Pizza Hut — Restaurant in San Juan

I am writing to express my deep dissatisfaction with the customer service I received at the Pizza Hut located at 651 N Nebraska St, San Juan, TX 78589 during a recent visit. The issue involved Shift Manager Jose Martinez, whose conduct and judgment were highly unprofessional and unacceptable. Upon entering the store 07/23/2025 approximately 3:10pm, I noticed a sign instructing customers to request a key for restroom use. I approached Mr. Martinez and asked for the key. He told me that I would have to place an order first before he would provide it. I informed him that I fully intended to place an online order through the Pizza Hut app to take advantage of both the active coupons and the 700+ rewards points I’ve accumulated.

Despite explaining this, Mr. Martinez refused to provide the restroom key, walked away to the back of the kitchen, and ignored me completely. I gave him space to assist dine-in customers, assuming he would return to address my request — but he did not. When I approached him again and reiterated that I was planning to place an order and had a pressing need to use the restroom, he continued to deny the key and refused service.

I told him I understood there may be a general policy about restroom access for paying customers, but that as the manager on duty, he had discretion in such cases. Unfortunately, he chose to enforce the policy without empathy or good judgment, demonstrating a lack of professionalism and leadership.

After this hostile exchange, I no longer felt comfortable placing an order. Frankly, I feared that someone who treated me so poorly might retaliate or mishandle my food, and I decided to leave the store without ordering. Additionally, I want to make a constructive suggestion: requiring customers to ask for a restroom key is not, in itself, a guarantee of cleanliness or accountability. It does, however, give staff an opportunity to track usage and inspect the restroom after each visit. Forcing someone to place an order first does nothing to prevent restroom misuse — it simply creates an uncomfortable and often unnecessary barrier, especially for legitimate customers.

I hope this complaint is taken seriously. Mr. Martinez’s conduct warrants coaching at minimum, and the store’s approach to customer service — particularly involving restroom access and manager discretion — needs to be reviewed. I ask that this message be forwarded to the appropriate franchise owner or regional manager and that I receive a response confirming that the issue has...

i usually dont write reviews but yesterday i took my son to this pizza hut location and first off they took a long time to attend us, but then the food was good and the waitress was attentive so i let it slide. Then as im paying the person (which seemed to be the manager) asks me if everything was ok and i said yeah. Then short after he tells me that one of his employees told him that my son took a picture of him and that if that was true. i was like wth!!! I felt harassed by the way he asked like not in a question but affirming it, telling me that my son better erase it because it was illegal to take pictures in there and that he didnt want to get the cops involved! I even asked my son (mind you hes's 13) and he said no, even at that i checked in his pics and deleted pics just to verify but there wasnt a single picture in there about the place. I am never going there again!!! It felt ugly having my son and i treated like we were criminals or something!! The question is what are they trying to hide that they dont want people to take pictures?! Afterall it is a...

would like to share the details of my experiences with the order and how late it was.my order was at least 20-30 minutes late after my order indicated it was ready. I arrived at the store to pickup and the employees stated my order was just about ready. However, I sat and waited while 4-5 other customers arrived and left with their orders. Finally I asked and was informed that one order was forgotten and put in late, so I continued to wait. Again other customers came and went. I moved to see what was going on at the kitchen and 1 finally saw one of my orders coming out. I feel the worker got upset for some reason and didn't put my order in the oven until I was there waiting for 15-20 minutes. I am so upset and disappointed with the experience I had to go "1gh. 1 truly feel like 1 will not ever visit this Y again and I hope the employees didn't include something in my orders that are not appropriate since 1 bought the food for...