Pizza Hut — Restaurant in Raleigh

The manager was super rude. I waited 2 over 2 hours for my food. When time started to approach 2 hrs15 min being that according to the app tracker i was suppose to have my food 30 min ago. 30 min prior to me calling is when the tracker stated my food was on delivery. I call because i stay 6 min away and thought maybe the driver was lost. So my food wouldnt be cold i requested to have the food remade and i will pick it up in store just please refund me the delivery FEE. The manager got mad and said o you not getting anything for FREE maybe half off but not for FREE. We went back and forth about what i said about the refunding of the tip he hunged up and the store would not answer my call at all when i call back. When the driver finally contacted me she stated her tire ran out of air and she had 6 other orders. I understand that its busy but i have work delivery before and out of courtesy regardless the customer should be informed. Furthermore i call the first time after a hour and ask was they busy and if its going to be another hour i will pick it up but they insured me that it wouldnt. When i got my food from the driver the pizza was not cut i have pictures to prove it. The point is i am delivery driver. I know things are hectic with this virus. I didnt mind going to pick the food up after i waited over two hours but when i call and ask something simple as refund my delivery fee and please remake me fresh food i dont think the manager should hang up and get mad because he misunderstood and thought i said i wanted my delivery for free. Im sure all lines are recorded and you guys should go listen to him. Than he gave me no option and just scream its refunded its refunded i refunded your whole order and hunged up. In the mist of me waiting two hours, Recieving a uncut pizza that i had to cut, Cold food something i didnt want that i ask to be remade and i will pick up at cary out. I still tipped and was very polite to the driver because the issue came from the manager so no i will never recommend this pizza...

Tonight instead of cooking I decided to order pizza. Everything was fine with the deliver , the delivery driver was unable to find my door and called me to get help. He was very kind and professional. Once I had eaten one piece and moved on to another I noticed what I thought was a burnt piece of bacon but upon closer inspection I realized it was a FLY! A fly had been cooked into the pizza ( burnt to a crisp) and I was only one bite away from eating it! I called the store and was transferred to what I can only assume was a call center and once the gentleman answered I could barely hear him I explained the issue to which he told me " I never heard of that before" ....... I asked only to be refunded for my pizza and he stated I could have another made which I did not want. I was put on hold for 15 minutes , long enough for me to get in the car and drive to the store with the pizza still on my plate (I was still on hold). I showed the slice to the gentleman at the counter and told him exactly what had happened and showed him that I was still on hold. He stated he could only refund me for the item so I got $12 back for my troubles.

Firstly, I will not be returning to this store EVER! Nor would I recommend anyone eat here. What could've been such an easy fix of refunding me for my order turned into me being put on hold and basically spoken to like I was trying to get a free meal. The customer service in the experience was AWFUL! Thank you to the gentleman at the store who helped refund my money back and to the kind delivery driver. And to the lady behind the counter who rolled her eyes when I handed my fly slice back I hope you never have bugs in your food and get treated in the matter I got...

Replace the staff at this location

Placed an order online for curbside delivery, waited an appropriate amount of time for the food to be prepared and then drove to the location to have my order brought out. Called the notification number to let the staff know that I was at their location and ready to receive my order. NO ONE answered the phone! I called the number three more times choosing all of the options to see if someone would answer. NO! Assuming they had heavy walk-in traffic I waited... After 20 MINUTES I had had enough, masked up and walked over to the storefront and there was NOT A SINGLE CUSTOMER IN THE STORE!! I went inside and could hear two phones ringing consistently, no one bothering to answer either one. A clerk came from the back and asked if he could take my order, all the while the phone next to him was ringing. I told him I had placed an order online for curbside pick-up and that NO ONE answered the call I placed to let them know I was here for my order and that I had been trying to get through for 20 minutes! He acted like I had just come down from Mars and couldn't understand a word I said. I repeated the information and he finally asked the name on my order. After tinkering on the computer for a couple of minutes, he walked away into the back area and appeared to be on a search for my order. Mind you, BOTH phones were still ringing during all of this time. A second staff member was called in and eventually found my order in the warmer (What a SURPRISE!) and handed it to me without the slightest comment, excuse, apology,... anything! If this is the type of "service" I can expect from this location in the future I can assure you I won't be...