Pizza Hut — Restaurant in Saddle Brook

I’ve had bad pizza experiences before, but this was on a whole new level of disgusting, incompetent, and completely disrespectful. Do yourself a favor and stay as far away from this Pizza Hut as humanly possible. Here’s how it went down:

I ordered online, like most sane people do these days. The app told me the pizza would be ready in 15 minutes. Fine. Great. I show up, ready to grab my pizza, and the app then says it’s ready. But guess what? NO ONE came to bring it out to me. I chose contactless curbside pickup because I didn’t want to deal with the mess of going inside, but it’s like they don’t even know what “contactless” means. I waited… and waited… and waited. I checked the app again, and nothing. No pizza. No staff. Absolutely no communication.

So, after standing in the cold, I finally went into the store. There were TWO people working (if you could even call them “working” at that point). The place was a ghost town. No manager. No one to help. Just two employees, one of whom apparently didn’t have a clue what was going on. After asking about my order, the guy behind the counter casually told me he’d “messed up” and that I’d have to wait 7 more minutes. Okay, fine. I’ve got time, right? WRONG. It ended up being 30 minutes. And to make matters worse, they didn’t even offer an apology, a discount, or anything resembling customer service.

Finally, after what felt like a lifetime of waiting for absolutely nothing, I get my pizza. And when I opened the box… oh my God. It was completely burnt, like they threw it in the oven and just forgot about it for an hour. The cheese? Hardly any. The crust? Like chewing on a piece of cardboard. If I wanted a dry, flavorless hunk of bread, I would have gone to the store and bought a loaf of Wonder Bread. This was a joke.

I didn’t even bother calling to complain because based on the level of incompetence I witnessed, I doubt anyone would care. There was no manager in sight, no one offering to make things right, and no refund for the disgrace of a meal I just endured.

I would rather eat from a dumpster than have another bite of this garbage. Pizza Hut should be ashamed to serve this kind of trash and charge money for it. If you value your taste buds, your time, and your sanity, do yourself a favor and NEVER order from this location. It’s not just bad—it's a full-on disaster....

So while my family and I general love Pizza Huts food and so I don't hold them responsible for one individuals poor customer service, that one incompetent employee will cost them long time customers. I placed an order online as I have done many times in the past and the total for the order was $19.76. Shortly afterwards I received a call from a gentleman at the Saddle Brook NJ location ( On Market St) by the name of James who wanted to confirm my order and information. He stated I'd placed an order for $35 and some change which I told him was incorrect and gave him the exact amount of the order I'd placed online. Well while James apologized he did NOTHING to resolve the issue so I asked for the order to be cancelled and the charge refunded in which case he told me it would take 2-3 business and I hung up. I decided to call back to speak with a manager which I was surprised to be placed back on the phone with James. I express my need to speak to his supervisor which of course he said was not available and would not be available until Monday and would not give me the information. While going back and forth with James I get a knock at my door and who is it but Pizza Huts Delivery Man! AND he presents me with a receipt for $19.76 which is the same amount that I told James my card would be charged online. In the end James, instead of trying to resolve the problem chose to provide terrible customer service by arguing with the customer and not making an attempt to resolve what was very clearly an error. So thanks to James, myself and my family will be ordering from Dominos going forward!!! Great job Pizza Hut on hiring an employee who clearly lacks in the area of problem resolution and empathy which is greatly needed in the Customer Service industry and this is coming from previous management experience in the Customer Service Industry for a highly known and recognized Cable, Phone and Internet Provider in addition to other very profitable organizations for nearly 20 years. Customer Service is key, hopefully Pizza Hut will invest in some basic Customer Service training for this gentleman before he costs you most customers. Dominos...

I am writing to inform you about an incident at your Pizza Hut location at 536 Market Street, Saddlebrook New Jersey on February 24, 2024.

I ordered $40 worth of food at 3:43 PM online. I submitted my pick up time at 4:15 PM. I showed up at 4 PM and was unable to pay online. I was told by DANIEL there are occasional glitches on the app, so I paid in person. I was then told I would have to wait due to some kitchen problem I didn't understand.

Well, I waited, and waited, and waited. The restaurant was empty and the only person waiting before me finally left.

DANIEL continually apologized and I finally sat down in the desolate restaurant.

At 4:30, 45 minutes later from my initial order, a 30 minute wait, and 15 minutes past my promised time, I was given my cold pizza and petrified wings. I asked DANIEL "surely you'll throw in bread sticks for the inconvenience." (Personally, I don't care for the breadsticks,) but surely I was deserved something for my inconvenience.

DANIEL empathetically said he couldn't and brought out the manager. I explained I waited 15 extra minutes past my pick up time for pizza that was now cold, and unfresh wings. She made some excuse I couldn't understand because of her mumbling, and she wasn't articulate. All I could say was "and that's my problem why?" I asked her name. She said "CESHA". I can describe she was a short, chubby, light skinned African American.

On your website you have pick up times. I SPECIFICALLY put 30 minutes later to ensure satisfaction. I was not satisfied having to reheat my food and NOT being compensated for mistake on behalf of PIZZA HUT NOR by the Pizza Hut manager. She displayed an air of an "oh well attitude."

Throughout the inconvenience, DANIEL continued to smile at me, and was more than pleasant, and subliminally empathetic. If not for DANIEL'S behavior, this letter would have been more ascerbic.

I've tried this location several times, and there always seems to be a problem. This is the closest Pizza Hut to me otherwise I would definitely travel to another location.

Please resolve this and I look forward to hearing from you about...