Pizza Hut — Restaurant in Sugar Land

I had a very unpleasant experience. I placed an order through the mobile app on 09/13/2025 at 9:35pm for delivery. The app confirmed the order would be delivered between 10:20pm - 10:35pm. By 10:57pm I still hadn’t received my order so I called the store located at 3320 Hwy 6 (mission bend, b, Houston, TX 77082 and after 5 attempts I finally made it through to a representative. When I informed her of my situation she placed me on hold for a few minutes and then informed me she needed me to speak to the manager at the store I ordered from so she transferred me directly to their line. The manager that answered the phone informed me that she didn’t have an order under my name or phone number at all and there was nothing in the system. She wouldn’t take the order confirmation number either and told me if I wanted the pizza that I would need to come to the store to pick it up myself. My husband and I went to the store at 11:35pm and when we tried to explain our situation again, the manager told us there was nothing in the system under my phone number or name and that if we wanted our pizza we would need to pay again. We explained we already paid through the app and she once again told us there was nothing in the system indicating we paid and turned her screen to show us. My husband then noticed her screen showed orders under “carry out” so he asked her to click orders under “delivery” and lo and behold my name phone number and amount paid were showing. The manager then said that the delivery driver didn’t take our order and that’s why it wasn’t delivered to us. We were like right the order wasn’t delivered that’s why we’re here trying to figure out what happened. She then tried to say we didn’t confirm our order through the app and that’s why it didn’t go to the store and wasn’t in the system. We were very confused why she kept saying my order wasn’t in the system when we could literally see it on the screen. She then tried to say it was the internet or something but her excuses were contradictory to themselves and she sounded like a broken record and honestly like she didn’t know what she was doing. We kept trying to get an explanation as to why our order wasn’t made by the kitchen since they have it but she repeatedly said we didn’t do our part on the app and that we needed to call to get the confirmation. We told her that didn’t make sense since the app showed the order was confirmed and we had a confirmation number. The manager then said that they dont have it and my husband and I were like what do you mean it’s right there. My husband and I felt like we were going around in circles with this lady so he finally told her “just give me my pizza” and thankfully they did have a fresh pizza made even though it was missing the pepperoni we asked to be put on it. The manager kept going on and on about how it was our fault that the order didn’t come through and that she didn’t have anything to do with it and next time to just call the store to get order placed. We left it alone and exited the store. She mentioned she was a manager for over 20 years but she didn’t even know how to use the system/computer and coincidentally as soon as we were almost back home then all of a sudden the app showed an update that our order was delivered at 11:51pm. I’m not sure how the process goes once an order is received by the system but I know that manager forgot to click a button and that’s why our order was sitting on queue untouched. I have made multiple orders to this location before and never once had an issue. My mom had a very similar issue to mine a while ago where her order was lost, the store was unsure what happened and said they would remake it and the driver would deliver it, an hour went by and my mom never received her pizza. I feel the manager was very unprofessional and could use...

Subject: Complaint Regarding Poor Dine-In Experience – Pizza Hut (320 Hwy 6, Houston, TX 77082)

Dear Pizza Hut Customer Service,

I am writing to formally express my disappointment regarding the service my family and I received at your 320 Hwy 6 (Mission Bend, B, Houston, TX 77082) location on February 23, 2025, at approximately 3:00 PM.

Before arriving, we called the location to confirm that dine-in service was available. After receiving confirmation, all 11 of us went to the restaurant, expecting a sit-down meal. Upon arrival, we noticed that a large family-style table near the bar was available, so we attempted to sit there. However, we were rudely told that the section was closed, despite the restaurant appearing empty.

We proceeded to wash our hands and find seating elsewhere, patiently waiting for nearly 30 minutes. When my mother and I approached the counter to inquire about service, we were asked if we were dining in or taking out. When we stated that we wanted to dine in, we were abruptly told that the restaurant was too busy to accommodate dine-in guests—again, despite the restaurant appearing empty.

I asked to speak with the manager regarding this, but no one ever came to address the issue. The lack of customer service and professionalism we encountered was extremely disappointing, and unfortunately, this experience has made us reconsider ever returning to this location.

I hope Pizza Hut takes customer feedback seriously and addresses this issue, as no paying guest should be treated in such a dismissive manner. I would appreciate a response regarding how this situation will be...

Ordered a pizza to be picked up. I arrived 30 minutes later (the pizza was quoted to be ready after 15 minutes) and was surprised to find out my pizza wasn't ready. I actually was excited because that meant fresh pizza for me! You can imagine my shock when I looked down on my phone 45 minutes later (I was on the phone with my wife who was traveling overseas and I hadn't talked to in a week and time got away from me, 10 years and she still makes me lose track of time!) and I still didn't have my pizza. I asked politely where's my pizza and the guy behind the counter pulls out a dried out nasty pizza that had been sitting in the over for over an hour! I asked for a refund which he refused to give me and then had to get his manager on the phone for an ok. After waiting 20 more minutes I finally got the refund and now it's 11:30 PM and I have no dinner. One of the other employees offered to get me a new pizza and this cashier told them no he either gets his money or the pizza but not both. Please keep in mind I'm 90 minutes into this mess now. We called his manager again and her reply was "How am I supposed to make a profit if I give you a free pizza?"

I replied by saying, "Because I would come back again as a happy customer! 😁" She didn't find that reason good enough.

I have been ordering from this pizza hut for almost 3 year and they have been SO AWESOME! Unfortunately this one episode was so unbelievably rude and disappointing, they will never get one more dollar from me.

While my mouth and tongue will be forever disappointed, my waistline and colon will forever be...