Pizza Hut — Restaurant in Spring

Update: had two channels of emails that reached out to me, neither replied over my food safety concerns, well over a month later. Eat here at your own risk. Owner replies are lip service, considering zero follow up after emailing them at the email address provided.

The manager Cody there refused to listen to my complaint about an undercooked pizza, who began immediately talking over me and invalidating my concerns over an inferior product I was given. Cody cited that it was impossible to do so with their ovens, like it's scientific magic. Cody, if you are over stacking toppings, pushing or pulling the pizza into or out of the oven rather than let the conveyor belt do it's job, or even not distributing toppings evenly - yes it's certainly possible to serve undercooked product - I could go into a myriad of ways this can happen given my experiences in the restaurant world - but that's your job to diagnose, not mine. But telling me it's impossible is ignorant at best and potentially dangerous at its worst. However, I can say when there is a problem, you're there to solve it and retain customers! You did neither. It's also pretty evident when the "cupped pepperoni" in the center of the pizza isn't curled, and the cheese retains it's shredded shape towards the center versus melted on the outer portions of pizza near the crust - that this certainly isn't baked to standard, much less extra baked.

So, maybe instead of talking over someone with a complaint and dismissing them, insisting you're right while you were in the manager room and didn't even see my order, maybe, just maybe, listen to a concern instead of trying to roll over someone with your corporate jargon.

The picture here is what I got ordering extra baked - this pizza is whiter than I am. Apparently it doesn't matter to write that on the ticket, because no one sees it after the prep station - this is verbatim from Cody, once the order is bumped from their quick board and in the oven there is no accuracy check. Isn't that against pizza huts Standard Operating Procedures, specifically checking the product for accuracy? This is another excuse I was given to shut down my complaint, but wow did it make you look really, really, really bad. I've seen employees fired for less egregious violations of a SoP, but using it as an excuse for why my order is wrong seems like a you problem, not a me problem. But don't worry, Cody, if you want to leave the ball in my court, I'll make sure it's fixed!

Instead of sticking a customer with your lazy work, maybe try to do your job with a modicum of seriousness in terms of food quality/safety so a customer doesn't have to dog walk you on here in front of your corporate overlords? Because you caught the right one today, sir. We are going to fix this problem! I hope to hear from your store manager within 3 business days before I escalate this as a food safety...

I made an order on Saturday evening Feb 3, 2024 and the email stated that it would be delivered by 7:45pm. At 7:45pm I received a text stating that the order was being handled by doordash. The order was eventually delivered at 8:55pm. I called that evening, no one answered the phone. I called Sunday evening and the phone just rung. I called this morning around 11:30am and a young man named Justin spoke with me. I made him aware that I did not want a $10 credit for food that was not edible and almost 2 hours late. He apparently forgot that he did not put me on hold and stated to someone else that I was being a real douche and wanted a refund. The person in the background said to tell me to make a complaint but I wasn't getting a refund. I then asked attempted to ask Justin who I could contact and he disconnected the call. I called back and a young lady got on the phone and immediately raised her voice and told me to file dispute with my bank, now in return I was very rude and not to downplay my actions but it is ridiculous that apparently the manager makes no rules for these folks because they don't care about customer service or filing complaints. This is a pizza hut problem, not my problem that my order took 2 hours to get to me. Who wants to eat cold food that took 2 hours to arrive? I will be disputing with my bank but I will also file this complaint with everyone that I know of. A simple apology would've sufficed, instead they acted offended that I was unhappy...

The store is under a new RGM, be mindful that MUY has discontinued the following items: Balsamic, Lemon Pepper, and Firey Red Pepper. If you get a pizza missing toppings that is normally because they ran out of the product. The meats come pr-cooked and frozen off the truck and we use them when they are defrosted/thawed and when you ask for fresh spinach remember it is called fresh meaning it gets put on top of the cooked pizza, we do not cooked spinach. The store is under new staff. All pizza huts here in Texas are franchise only not corporate and the call centers are from San Antonio and Canada and yes they do not always get your order right and sends it to the wrong store state city ect. My apologies for any inconvenience the stores has caused you, we are doing our best to get orders out and corrected the first time Its not always easy for us to get to the phones and return calls from the print out from CSM and sometimes the CSM doesn't correctly send you through to the right store. We will continue to train and coach our teams and drivers to do way much better. Please make sure to have your phone numbers and address corrected due to many being fake and number not...