Pizza Hut — Restaurant in Norfolk

Let me tell you a story about the worst pizza deliveries of all time. It was a dark and rainy night on April 22nd. My lovely wife felt nostalgic and wanted a pizza that reminded her of something personally exciting and fun. A mushroom, banana pepper, and onion pizza. I go into the pizza hut app, use my points to make the order....FREE PIZZA YAY!!!. Get whatcha paid for. I order a few more items to get a big enough total for delivery. Breadsticks with 2 marinara sauces and Cinnabon rolls. Pizza arrives....no mushrooms...I call back to have it delivered, confirmed with lady at store over the phone....pizza arrives....NO MUSHROOMS.....I call back and the lady over the phone tells me that they don't deliver to my address. AFTER 2 PREVIOUS DELIVERIES IN THE SAME NIGHT.....she puts me on hold and tells me that's probably why the order was wrong.........GO AHEAD AND MAKE SENSE OF THAT.....there's no mushrooms on your pizza because we don't deliver to your address that we've delivered 2 wrong pizzas to. So she proceeds to have another sent out to me, confirmed the toppings then tried to charge me for it...I tell her no, you guys are gonna get it to me right.....the attitude and tone of her voice is what sparked this review. The only thing she said with clarity, "oh, you want a supervisor, please hold while I transfer you."

After being on hold for 5 min with no hold music or prompts, I call the store using my wife's phone. A different voice answers, says she's with customer service, a more pleasant voice and personality. I was prepared to be hostile, not anymore. She listened, understood, not confrontational said she was going to have another pizza sent.....that it would be a an hour and a half, but I was ok with that. And so was my wife.

2 hours later.....I'm fighting sleep, my wife is sleep. No pizza

I wake up this morning, mayb they left on doorstep.....no pizza

I go to have some cheese sticks for breakfast. Delicious next day with marinara sauce.

My wife wakes grabs some. "Hey babe, any marinara sauce?"

"Yes hon, there should be another in the box, I requested..........nevermind"

I've been righting this review ever since......

I'm done with this location. I used to order here all the time, gave em a rest for a few months and started papa John's rewards. Figured I'd give em another shot to see if anything changed..........its...

Service was extremely slow... it takes 2 minutes to prep and 7 minutes to cook a pizza hut pizza... at this location it takes more than ten minutes to cut and box my pizza. I had to explain to the staff that they need at least wipe off utensils between pizzas. Hooray to mixing buffalo sauce and traditional marinara.

After I got home (carry out). I found one crust (both garlic) to be soaking wet in garlic butter and the other to have no flavor at all. The soaked one was inedible... the dry one was thinner than thin crust in the middle and rubbery at the crust. You would imagine that a giant pizza joint would be able to do the most important part... you guessed it... the dough.

Now we get to the worst part... the customer service. When I called the store and asked for the corporate office number, I was told the best they could do was a supervisor. I guess they had so many complaints they didn't want corporate to know. While on hold for a supervisor (the manager on duty) for more than 10 minutes I googled the corporate number on my wife's phone. The corporate office never picked up (25 minutes on hold).

As a last resort we took both pizzasback for a refund... let's see how this goes...

Wow... just returned from the store... When I walked in every employee was on their cell phone. I placed the two worst pizzas of my life on the counter and was met by nothing but excuses. It was so and so that messed up... I'm not in charge... I didn't do it... not my problem... that must have been the call center that left you on hold (when I called the store direct)

I just want my money back... is there anything we can do to make it better... Yes, here is my receipt, please give me my money back... Would you like a soda... No i would like my money back... Can we remake it for you... No I want my money back.... Oh by the way now that I'm paying attention... this place looks disgusting. Mop the floor, clean the counter, and wash the dishes.... this place is a wreck.

I WILL NOT...

Called in for delivery spoke to Beth who told me there would be a 30-45 min delivery time and then placed me on hold before I could place my order for about 25 min. I thought that I was forgotten about so I hung up and tried to call back 5 times and each time I called back she would put me automatically on hold with out even saying anything. The sixth time I was able to get through Beth answered only this time she advised there would be a 45 min to an hour delivery time. After explaining to her that I have already been on hold for 25 min and all the times I'd been trying to call back after I was placed on hold to be put on hold again. She was very rude and unprofessional and admitted that she was the one that kept placing me on hold because she had other things to do. I asked to speak to the supervisor and she states that she is the supervisor. I asked her for the number to corporate, she says they don't have a corporate number because they are not a corporation. I asked what is her supervisor name she replies Justin...he won't be in until tomorrow morning. I will definitely be calling him in the morning. This ridiculous to have to go through such horrible customer service. I will never try to order from this location again. Word of advice....if you don't like the job that your doing find one that you do. No one should have to be treated this way because your unhappy. We all have choices so...