them. The Barranca location wouldn't answer their phones during business hours (ringing for 10+ minutes straight) because, as it turns out when I had to go in person to make an order, they were blaring music. My final complaint was that the website and app no longer allow you to choose "no flavoring on crust".

As a result of my complaints, the corporate person I spoke to offered to have the Orange County PH Manager speak to the store managers and get these issues resolved, as well as offered to pass along my complaint to the department that handles the website/app development in order to fix the crust options. Finally, I was given a $15 credit to my account to give them another shot.

I gave the Jamboree location another shot. Placed an order online, received my order without issue, and it was good. The delivery guy was a bit late, so the store actually gave me a coupon for a free large pizza to use later (if this was because I was given a credit and the order was late, or a new thing they do whenever they are late now, I don't know).

I wanted to wait to write up this review until I used the coupon to see how that went (placed a carryout order which my hubby picked up). Everything was properly ordered, cooked, and fine.

So, I am updating this review to 4 stars (the only reason I am not doing 5 stars is that they are still quite pricey, plus their delivery/service fees are pretty high). If you ordered from them in the past and had poor service, it might be worth it to...

I went to this location several times over the last year and it was good at first. But lately they've gone downhill. The last time I ordered a pizza here I walked inside in person and even though the doorbell rang nobody came to the front desk for at least 10 minutes to ask me what I needed meanwhile my pizza is getting cold. Today I put my order in at 12:30 and I got an email telling me it'll be ready at 12:50. I show up at 12:50 on the dot and the door is locked. The woman answers the door and tells me that they're not open till 1:00 and that they have to remake my pizza because it was stuck to the pan. Which concerns me that it stuck to the pan because it implies someone's making it that is inexperienced. I'm on my lunch break and I don't have time to wait around outside the parking lot for 10 MORE minutes for her to open the door for me and have to remake my pizza. So I told her to cancel my order and that their times are wrong. Google says 10:00 a.m., their front door says 11:30 a.m., their website said 12:30 p.m. and then she told me they're not open till 1:00pm. She told me she set up the order to be for 1:00 p.m. but I didn't get any kind of phone call no one told me the times changed I just had to go ahead and wait around for them to be good and ready to open the door for me. If they would have called me beforehand I would have left on my lunch break at a different time to accommodate their time issues. But I got nothing.I will never go back to...

Had people working at my house Christmas Eve Day and ordered pizza for them online then left to run some errands. I am not technologically incompetent so when I received a call an hour later saying that the pizzas were still at the store awaiting pickup, I almost blew a fuse. As I drove to the place to pick up my hour and a half old pizza, I internally fumed about how a website could not clearly indicate pickup or delivery--which I admit I should have reviewed a bit better at the order summary phase.

As I walked into the store trying my best not to lash out at the people working because part of me understood they were just following the instructions given, I gave them my name. I was informed that because the pizzas were old, they had taken it upon themselves to make two fresh ones that would be out of the oven in a minute.

Great customer service. I was so impressed with their desire to provide a fresh product that my internal angry dialogue immediately switched to gratitude. Not sure if it's company policy or if this location has quality people working there but it doesn't matter, they made my first review go from furious to complimentary. Great job and Happy holidays.

P.S. 3 stars for the website. (Probably the same...