Pizza Hut — Restaurant in Rockford Township

I called yesterday night (12/4) around 9:50 close to 10:00, The lady answered the phone and IMMEDIATELY put me on hold to which I have no issue with, what I do have an issue with is the fact that she answered the phone not even 5 mins later and said “please hold”, A good 5 more minutes go by before she takes my order to which the order was a LG stuffed, One half Green peppers, Pepperoni and Black olives and the other half Pepperoni and Jalapeños with a side order of cheese sticks. I pay with card over the phone and request that the driver comes to the SIDE DOOR and not front door and that he/she brings the slip so I can sign off for a tip to which she happily says that’s not a problem and my order will be delivered within 40 mins, 10:50 rolls around and I hear banging on my FRONT door as if it were a police officer and I scramble to the side door as I cannot open the front door in the blistering cold and shout to the driver to come to the side door, I walk up to the driver and without even saying hello the driver looks at me in the eye and says “Hey I’ve been in the food industry for a good couple years and I have to ask, why didn’t you leave a tip”, I was absolutely baffled and disgusted with the fact that he asked me that, I used to work for Pizza Hut as a driver about 3-4 years ago and NEVER in my years employed have I ever asked that to a customer, I kept my composure and told him that he was supposed to bring the merchant slip so I could sign off on a tip but of course he did not have it with him, I say well that sucks I’m sorry and take my food inside and when I opened the box the pizza was completely wrong, one half of my pizza was pepperoni and jalapeño’s but the other half which was intended for my girlfriend was pepperoni, green peppers and jalapeños. The pizza was incredibly soggy and to top it off it ended up making my girlfriend sick at 3am. I am incredibly disgusted with the lack of professionalism and care that should be given working in a fast food industry and will absolutely not be going back to this location, time after time I’ve been let down and disappointed with THIS SPECIFIC LOCATION, Never do I ever have any issues with any other Pizza Hut in Rockford but of course the only one within delivery range is ran by incompetence. 0/10, absolutely do...

This review is strictly for today, 2/14/25. Ordered 2 heart-shaped pizzas for Valentines Day. I ordered on the ap at 7pm, and the promised time was 30 minutes. Arrived after 50 minutes. Was told 10 more minutes. Came back in 10 minutes, where I was stuck in the drive thru, sandwiched between 2 cars, for 15 minutes. Finally, at the window, then i was told there would be a wait. He could not tell me why, what status my order was in, nothing. I went inside where the lobby was full of people waiting. I waited another 15 minutes to get close enough to the counter so I could yell to someone how can I cancel my order. She looked up my order very quickly & said I was order 153 and they were currently working on 144. She canceled my order quickly. While I was waiting, I chatted with the other folks in line. I found that the kid at the drive thru, it was his first day! Many were waiting just as long as I had but had invested so much time, they continued to wait. Door Dashers had no choice but to wait if their customer didn't cancel. Many canceled. One family's order was given to the wrong party. The heaters were filled with abandoned or canceled orders that the manager kept calling out names for. I actually felt super bad for the staff. They were a bit disorganized, but they were all moving, work, trying. Thanks for reading my gripes! The point here is, give yourself plenty of time if you are going to order on Valentines Day! We order from there at least twice a month, but I've never done pick up on Valentines Day, although we have had their heart-shaped pizza delivered in the past. The location is so close that I almost always pick up to avoid the delivery fee & tip. I guess next time I'll stick with delivery & wait in my nice warm house. I have a nice vehicle that does well in the snow. Most of these drivers don't, and I am mindful of that, but the only pizzas I saw flying out were to their delivery drivers. I have worked fast food and retail. I totally understand that things just get crazy sometimes. I hope that the management can come up with a better plan of action when these...

We placed a $100 order for delivery. 2 of the large pizzas we ordered were not the pan crust that we ordered. I called the store and told them..they told me that was not possible and I told them they definately do not have pan crust..I've eaten only pan crust from Pizza Hut my whole life bc I dont like the other kind. After some back and forth with the kid who answered the phone being the middle man between myself and the woman I could hear in the background, they said they would give me a $10 coupon (for $30 worth of pizza). I told them I'd like the pizzas replaced and they finally agreed to replace them. An hour later we still hadn't received them, so I called again only to immediately be placed on hold for 10 minutes until an automated service picked up. Finally got them on the phone to ask for the status of my replacement...put on hold again and then was told doordash had just left with them 5-10 minutes ago. Another hour later still no pizza. Called again and immediately put on hold as soon as they answer. Waited 5 minutes then hung up. Not playing that game. Pizza never came. The way this store is handled is beyond ridiculous. The cheesy breadsticks we ordered were also not fully cooked and the pizza was overcooked. This store will never get my business again. They give Pizza Hut a bad name. ZERO stars if I could. Shame...