Pizza Hut — Restaurant in Texas

I had the BEST experience with Pizza Hut thanks to Ellie! I was having such a frustrating time trying to place a delivery order. I called the West and Fry Rd location first, but they kept telling me they couldn’t deliver to my address. Not only that, but they were rude and made it feel like I was the problem. Out of frustration, I decided to call the other Pizza Hut, and that’s when I got Ellie on the phone.

She was an absolute lifesaver. I explained the situation, and she was patient, kind, and actually listened. Within seconds, she put my address into the system and confirmed exactly which store was supposed to deliver to me (West and Fry, like I had thought all along). I felt bad even asking, but I kindly asked Ellie if she could try reaching out to the other store for me—and she didn’t hesitate. She went above and beyond, personally calling them to make sure my address got entered correctly so I could finally place my order.

I can’t say enough good things about her professionalism and how much she cared. In a world where customer service can feel rushed or dismissive, Ellie stood out as someone who genuinely wanted to help. She turned what had been a really stressful situation into a positive one, and I was SO appreciative. Pizza Hut, you’ve got a star employee here—Ellie deserves all the recognition for her...

Last night I ordered around 8:15pm, a mozzarella poppers pepperoni pizza, a 2 liter Pepsi, and 2 ranch dipping sauces. I tracked my pizza and it was set to arrive at 9:05pm. Over an hour later at around 9:40pm I call the store and they proceed to tell me there was no order, he puts me on hold for about 7 min and my order arrives so I hang up. After looking at my order, they sent me a cheese pizza with a diet Pepsi, and only thing right was my 2 ranch dipping sauces. I call the store back and speak to a manager, which happened to be the same guy who told me there was no order history. I tell him about my order and offers to resend the correct order or give me a $10 credit. I asked for my order to be correct and he said ok and rushed me off the phone by saying "ok ok I'll send it, give it 30 min, bye". It was 1am when I finally decided to go to sleep, 3 hours after my conversation with the manager and I never received my pizza or a phone or anything at all. I order from this location frequently since I live across the street and have never had something like this happen. It's absolutely infuriating that after getting it wrong the first time, nothing was actually done to correct it. If I could give less than 1...

OK, you need to temper your expectations when you are dealing with Pizza Hut, but this was particularly rough.

We ordered the Pizza about 30 mins before we planned to eat, but were flexible. We immediately received an email confirmation that the pizza was estimated to be delivered in 30 minutes, which exceeded our expectations.

When it was more than 10 minutes late, I tried to get an updated projection, but all that was available was the ESTIMATED delivery time (both on the app and on the 'real time' link.

We tried calling, but I was put on hold for over 10 minutes and they never actually talked to me.

See attached picture - even more than 40 minutes late, it shows that it will be delivered on the originally estimated time.

At any rate, the poor driver who was set up to fail showed up with the food, which was very disappointing.

I believe that since the food was so late, it became soggy - the 'thin and crispy' pizza was not crispy at all and the wings were overly soggy.

Unfortunately, this was a birthday request, so on top of it all, it was a really disappointing experience even though our expectations were...