Pizza Hut — Restaurant in Saraland

We ordered 3 pizzas online from the Saraland store ($42 plus tip). When the pizza arrived they had given us a sausage pizza instead of cheese, cheese is all my son will eat. I called the Saraland number and spoke to a lady about it and she corrected the order for the cheese pizza and the 2 marinara sauces they left off. Said she was putting that there would be “no cash” to be taken since they messed our order up in the first place and that our order would be about 45 minutes. Then I start getting text messages about 20 minutes later from some DoorDash saying that I should have cash for this order. I text back explaining that this had already been paid for already when originally ordered and that Pizza Hut was correcting their mistake. They said they would have to cancel my order bc it would show their DoorDash account wrong.

So I contacted the store directly again, and by this point it’s been 11/2 hours waiting on food to be delivered. Explained again to this lady and she said she was sorry that there was nothing she could do and that maybe I could get my problem solved if I came up there. I asked if they couldn’t just send a regular driver from their store to deliver what they messed up and she said no! She said they were overwhelmed and couldn’t get my cheese pizza out to me. I asked to speak to a manager, and I heard her call him and he answered back, then she said he was not available!

This is the sorriest excuse for customer service I have ever had with Pizza Hut! I told her that they had lost all my business from now on, as well as, I would let my family and friends know how we were treated. They did NOT try to make this right after we paid for this order and we will NOT be patronizing them anymore after all the money we have spent with them...

Awful.... night management and crew sucks... they make ur food g8ve it to other people accodentally, happened to me and 2 other customers while we all were waiting, and than they remake it and they forget to give it to u... by the time they finally realize ur foods been ready and sitting on the counter its cold... than the manager is right there not paying attention to anything going on right in fromt of her... and her response is well idk.. heres a credit. Credit was nice but it doesnt fix the frequent problem of this location. Or the poor customer service or that the crew working was all new hires that hadnt been trained properly and didnt have a clue of what they were doing and they even stated that to us customers waiting. Why would u have new hires that dont know what they doing work on a Friday night when typically that is a busy night for any pizza joint. Store manager i think u need to reevaluate ur employees and either train ur shift managers and employees properly or get new employees and train them properly before scheduling them to work a friday night that is going to be busy. I shouldnt have to wait an hour for food, and everything else that happened. Thats ridiculous...please fix the issue instead of hushing customers...

Placed an order online and realized that I had an old phone number on my account. Since I knew delivery drivers normally needed to call to make the delivery I tried to call the local store to update my phone number. The first individual I dealt with - who never gave me his name and is the problem - spent over 5 minutes not being able to pull up my account and trying to place a new order for me. After I got upset with him after I kept telling him that I didn't need a new order and needed to change my old order he told me "he was going to enlighten me", called me an a-hole and proceeded to hang up on me. After calling back and being transferred 4 times to see what the status of my order was and try to get resolution someone finally told me a previous person had cancelled my order, although no word on who throughout the process. According to everyone I spoke with this was all due to call center representatives and I never talked to local employees - well if that is how hard it is to get in touch with a local store and make sure they have your correct phone number you shouldn't do business with a...