Pizza Hut — Restaurant in Texas

Let’s start with terrible. Ordered online via the app, 2 specialty pizzas for delivery. Delivery person shows up with one pizza, and it’s neither of the pizzas we ordered. Called the store to attempt to get the correct order and were “accidentally” disconnected twice after explaining the situation. Third time was the charm and we spoke to the assistant store manager who explained that their was nothing they could do because they don’t own the app and the order they received was what came through the app. Coincidentally, the charges seemed to process fine… No offer to issue a credit, or fill the order properly, or any effort to make corrections. We didn’t want something free, just what we ordered. However , all we received was the mantra of “we can do nothing,” and “it’s not our app.” So when we told the Asst. Mgr. we’d be posting a negative review, she just hung up. With all the phone issues, we concluded that, in addition to a faulty app this location’s phone system was clearly on the fritz as well. So we went to the store with the (wrong) pizza to return it and to avoid any further technology related issues.

Upon arrival we waited in line behind another lady who ordered from the app, and it was clear that she was not there to provide her praise in person. We heard the staff informing her that - you may have guessed it- that there was nothing they could do because it wasn’t their app. After waiting our turn, and based on our somewhat agitated demeanor we quickly were passed up the chain of command to the same Assistant Manager. It is unclear if their training program regarding these type issues is so thoroughly effective that they could provide no response other than the aforementioned “nothing we can do, not our app” or if there was some sort of cognitive lock on these phrases, but that’s what we got in person as well. We did get an explanation as to the earlier hang up from the assistant store manager as she explained her feelings were hurt and she took offense to the threat of a negative review. Clearly hanging up because your feelings were hurt did not prevent that from happening. In fact, (Pro tip here) maybe the best way to avoid a negative review is to take care of the customers, even if that involves doing something you don’t want to or even if your interactions with those customers fails to fulfill your path to self realization. Furthermore, explaining that you don’t get paid enough to deal with situations like ours is not the way to evoke sympathy or defuse a contentious situation

All we wanted was a pizza on a Wednesday night. Instead we got the wrong pizza, attitude, zero customer service, and the very clear understanding that it was not their app (although we’re certain the logo on the storefront and app are identical) and that there is nothing they can do. The latter seems to be wholly accurate: they can’t fill an order correctly, can’t provide a scintilla of customer service, can’t make a decent pizza (assumption on my part with all the other can’t), can’t keep from getting their feelings hurt, can’t seem to do much apparently.

Here’s one thing they can do: count on our NEVER ordering anything ever again from this store, and if you are reading this I would urge you to do the same and avoid this store at all costs. There are plenty of alternatives, such as Dominos, Papa John’s, or any number of other local pizza places that will be happy to have your business. I look forward with joy in my heart to the day when this place goes belly up, and a real business...

Attn to all MILITARY and VETS!!

Preface: This happened a few months ago, before my grandma died, which is why it has taken me a while to post this as we have been dealing with family affairs. My mom and I were excited to find a Pizza Hut so close to my Grandma's place in Justin because as much as my sweet grandma would forget important things like the names of her family members and her date of birth, she would always remember that she loved Pizza Hut pizza. So we came across this location one day and called ahead so we could pick up the order on the way to my grandma's. When we were ordering, my mom asked 2 questions: 1) if they offer a military discount and 2) if we could apply a Pizza Hut coupon we had received from the mail to our order. The girl we were on the phone with seemed to have an attitude, but of course we ignored it for the sake of getting the job done. The second my mom inquired about a military service discount, the girl became hostile, aggressively claiming she was the manager and their location doesn't do discounts for anyone. My mom shrugged off the girl's animosity and proceeded, "Does that mean we also can't use a Pizza Hut coupon we received in the mail? Can you explain--" I couldn't hear the rest of her sentence because this girl "manager" completely lost it for God knows what reason, cut her off, and began screaming at my mom....all because she dared to ask about a military service discount and a Pizza Hut coupon (??). When I say screamed, I mean, SCREAMED at the top of her lungs. It was like in those movies where a teenage girl is high-pitched screaming at her mom that she hates her because she grounded her from a date or something. Or, The Exorcist. I have never seen anything like this in real life. It was unbelievable and unacceptable. She never gave her name and she had hung up immediately after her attempt to burst our eardrums. Disgusting behavior from a spoiled child that clearly needs to grow up before being put in any customer service role, yet alone a managerial position. Needless to say, we ended up going elsewhere, to a place where they encourage a family environment, serve quality food, have common decency and respect for others, value those that serve, and customers can ask questions without getting screamed at :) And to that uncivilized civilian: Good luck with your karma; you're...

I ordered two pizzas, four Diet Pepsis, and breadsticks. The pepperoni pizza was overcooked and the edges were burnt. The cheese pizza and breadsticks were fine. The delivery driver forgot my Diet Pepsi and told me I had to call the store to fix it. This was after the app already asked me to leave a tip, which I did. I paid a tip and a delivery fee, and my order still wasn’t right.

I called the store after eating, because if I had called right away my food would have gone cold. When I finally got through, the person who answered just asked if I wanted the drinks delivered or refunded. I asked for delivery, and they said “ok.” No apology, no offer to make it right.

Thirty minutes later another driver dropped them off without saying a word. This is the second time in four orders I’ve had problems with this location. At this point, it’s just not worth the hassle or the money when there are plenty of other places...