Pizza Hut — Restaurant in Shaker Heights

Hoping this gets to a person at the Pizza Hut organization that values its customers , cause I certainly don’t want it to fall on deaf ears. On Saturday I had a party for some children and decided to call Pizza Hut to order pizza for the event. I called and got routed to the call center where I placed my order with a Pizza Hut representative for delivery. I was confirmed over the phone that delivery would take 35min and that I could pay when pizza arrived. About 15 min after my order was placed I received a call from the local store (located on 16800 chargin Blvd shaker heights Ohio). Stating that because my order was over $50 I needed to pay in full with a card. I had never heard this before and considering I was having this delivered to a commercial business with multiple units I was reluctant to pay prior to receiving delivery, but store clerk insisted that was the only option so I paid. An hour passes by and I call to check to see why I hadnt received my order and the young lady who answered the phone stated that I was never scheduled for a delivery therefore the pizza would need to be picked up. I explained to her that I requested delivery because I was hosting an event with a bunch of small children and could not pack them all up to go pick up a pizza. I asked her if she could have someone deliver it she refused. Frustrated I then got in contact with a family member that lived near by that was willing to pick the pizza up for me because at this point the kids were starving. I let the lady know I would send someone to pick up the pizza, while on the call she then stated that “Patricia already picked the pizza up” I said I’m Patricia what do you mean Patricia picked the pizza up I haven’t been to your store to pick up a pizza and you just told me it was there waiting for me to pick it up. The lady says I don’t know what to tell you, but someone by the name of Patricia came to pick it up already. I reply well that wasn’t me so either I would need the pizza remade or I would need a refund. She then states they don’t give refunds… so now I have no pizza and a refusal to remake or refund me for the pizza I paid for but was not going to be receiving. I send my fiancé son to the store in hopes to get this matter resolved by speaking to a manager or someone to further understand what transpired and how someone could possibly pick my $51 order up with our being verified. When my fiancé arrived they were advised that the GM gave my pizza to a person who claimed to be Patricia and there was nothing they could do about it. There were signed receipts of other customers who had picked their orders up sitting next to the register and my 2 receipts were sitting there unsigned. My fiancé asked them if they gave the pizza to Patricia why wasn’t the credit card receipt signed when they arrived they replied they don’t get all customers to sign. They get GM ON THE phone and she validates the lie that she gave my pizza to Patricia and if we wanted a remake we had to pay another $51.00 and reconfirmed they don’t offer refunds…. We asked for their names for reference and both the worker and GM STATED THAT they do not have to provide their names(I could understand last name, but you can take my money and refuse to provide a name)… So now frustrated they leave before things went left and ordered from a more professionally ran pizza brand (dominos). About an hour later I get a call from the clerk that took my over the phone payment to state that she found out what happened and they indeed never made the pizza and the GM never gave another person named “Patricia my pizza” as she previous lied about. She then states I have been trying to call you after they left the store to tell you I remade the pizza. I said as stated before I’m hosting a party for some kids and the last thing I was expecting was a phone call from the same people that gave us so much trouble to say we never made your pizza in the first place and if you want to come drive back down here again we will make the...

I ordered online and my ETA was 20 minutes. 30 minutes later I called the store and they said my pizza was on the way. I ordered at 10pm and called at 10:30pm. By 10:50 I called back and they placed me on hold, mind you they put the phone down and didn't actually press the hold button. I overheard two guys saying where is her order and one guy said it's in there at the bottom (talking about the hot box in the store). The guy came back to the phone and said my pizza was on the way. I asked was it going to be fresh and he said yes definitely. My pizza's came at 11:30pm and both were cold. Of course I called the store again and explained the situation. I also was considerate because it was busy Friday night. I live right around the corner and no way my pizza should be cold upon arrival! They guy took my name and number and said his manager gave him the ok to give me a $10 credit towards my next purchase. I called today to order again and they showed no record of any credit. I told the guy on the phone thank you and I just won't order from them again! I shouldn't have to re-warm a pizza I paid for that the store just so happened to forget to deliver until I called. This is not my first bad experience with Pizza Hut on Chagrin Blv. Shaker...

Order online 2 consecutive days (Friday and Saturday) and the deliver was so late. The Foods cold and no excuses. Worse, the next day they deliver me an incomplete order. I ordered a large free pizza and 2 drinks of 2 liters (Pepsi 2L and Mtn Dew 2L). Until yesterday, I still have not received the 2 bottles of drink I've paid in addition. Between 7pm and 12am yesterday, I made 5 phone calls to the shop but nothing. The Deliverer never returned to bring me back the rest of the order. They debited my credit card for all including the delivery fees. The Deliverer began to reject my phone calls by 9pm. Always without any news of them. We had a very bad dinner yesterday, Saturday night. We will complain and pursue them if nothing is done for us. It's Pizza Hut, 216800 Chagrin Blvd, Shaker Heights OH 44120. The deliver are always late and Foods are cold. They give you free pizza to apologize and you have to buy something for $ 7.99 to claim this free pizza. They charge you the delivery and do not deliver the whole order, in spite of their delay. This is our experience with them. Really...