Pizza Hut — Restaurant in Suffolk

Hey there my Kitties 😸. This is my true blue review about this #curbside Pizza Hut located at 1520 Main st. In good old downtown Suffolk. "They Are Awful" from my experience. I ordered online early afternoon Friday October 28th for a 6pm curbside pickup. I ordered from the app. The app gave me a message that my order was ready and to check in. When I drive up there was no way to park. No spots designated for curbside pick up. The drive up window is still being worked on so the construction cones have it blocked off. Cluster F already. I call the restaurant and speak to the waitress who tells me it will be another 10 minutes. I go in after 10 minutes and notice the long line of angry/ frustrated customers surrounding the register and the young lady looking frazzled. They are running behind and busy, but deliveries are going out on time. I ask about my order and she proceeds to tell me that the app order that says it was ready to them is future order and would take another 20 minutes or so that they were busy tonight. This is ridiculous. They just ask you if you still want the order or a refund. Snark attitude from the older looking stature gentleman at the register. They offer you nothing from the time waisted waiting. When my order was finally ready I had thought I purchased red pepper and Romano cheese shaker but the nasty attitude cook who came up to bring it to me said I had to pay for it. I waited 45 minutes after the fact and you don't just give it to me is Crazy. Lousy restaurant, Lousy customer service, Lousy representation. I've worked in CSR. I deal with Customers. I Will Never Visit This Establishment Again. If you're app is not working correctly for that site, take it down. It's not accurate for that address. It's not fair to the customers to suffer due to the negligence of the workers. I'm done...

Pizza Hut on Main Street in Suffolk, Va does not take ownership of their mistakes. I placed my order at 5:41 pm. Multiple dine-in and carry out customers received their order before the staff informed me that my order had to be remade due to one pizza not coming out of the oven. I was left to guess what not coming out of the oven means since an explanation was not provided, nor did I ask because it would not change anything. A free cookie was offered due to the store’s mistake, which was not much, but it showed an appreciation for my time. So, I elected to wait for my complete order. After more than an hour had passed and watching other customers (who placed their orders after mine) finish their meal and leave, I was informed that since my order just popped up on their screen (guess they meant a screen in the kitchen area) that I would not receive a cookie. Three separate customers (one with his family) apologized and informed us of how sorry they felt concerning how we were treated. In addition, the entire time I was waiting, I could hear kitchen staff arguing and they were not pleasant to the front counter staff when they inquired about my order either. This is a guess, but I think the manager rejected the cookie offer after it was offered due to the store’s issue. I understand that wait times vary, so I had initially doubled the initial advertised wait time to manage expectations. With over an hour elapsing coupled with the cookie rejection, I had enough of the store’s inability to honor my time and requested a refund. The last time I was at that store, the experience was not pleasant, but not enough to never go again. The Pizza Hut on Main Street in Suffolk, Va is on a downhill descent, and I have no plans to ever return to...

With my experience today, at this location, Pizza Hut have redeemed themselves. This store is brand new as of Jan 2022 and features a drive thru pickup window. I placed my lunch order online and drove the 5 minutes to the store. My order was ready on time and I was greeted with a smile and friendly service (increasingly rare these days).

My order consisted of a medium Supreme Pan Pizza, 6 bone-in wings and a side salad. I have to say, the food was excellent. The wings were well sauced, meaty and not over-cooked. The pizza crust had that "perfect pan consistency" where it's slightly crunchy on the bite, but soft inside. Additionally, the crust was not overly greasy, nor was the pizza top. Topping arrangement was well distributed. The pizza was neither over-cooked nor under-cooked - it was literally perfect. The side salad was fresh and crispy.

I've had a fragile relationship with Pizza Hut the past twenty years. I ordered here today because the place was new, and I was ready to give Pizza Hut a chance again. I'm glad I did - it was a refreshingly positive experience.

Minor nit - this small-ish order was far pricier than it should've been. I am not deducting any stars for this comment, and I won't disclose exact amounts. I would recommend sticking with whatever current deals they offer. If you build your order in an "a-la-carte" style, expect to pay a premium. Fanciful wish: I really wish Pizza Hut would offer a "Choose any 2 or more for 5.99 each" deal like one of their competitor's does! :-)

In closing, many thanks to the restaurant staff for a very positive...