Pizza Hut — Restaurant in Virginia

January 20, 2019 at 7pm, we called to order using our $40 credit we got last weekend because they sent us cinnasticks instead of cinnabons and didn't call to ask us if that was okay and our food was cooked for far too long. We were told last weekend that we had to talk to the actual store when we ordered in order to use the credit. My husband called to order, got the call center and told them what was going on. He was then "transferred" to the store 3 times but got pushed back to the call center everytime. He finally got a supervisor at the call center that could place our order using the credit and said we would get it in 45 mins. This was at 7pm. We waited an hour and we called them back. This lady said the food was on the way. We wait another 30 mins then we call back. This man says "oh I see what happened. The delivery driver was clumsy and dropped the food so he had to go back and get it remade. It says it will be to you in 12 mins". We wait another 30 mins and then we call them back again. He gets the rudest "supervisor" so far and that's saying a lot since they were all unprofessional, rude and sounded half asleep. She told him that they only had 2 delivery drivers and were extremely busy so it was going to be another 30 mins. At this point we've heard way too many EXCUSES and it has been 2 hours. My husband then asked to speak to someone above this so called supervisor, she said there was no one above her and SHE LAUGHED AT HIM AND SAID "you really want to wait to talk to someone else and waste your time?" He was heated and she finally let him speak to someone else and this was her supervisor. This lady said the order had been cancelled and we would have to go in and pick up. After saying we would pick it up, she then hung up on us without saying anything. We then went up to the store, they said they never got our order until 9pm and we saw an order identical to ours sitting in the warmer and my husband asked her if that could be ours and she looked at the receipt and said "oh yeah, it does have your name on it" AND GUESS WHAT TIME WAS ON THE RECEIPT....7:03pm. Hm. So this could have all been avoided if they just put our order in the delivery bag and not in the warmer. She said the receipt didnt say delivery on it and that's why it was in the warmer. Whether the call center messed that up or not, someone at the store should have noticed the order sitting in the warmer for 2 hours and at least called us to ask if we were coming to get it. My main issue is with the call center. They lied to us 3 times and were the most unprofessional group of people I've ever dealt with. Rude, lazy, disrespectful. My husband told the first lady that told us our food was on it's way "thank you" and she said "uh huh" and hung up. Even the GM we spoke to at Pizza Hut said they have been rude to her on the phone as well. This would have all been avoided if we were able to call the store directly and have direct communication with them. When you call the Jeff Davis Pizza Hut's phone number, you are automatically transferred to this call center to place your order. Everytime we asked the call center, they either said they tried to transfer us and no one answered or that they didnt have the number to transfer us. All they did was remake our order. This time with thin crust instead of the stuffed crust we ordered because they were out and an extra 2 liter. Not much considering all the stress we went through to get our dinner over...

(The photo shows the pizza I mention for the night in question. I also want to express that the pepperonis make it look like there's more pizza, but there is not. There was just pepperoni in there with no dough or pizza underneath on the missing chunks.) Recent update; This time it was absolutely horrible on my trip there. Same thing I've always done, nothing different except for two factors... I got a stuffed crust pizza instead of thin, because they had a 50% off menu deal online. So I ordered it to be ready by 10:30pm like I've always done, and I made this order at 6pm mind you. I get there by 10:30pm and it still has 10-15 minute wait time on it! I have work to get to, so I waited, and waited... Then I finally got the pizza, and it was literally missing huge chunks of two slices so i pretty much didn't even get my full pizza and two slices were GONE! Now here's where the 2nd change factor comes in... A different shift manager was working tonight, I was in a huge rush for work but I came back to speak with her about it anyways. I showed the pizza and all she said was "Mhhmm", then I explained that I was very unsatisfied with this and I was late for work so I'd make a phone call later, but I wanted to make sure she saw it as proof. Then she just walked away and said "ok, whatever". I was nothing but polite and this is the pizza I get (look at picture) and that is the customer service I get? Oh no, I won't ever be tolerating that again. I love pizza hut and their deals, but I guess at this location--for certain people--50% off price also means 50% off work effort and customer service too. I didn't get her name, she did not introduce herself to me either--but I remember one of the workers calling kiera or something similar to that, when I asked to see the manager.

Old(1month); so I've been going every few weeks now and then, so far every time my order had been great. The service is fast and I seem to get the same manager (I believe his name is Will, don't wanna try spelling his last name) every time and he's been superb each and every time. Just tonight he actually pushed my order forwards cause I got there earlier than my requested time, so I didn't have to wait long at all. Though one sad downside was the waiting area wasn't entirely clean, they were in the middle of cleaning everything though, but one of the seats had chocolate pieces all over it. Other than that, everything was awesome.

Old(10months); They get my order right most of the time and whenever they don't the manager or CS are always extremely helpful and make up for any mistakes, which is...

I had such high hopes for this remodel. I ate here in my teens and was eager to come see what they had done. Drove 45 minutes to eat here. Walked in and was shocked. It has less personality than the waiting room at my dentist office. Almost left because all the chairs were on top of the tables at 6pm on a Friday. No wait staff, no menus, ordered at the counter and sat in this utterly depressing waiting room (dining area) surrounded by upside down chairs. Got our apps after 10 minutes, 30 minutes later, no pizza. Asked the person at the front, she went in the kitchen and I heard " Oh, we forgot about this one, it is next". She then came out and said "It will be out next". Got my pizza after about 10 minutes, ate it quickly and left. Nothing inviting, comfortable, relaxing or remotely welcoming about this place. You really missed an opportunity here. If this is what dining-in is considered at Pizza Hut these days, you should only do delivery and take out from now on. I will...