Pizza Hut — Restaurant in Trumann

Dear Manager Jennifer Long: businesses can deny customer service for any legal reason. So why embellish & fabricate a scenario to justify refusing service? I think we both know it's because you are actively discriminating against someone with special needs. A few months ago, we received a pizza we ordered inedibly burnt. The worker there at that time (who has been the subject of many complaints) was angry & rude when we asked for it to be remade. This time, he took it out of the oven before it was fully cooked & served us raw dough. I felt this was done sarcastically. A few weeks later, it happened again; burnt pizza too hard to eat. This time you were there & had to make it 3 times. This was not simply caramelized cheese. This was a burnt bottom, tooth-shattering, charred. Second time, it came out looking like the first. At this point you were obviously upset. You chastised your workers but remained kind and apologetic to us. You had not made the first two but you stepped in to make the third and it was perfectly fine. Since those two back-to-back incidents, I have ordered from you 17 verifiable, subsequent times. We have not had a single issue with these last 17 orders & the pizza, which is ordered the same way every single time, has been perfect. We put a note in the special requests: "Please don't overbake." And it's been fine. So please tell me why you waited six months to confront my husband over the Pizza Gate situation? Why did you not tell us then & there when it originally happened that you deemed this order too picky & you won't make it again? Why did neither you nor any of your staff tell us in the 17 intervening times that you wouldn't make this order again? Why lie and say it happened "four or five more times"? Wouldn't someone have said something during those 17 other orders? No one cursed you over the phone and in fact, during the course of tonight's conversation, your story went from someone cursing you out to someone simply "being irate". Then there's the claim that you tried to call us to discuss Pizza Gate. All numbers on file are current, and there is not one call from you or any number associated with Pizza Hut. Even then, 17 subsequent times we were in that store. While you weren't there every single one of those times, our paths crossed with plenty of opportunity for you to say something. No, the fact of the matter is this: tonight, you were keyed up and looking for an outlet for your stress. My husband asking to look at the pizza before taking it set you off. (Side note: isn't it your policy to show the pizza when you hand it out anyway?) You had messed up the second pizza for a change and he was waiting patiently for you to correct that mistake. I could respect you if you had been honest. Because the truth is that you didn't say anything the past 17 times because asking someone NOT to burn a pizza is NOT an "unreasonable, picky request." We did not curse you out. We were not rude with your staff. We were polite and appreciative. We did not ask for you to undercook the food, only to not blast it to Hades and back. But for you to openly admit that you will be refusing my order because you know I've got "that one kid"? That's venturing into territory with muddy waters. I asked you this evening if you minded if I handed over audio and video of phone calls and you voiced consent. I have audio of every phone call. Additionally, the two times this happened, I had contacted corporate via email with photos, along with an explanation that we weren't upset that mistakes had occurred. We were upset at how your staff chose to treat us. And now, because you were having a bad day, you turn it around to say that we were the ones with the belligerent attitudes? What embarrasses me the most is that after the second time it happened - and then it didn't happen again fifteen times in a row - I actually reached back out to Pizza Hut to tell them that I was GRATEFUL that you had seemed to solve the issue, and let them know that we'd had nothing but exemplary service from you afterwards. Joke's...

Pizza hut really changed over the years. The bread is thin, dry, not buttery not thick "hand tossed". The sauce tastes different. And not to mention that some stores don't care about giving you a pizza with fresh ingredients. Meat either taste freezer burnt or 3days old. I'm tired of getting a sloppy made pizza with old dried meat and blan crust. The new BBQ chicken pizza was really good though I'm displeased with the amount of onions they used and less amount of chicken but still a good pizza. I'm extremely disappointed in the deserts and wings!!! What in the world? When did this company become lazy and not care like the rest? Pizza hut used to be my number one favorite pizza place bc they knew how to please their customers when all the other fast food chains got greedy and gave terrible service. I'm buying pizza...

Update Friday February 14th 2025. I waited over an hour for my pickup. Now I was 15 minutes early so that is 45 minutes. They were hammering out almost 10 delivery orders before getting to the pickup orders that were already placed before the delivery! The guy even said he can't see the pickup orders in the back, that the only orders he could see were delivery.

I had a thin crust extra well done. Topping were evenly scattered across the top, extra cheese and Garlic Parmesan Sauce like I asked. My other two pies were made the way I asked.

Simply put last time I was here, I wouldn't have gave them anything above "0" stars. The Young Lady and Gentlemen there last night might just give this place some hope after all!

-Thank you for a...