Pizza Hut — Restaurant in Odessa

Horrible customer service starting with the girl who initially took the order all the way to the manager on duty, Matthew. I called from SD to order delivery for my boyfriend who was working in Odessa that day. He worked 14 hrs without eating and was looking forward to getting some food and sleep. I called in an order for delivery to the Super 8 where he was staying. I gave them his room number, his credit card number, and his cell number when I ordered. They explained it would take about 55 minutes. After an hour he called to see what the ETA on delivery was. The girl who answered the phone told him it was for pick up. My boyfriend patched me in on the call and I asked to speak with the manager. I explained to the manager the situation and he said the driver tried to deliver the food but nobody answered the door. When asked why she didn't call his cell, he said she did but there was no answer. He did leave the room briefly but had his phone with him and no call was made from the driver (all cells have caller ID now). Matthew then said the food was being sent back out. Half hour later the woman at the front desk of the super 8 called Pizza hut to see when it would be delivered, she was told it was on its way. Another half hour (now 2 hrs into this) goes by and the woman at the front desk calls Pizza hut again and they tell her they never had an order under my boyfriend's name. I call Pizza hut again and ask to speak to the manager, get put on hold for 5 minutes, hang up and call again, again put on hold. The third time I call (it's now almost closing time) Matthew picks up and I explain to him that this is ridiculous, I record all my phone calls and will be taking it all to corporate (franchise owner if it's a franchise). He reassures me the food is on it's way and he will not be charging the credit card. It's now 11:30 pm (this began at 8:45 pm) and my boyfriend gets a call asking what room he's in, apparently the sleep inn doesn't have a room 118 ( my boyfriend's in the super 8). What hotel did they try to deliver to at 9:30 when the delivery driver supposedly tried to deliver? Now almost 3 hrs into this his food finally arrives ... Cold and dried out. Unfortunately this one bad experience makes Domino's look so much more appealing. Thanks Pizza hut for putting to rest who has better service. Tomorrow I'll order him Domino's and he'll be eating dinner...

I’ve been a regular customer at this Pizza Hut location, but after today, never coming back. I placed an order for a jalapeño pepperoni pizza and instead of being baked into the pizza, the jalapeños were just tossed on raw after the fact. It completely ruined the texture and taste. I called the store and was initially told they would replace it. Fair enough — mistakes happen. But when I tried calling back to confirm a replacement, no one was answering the phone. After multiple attempts, I decided to just go up there myself. When I arrived, I was met by extremely unprofessional employees who were casually saying “bro”. I asked to speak to a manager, hoping for some resolution, but instead, I was met with more disrespect and a flat-out refusal to replace the pizza — even though one of their own employees had already offered to do so over the phone. I’ve let plenty of mistakes slide in the past and never complained, but this time I felt I was completely within reason to ask for a remake. I spent my money and got a poorly made pizza and attitude in return. Pizza Hut really needs to train their staff on customer service and basic professionalism. Very disappointing experience. I'm glad I went in person because the place is also filthy just confirmation I don't need to be ordering...

As in the past problems with our last visit were completely avoidable. We understand that at times it can get busy and a shortage of employees can take longer time. However communication goes a long way. Our order was placed on line with an expected wait of 15-20 minutes. I added a tip to the total for curbside pick up. We notified our arrival as instructed and after a 15 minute wait we still had not been served. We called only to be put on hold for an additional 5 minutes only to be told it was still in the oven. Order was placed @ 4:40 and we left the parking lot at 5:25. Someone could have told us the wait would be longer we would have been fine with that but 6 vehicles came and left after we arrived and sat waiting. After getting home we find our order was wrong. The pizza was fine but the wings were mixed up and cold, the breadsticks were missing a corner and no sauce was included. The person on the phone never apologized for the wait only that it would be out soon. The past year has made an impact on several businesses but some have actually stepped up I hate to say that we will not be using this location...