Pizza Hut — Restaurant in O'Fallon

I honestly tried to avoid having to leave this review as I've done everything in my power to rectify this situation amicably. However, this store has not been willing or able to do so, so here we are.

Two nights ago, after a very rough day, I ordered 1 2-topping pizza to be delivered to my house. The cost including the delivery charges and my usual generous tip? ... $25.

My pizza never arrives.

I call the store 2 or 3 times and speak to Xavier. First I was told the pizza was delivered. It was not. Then when I asked for my money back, their system wouldn't allow him to refund me. I was told the general manager would be in the next day and to call then. No, I asked for him to have them please contact me to rectify the situation. You know, basic customer service.

No one ever called.

The next day, today, I called again and spoke to Terri. I kept calm and explained the situation. I was told to call tomorrow to speak to the general manager. No. Why do I have to do all the legwork here??? This is ridiculous. I am simply asking for THEM to rectify this. Relay whatever you have to relay to whoever you have to relay it to and THEY can reach out to ME once it's handled. I am not going to call there every day chasing my money. It's not a lot I guess but why should I have to put in all this work for a refund on a service I never received? Make it make sense.

Anyway, Terri used language such as "like I said" and went on about how she wasn't there to answer questions about why this happened. Um...I was calm, kind, but firm. I do not want to do the legwork on this. I also didn't want to leave a negative review. I usually save that for gross behavior but I guess this is where we are now. Also, it is an FTC violation to take money for a service and not provide that service. So, If I'm going to be upset about this, I guess we all are.

In the future, simply getting my order number, contact information, and getting with you manager on how to fix this would have been the customer service minded way to handle this. Maybe you all will learn but somehow I doubt it.

Have the day you...

I wish I could give this place zero stars, my wife and group of friends ordered a dinner box from here last night, we ordered it around 8pm 2 hours before they close the store. We were at our apartments swimming pool located directly behind the main office signs point in the direction for the pool. The instructions when ordered online Specified we were at the pool, we know sometimes it’s a bit irritating to find addresses and I was a driver when I was younger, I planned on tipping the driver nicely on top of what my friends added into the online order. An hour went by and we called the store, the driver apparently “came to the pool asked some people outside of it if they ordered pizza but left back to the store because he couldn’t find us and his phone was dead so he couldn’t call us” That was completely fine we understood we said we would wait for him to come back and gave even more specific instructions, another hour goes by and we decided to just call the store to tell them we would rather we just come and pick it up because no one had shown up. The manager on duty we were given the name “kalup” told my wife with the biggest attitude that “she waited to call the store back when they were closing” so she then asked if she could just come and pick up the pizza or if they would just give us the money back, the manager said he wouldn’t give us an entire dinner box for free but he would give a $10 discount on the 2 hour old pizza the manager also told her “I don’t give a f*k have a nice day and hung up” I can’t wait to find out who the actual manager that was on duty that night is or whoever spoke that way with my friends and my wife. If you order pizza from here, expect to wait a couple hours if you have it delivered. Like I...

The three stars are dedicated to the food which was decent, but if I was rating customer service, yesterday's service deserves zero stars. I telephoned my carry-out order which was taken by a polite young man who apologized because he needed to ring up my three pizzas as three separate orders. However, when I arrived thirty minutes later, only one pizza was ready and the other two had 11 and 12 minutes remaining. The gentleman at the cash register informed me, "Because of how you put in your order, other pizzas got in between so we're still waiting on the other two." I'm still unsure of how he imagined I put the order into the computer or even verbally gave the order in a way to place fault at my feet. I had company waiting at home, but I had no choice but to wait so I did so patiently. I give the service zero stars not only because of the inconvenience, but I was told that the mishap was my fault, and I was not offered an apology. I was not offered so much as a coupon for a future order. I can't help but think of customer service of yester years. Yester year's customer service would probably have not even charged for the third pizza considering he had to take the time to ring up each one separately. At the very least, a half-hearted apology would have...