Pizza Hut Express — Restaurant in Oshtemo Charter Township

Hard to write this review because I have had good experience in the past. My recent issue resulting in me not getting dinner was due to their website, not necessarily the individual restaurant, though they should have done something.

I received an email from Pizza Hut stating that I had earned a free large anything pizza. So on Sunday April 7th I tried ordering my free pizza using my rewards points, and added a double order of cheesy bread for my family for dinner. When my wife arrived to pick up our order, all they had was the breadsticks and knew nothing about the pizza. My wife explained to them that I had ordered my free pizza on their website, to which they told her they weren't surprised because website issues happen all the time. They told her that there should be a number to call on the email receipt from my order, which there was not.

So while standing in the restaurant, my wife had me on the phone trying to find this number. Eventually I found it on the website and called it. The guy I spoke with was nice, but basically told me there wasn't anything he could do, and that after the phone call I would receive another email with instructions on how to fix. So now that my wife had been waiting about 15 minutes at the restaurant, I got the email and tried going through the steps. Didn't seem to work, so I tried a second time. Still nothing, so as I read down the instructions, it said that it could take 24 hours to correct. Great, so I have to wait 24 hours for my food? Ridiculous. Not only that, but according to the original email, the offer was going to expire the next day.

By this time my wife had been there for almost a half hour. Breadsticks were now cold, and still no pizza. They were kind enough to not charge for the breadsticks, but in the end I had to figure out something else on the fly for our dinner. I work in the restaurant industry, and that is one of the worst things you can ever do, allow a guest to leave hungry or without food.

I immediately sumbitted a complaint on the Pizza Hut website, even gave them the website case number I was given, and the next day when I got the request to fill out a feedback form from my "breadstick order", I did just that. I received a response with an auto apology and a statement that someone would be contacting my within 3 business days. It has now been a full week since then, and not one call or email from anyone. Very poor customer service! I can't believe that their individual stores are not empowered enough to take care of their customers in the moment. Simply acknowledging that there have been several issues with the website, even the website guy admitted the same thing, and not taking care of the customer is poor service. I would have been happy to pay for a pizza and my wife would have waited while they cooked it, but that wasn't even offered.

Prior to this entire situation, we ordered 3 pizzas and a double order of breadsticks, and when we opened the breadstick box there were 2 giant bubbles in the middle that had pushed the cheese to the side. Like half of the cheese sticks didn't have cheese. I personally wouldn't have served it, or made a customer pay for it.

Very...

Edit : I received a full refund , door dash stole my food the dasher lost their job . please be weary!

DO NOT ORDER FOOD FROM HERE IF YOU WANT your FOOD TO BE MISSING! I’ve called 30+ times and nobody has answered. I’m missing food & can’t get...

They really deserve 0 stars. Poor customer service. Very disrespectful employees who play music loud like they work in a club setting. Unprofessional on all levels...