Pizza Hut — Restaurant in San Antonio

Pizza Hut and their app including their systems have erased my orders from the previous year. I had an order that was made incorrectly and I called directly to the store and the manager I spoke with stated I could come or call anytime and it would be remade.

I went to have my order remade to be indemnified. I called and spoke with a female on the phone, I was advised that my order is not in their system. There is only one order and no previous orders. I opened my Pizza Hut App and nothing as it is a new year (this was a surprise). Well, surprise Pizza Hut my bank statement shows I ordered $96.81 Dec 21, 2024. It is currently February 2, 2025.

It would be during this call that I was placed on hold. I held on as I was taught to be patient. Once I was on hold for 8 minutes. I began to get ready, I mean hey I have to go pick it up anyway. I get dressed, grab my keys, and head out the door. I am still on hold during this time. I drive over there with no music other than the three songs that repeat while you're on hold. I pull up to the restaurant, I am still on hold. In fact once I walked in the store, I was hung up on.

A male employee who is cutting some breadsticks once he was done asked if I had an order? I stated no, I would like to speak to the manager. He went to go speak to a female who came to ask about my order. I stated I was their for a remake.

I was asked if I knew who I spoke to since no order could be found. I said it was a Hispanic male. I showed her my bank statement of the transaction in question. That was not enough to have it remade. Surprise Pizza Hut Systems and App, my email also records these transactions. I showed the order that was emailed to me. The female employee stated they can not remake the order since they don't know who said they would remake it nor do they have it in their system despite showing I made a transaction at this location and the pizza to be remade and that I in fact paid for this order.

I was stonewalled at this point, but the female manager walks off and try's to hand me someone else's left over order of a tavern pizza. I said no that is not what I ordered. This is where the female employee became disrespectful.

I stated ma'am it is within your fiduciary duty to fulfill and honor the pizza remake. Her response was I don't know who told you that they would remake it and since I didn't hear it I am not going to remake it. I advised her the male Hispanic manager I spoke with is an agent of this organization and as the agent made a verbal contractual agreement she is dishonoring the contract. She stated that there is no agreement that she needs to honor because she didn't make it. I attempted to break it down for her on a more basic level, but to no avail. I asked for the female employee her name and she said "My name is Manager." I advised the manager rest assured it is Sunday February 2, 2025 at 7:19 p.m. and the camera has documented my arrival and departure, but most of all it was you who I spoke to.

It is highly evident that this female employee who is limited on policy and procedures of an agents ability to create a verbal contractual agreement eludes her, but yet is a manager? It was at this point I realized my words have fallen on deaf ears. I reached out to corporate office and to reinforce this issue I am writing this review.

Issue to consider: Unethical practices: Manager failed to wear an name tag. Manager failed to disclose their name. Employees would not disclose the managers name.

Lack of professionalism: The unfriendly demeanor, appearance, dirty floors, no one at the front, on hold for over 19 minutes, and lacks basic courtesy skills and customer service (had she looked in my profile she would see I had a free medium pizza, but I digress.

It is highly plausible this establishment is being run like a high school and that is one toxic environment. I would highly recommend you hire a Risk Management Specialist to identify and rectify assets that will no doubt cause liability and injury as this is what has transpired...

Worst experience ever. Placed an order over the phone at 705 for pick up. Made to the location waited 20mins in the drive thru line. Made it to the window the employee adviced that the order had been cancelled I stated we just placed the order 40mins ago how was it cancelled. He advised that was an earlier order that my daughter called and cancelled after they advised how long the delivery was going to take. The employee then started he couldnt find a second order for today. He then asked me to wait as he gets his manager to come over. The manager came over stated that I must have placed the order at another location further down the road. Said ok how long is the wait at this location if i place now. He stated an additional 20mins for takeout orders. I advised that we called the same location that was called earlier to place the order that was cancelled. Asked the manager was he sure I've alrdy been waiting 45mins. I drove an additional 15mins to the other locations to be advised that there was no order there as well. Went back to the original location that I new my order had been placed at. Went into the location asked to speak w manager. It was now 810pm. Manager came over asked how he could help. I advised what happened he then stated ok he replaced the order then stated it will be pushed to the front and will be ready within 15/20mins. I looked at the receipt it was for the order my daughter cancelled from earlier. He stated ok what was ur order. Advised we ordered 6bone in buffalo burning wing and 8 bone out buffalo mild. Stated ok he would get that right out. My family and I waited an additional 30mins now 845pm went back to ask how much longer my order was going to take. The lady advised me my order # was 479 and that they were on 447. I stated thats still over 20 orders ahead. Advised to cancel my order and my family and I left. Went next door and just got golden chick. Poor customer service original order was called in at 705 and after almost a 2 hour wait I had to cancel and go somewhere to eat. Never offered a drink while we wait. Felt as if they dont care about there customers. Employee some just walking no one asking the customers that were waiting on orders that they had placed online or over the phone if anything was needed if they could help or get anything while you wait. Never came back to say I applogize the wait would be longer. I took pictures of food just piled up on...

A few weeks ago I placed an order online for my husband to pick up on his way home. When he arrived home I noticed he was carrying a big dinner box. This was not what I had order. I immediately called Pizza Hut to try and resolve the issue, but was connected to the call center and told someone one from Potranco location would get in touch with me. After not receiving a call back within 30-45 minutes I called back to the call center. The representative at the call center said she would now transfer me to the store since a call back was already offered. I was then transferred to the location; however, after no one answered after about 30 minutes or so I hung up. The following morning I called back to the call center and asked to be transferred to the store. Dominick (GM) answered the called. I explained to him what had happen which then he questioned me about why my husband didn't bring the pizza back and what do I want him to do about it and so on. Long story short after getting absolutely no where with him I asked to speak with his boss Donna (DM). I spoke to her and when over the entire story again. She apologized and said that she would be applying a credit to my account (number). Tonight I went to place an order only to find out that there was NO CREDIT. It is truly upsetting that I had to go all the way up to the district manager for an issue that should have been resolved at the store level, and after going up to the district manager the problem is still...