Pizza Hut — Restaurant in Overland Park

Today is my son's birthday, and he enjoys eating fried chicken wings. Accordingly, I visited PizzaHut at 8319 W 135th St, Overland Park, KS 66223 to take advantage of the BOGO wings promotion. Regrettably, an incident occurred during this visit that has left me disappointed and reluctant to order from PizzaHut again.

At approximately 5:10 PM, I interacted with the manager present, referred to as "Lady Chubby," while placing my order. I inquired about the BOGO deal and asked if she could assist with applying it to my purchase. She confirmed she could, and proceeded to enter my order into the POS system. I double-checked whether the BOGO deal was applied; she reassured me twice—both times affirming that I would receive 36 wings for my 18-piece BOGO order. Throughout the process, she confirmed that the promotion was correctly applied.

However, upon receipt, I was given a bag containing only 17 pieces, which is insufficient even for a standard 18-piece order. When I questioned this, Manager Lady Chubby explained that the BOGO deal was only available online, implying it could not be applied in-store. This was very dishonest, as she had previously confirmed the deal during the ordering process. Transparency and honesty are fundamental principles in business, and I believe these should be upheld at all times. Simply put, staff should provide truthful and accurate information upfront when the customers inquire.

Furthermore, the staff engaged in an extended debate without offering a satisfactory resolution. This lack of professionalism and customer service expertise was disappointing. Effective issue resolution is possible if staff demonstrate care and proper training. The BOGO promotion has multiple applications, including online orders and phone-in calls, so the claim that "nothing can be done" was inaccurate.

Due to my dissatisfaction, I requested a refund. The manager stated that company policy prohibits refunds, which I believe to be untrue. After informing her of my intention to escalate the matter to her supervisor and corporate headquarters, she reluctantly processed the refund. When I asked for a refund receipt, she claimed that their new system does not generate one—a claim I find questionable, as most POS systems can print or email transaction receipts.

I strongly believe that respectful, honest communication with customers is essential for positive experiences. While I understand I may not hold sway over corporate policies, I hope that steps will be taken to improve customer service and transparency.

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I placed an order for carryout containing 3 items at 5:20pm, expecting to eat around 6:15. At the time, the wait was 50 to 60 minutes. The driver showed up on time but was missing 2 of the 3 ordered items. As my 3 year old son has a food allergy and could not eat the food that was delivered AND he would lose his mind if he saw his sister eating while he couldn't, I asked her to bring me a fresh pizza when she brought the other items, which I considered to be a reasonable ask. She said she couldn't do that and that I would have to call the store. After throwing the pizza in the trash, as I couldn't serve it, I called the store. The phone rang about 10 times before ringing through to a call center, where I sat on hold for several minutes. The call center rep was understanding and apologetic and reordered my food but said it would be an 80 minute wait. I asked why they couldn't push me ahead in line since I had ordered 90 minutes ago and he said they couldn't because they weren't in the store. He transferred me to another rep who called the store and apparently talked to the store manager, who informed her it would be at least 2 more hours before he got my order out, so they decided to just cancel my order, instead. This is the second time this store has done this. They will NEVER get my business again. I'm off to order from a restaurant that cares about doing their job correctly. Don't order from Pizza Hut, especially this location, if you expect to get the food...

I cannot say enough good things about my experience with this location of Pizza Hutt. I accidentally put the wrong address on my online order and didn't realize it until it was out for delivery. I frantically called the location and explained the situation, the lady who answered the phone was super nice and very understanding. We got the address figured out and pizza was on the way. The delivery man called me to assure the correct address and I couldn't have asked for a nicer person to explain my mistake to. The pizza arrived and I was given a little extra treat because they felt bad that I was so upset and stressed about the situation. I cannot say thank you enough to these kind people and I can only hope the manager or someone sees this and thanks them as well. I was so frantic and they were so kind to me. 15/10 would recommend The pizza and sticks were fresh and...