Pizza Hut — Restaurant in San Antonio

There are many pizza selections among which people can select, so you would think establishments would be working hard to maintain customer loyalty, product quality and the overall experience. This particular store really is hit and miss and is part of a grouping of stores owned by the same person. I've also had problems with one of the other stores under this same owner experiencing the same problems, poor quality food and lack of taking responsibility/customer service . I think everyone who rated this establishment is probably accurate. My first order from this particular store was horrible. The order arrived late, the pizza was cold (not warm, COLD) and the "pan crust" appeared to not have been fully cooked as the edges did not rise. The customer service I experienced was worse than I have had in quite some time, just simply trying to find a way we could get the situation resolved. Eventually, one of the regional managers did reach out to me (the same person who said she would help with my previous order, but did not) and this most recent order (today, 25 June 2015), was OUTSTANDING! The food was of exceptional quality and the service was spot on. My thought is that Lackland Air Force Base is a huge delivery pool for Pizza Hut and this location gets overwhelmed at times. For a business, I am sure they make the daily decisions on quantity versus quality. As such, sometimes the quality may suffer. One way around this would be to put in place a stronger/better trained customer service team who would be proactive. If they see a spike in orders, call the customers, let them know their food may be delayed. Offer them a cookie, or breadsticks PROACTIVELY. By the time the customer has to call Plano, Texas, Pizza Hut has really hurt their image and customer loyalty. Overall, I disliked my experience, but if you get good food and good quality from this store - you are lucky! When it happens, it can be very good. I am still waiting for a reply from Pizza Hut's corporate office. As I have learned in my job, if you mess up, take responsibility, make it right and everyone can move on. The Dominos commercials from a few years ago did that where the CEO recognized their crust and sauce were below average. These days, Pizza Hut has serious competition and they need to keep their customer base if profits are...

Ordered through mobile app for contactless curbside pick up. Arrived with 9 minutes remaining on the app and checked in by pressing the “I’m Here” button. Pressed the call option and reached some central office. Told them l was at the restaurant and checking in. App timer counted down to 6 minutes, 3 minutes, and then to your order is ready. After approximately 3 minutes I called the I’m Here phone number again and explained after 9 minutes of the app saying my order was ready I still didn’t have my food. Explained I had called once before so she connected me directly to the store. Explained to the manager what was happening and he said they were short staffed, had construction going on, did I press the “I’m Here “ button, oh yes it’s flashing, give me a few minutes! Finally came out with food and asked if I had already paid, yes I paid online. Just a minute and let me get you to sign the receipt! I haven’t signed a receipt before for contactless pick up and he then explained that because of the high rate of customers challenging the charges at a later date they require a signature! So much for contactless. One item was 2 large pepperoni pizzas, double pepperoni and cheese. One appeared correct but other...

Called, placed an order at 10:05 local, was told 40-50min wait. 11pm rolled around, food still hasn't showed up. Called the number I placed the order with, was told they would transfer me to an "updates" line. The phone range for a bit, gave me a busy signal, then hung up. Called back, same situation, was transferred, then hung up on. I called a third time was transferred to a manager. She told me "it was out for Delivery" at 11:45pm, and it will be here shortly. I told her I was patently waiting and very respectful, I asked her how she could make this right and she offered me "5 dollars off my next purchase", and that was all she was willing to do. I have been handed coupons for that amount. It is currently 11:53 as I am writing this, and still no food. Not very happy about the poor service, long wait time, and lack of willingness to make the customer happy. update, it is 12:21 and still no food. They already charged my card so it looks like I wont be getting this resolved untill tomorrow.

Update, took a little bit, but the store manager ended up calling me and resolving my complaint. Because he was willing to take the time out of his day and speak with me, I will...