Pizza Hut — Restaurant in Ocoee

The service is terrible and the staff members including the manager on shift tonight by the name of Adam were very unprofessional. I live down the street from the store less than a mile and was told food would be delivered within 45 minutes. To start when I tried to call the store to place my order I was hung up on twice. I finally get through and a nice lady from the store took my order asked for a phone number and also took the payment. An hour and 45 min go by and my children dont have food. I call the store and they tell me they have no order under the phone number given. I told them it had to be a mistake I gave him last 4 of my card and he tells me oh I see a ticket here for the transaction but its voided out nochalantly. I asked well how could that happen and he says oh it was placed with the call center sorry! I tried to explain that wasnt the case because I specifically asked to be transferred to the store so that I could speak to an associate in the store to place the order. The guy on the phone hung up on me! He didnt even apologize! I went to the store asked for a manager who happened to be the man that hung up on me! He didnt even greet me, but calmly and proudly said if you need to make a complaint it can be done online at the pizza hut complaints website and walks away! Im in complete disbelief at this point! A lady walks out by the name of Ashley and asks can she assist me. So I let her know what the problem was and she apologized and asked me if I would like for her to personally make our pizza. At this point I dont want the food but a refund and the names of the employees working that shift. Ashley was hesitant to do give me names but finally gave me a piece of paper with the names since no one wore a name tag! I asked for the voided receipt she said I would have to call corporate for the refund because she didnt have the ticket and the order wasnt showing up in the system but she would see what she could find! Im waiting at the counter and the manager comes back and says you need to leave I have the right to refuse service walks away and picks up the phone. He begins calling the police on me for no apparent reason!! Im waiting in the store for a voided ticket! These people refused to refund me, never showed up with food and refused to give me a copy of a voided ticket for a order that was clearly debited from my bank account! I left the store because I couldn't believe this was actually happening. I was polite and treated like trash and threatened by police for no reason! This is the 2nd bad experience with this store but by far the worse experience I have ever had! I was laughed at by the manager humiliated and taunted. Do not go here! They don't care about there customers and do not need to be in business! I will be sharing this review with several other sites!! Stay away from this pizza hut! 323 West rd Ocoee Fl 34761! Adam Ashley and the...

After ordering the pizza online, we waited over 2 hours and still never heard back or saw a pizza, so I decided to call the store and see if they were backed up or something. I spoke with a call center and they transfered me to the store. I was then on hold for over 10 minutes before the call was either hung up on or dropped.

So instead of waiting for my pizzas to be delivered I drove there (I literally live down the road, so this was not a huge hassle, but I was dealing with entertaining a few hungry 5-8 year Olds and was not happy).

When I arrived, there was a phone ringing in the background (I also kept my phone on and it was still on hold with them), and no staff was at the counter. It took a few minutes before they even asked me what I was there for. I complained about the extremely long service and the fact that I never received a pizza, and the staff member brought me 2 pizzas that looked like they had been sitting there for a long time. I requested a refund and all they did was cancel my order and said it would take 3/5 business days to get the money back. All they said for an apology was that their systems went down (yet they could still access my order on their kiosk and had a printout of my order 🤔) so they were still trying to catch up. They claimed that the manager was not in store and that they would text the manager about the issue

While I left, the phone still had not been answered by anyone in the store and was still ringing. Nobody seemed in a rush to answer it. There was one staff member that I could see in the back that was just standing around doing what appeared to be nothing. I definitely will not order from here...

⭐️ 1 Star (only because I can’t give zero)

On 09/10/25, I visited the Pizza Hut located at 323 West Rd., Ocoee and placed an order for two pepperoni pizzas and cheese sticks. Unfortunately, the experience was unacceptable from start to finish.

When I arrived to pick up my order, I was given breadsticks instead of cheese sticks. I requested that the entire order be remade since the pizzas would be cold by the time the correct item was prepared. After resistance from the staff and the on-duty manager, they finally agreed to redo the order.

However, instead of remaking the full order as promised, they only remade one pizza and gave me the other pizza from the original (already cold) . To make matters worse, the new order still came out wrong — I received one pepperoni pizza and one plain cheese pizza instead of two pepperoni pizzas.

When I requested a refund, the manager “Kenzi” I think is her name initially refused, telling me I would need to return the next day to speak with another manager or the general manager. This was completely unreasonable, as I had already paid, waited twice, and never received the correct food. Only after I insisted and asked her to escalate the issue did she make several calls and eventually process the refund.

While I did receive my money back, the way this situation was handled reflected poor customer service, a lack of accountability, and ineffective management. Customers should be aware of the ongoing issues at this location. Based on my experience, I cannot recommend this Pizza Hut and will not...