Pizza Hut — Restaurant in Saint Charles

We have been regular customers of the location on Elm Street for many years and most of the experiences we have had have been good until tonight. We ordered 2 pizzas online at 4:45 and were given 20 minutes until the order would be ready for pickup. I arrived a little early per usual as I would rather wait a couple minutes on the pizza versus having it sit waiting for me. I walked up to the door and it had a sign stating we could only go through the drive thru. As I went around to the drive thru, there were a few cars so no big deal. I made it to the window at about 5:25 so pizzas should've been ready. I was told by the drive thru worker that it would be at least 25-30 minutes longer before our pizzas would be ready even though the app was saying our order was ready for pickup. I asked why that was with no good explanation so I pulled away and proceeded to wait as things can happen. As I'm waiting, I notice the line getting longer and longer and not really moving fast so I get back in line. By the time I reached the window it was now 6:25, a full hour since I had been there last. They looked and looked for our order only to come back to say that they could not find it and would have to remake it. At that point I went ahead and cancelled the order as we were going on close to two hours since the order was placed. The staff offered no explanation or even to refund my order as I had to request that as well. Long and short, do yourself a favor and skip this location and save yourself the hassle and frustration. We will not be returning which is sad but never want to go...

I have to change my 5-star review here after recent orders. Yesterday I placed an app order & was told at the window that it would still be 5-10 minutes before it was ready so they asked me to pull in front. Over half an hour later no one had come out. I had to go inside to find out they screwed up my order & had to remake it. It was very hot outside waiting. They could have let me know what was taking so long & they could have offered me a soda since I had to wait. It was 40 minutes when I finally got my stuff & took it home. I should have checked it there because 1 pizza had all of the toppings & most of the slices slid to 1 side of the box. The really frustrating thing is that I'd given them a 20% tip up front when I placed to order....

Not completely understanding why the items posted on the Pizza Hut app are not all available in the physical store itself and for the same prices. I was too hungry to go look elsewhere for dinner, so I spent the additional money. I asked for a square cut Thin n Crispy pizza, but I got a traditional pie cut and not very crispy pizza slices. I asked for Medium Buffalo Boneless Chicken wings with extra Lemon Pepper dry rub on them, but I received an order of partially covered wings and no lemon pepper seasoning. It seemed like the workers were more interested in keeping an eye in the Super Bowl than...