Pizza Hut — Restaurant in Virginia

We stopped at Pizza Hut for dinner tonight. When we arrived, there was only one table occupied in the restaurant. We stood at the Please Wait To Be Seated sign for several minutes before anyone even acknowledged we were there. We were finally seated and looked at the menus. I felt like a salad. There appeared to be a salad bar there but most of the food containers had little food in them and there were only a few lettuce leaves in the big bowl. The menu had salads on them and the one I considered said it came with my choice of dressings. It was a salad with grilled chicken, “crisped bacon”, cucumber slices, tomatoes, onion and I don’t remember what else. I asked her what the dressing options were and she looked over at the salad bar place and listed the dressings that were there. Then she said if I ordered that salad, they would bring me the meats and I would fix the rest of the salad at the bar. I said there was no lettuce there. She said it would be filled up. I went over to look in the other containers. None of the food looked very good and there were no tomatoes or cucumbers. I asked about them since they were listed on the menu as part of the salad and I was told they didn’t have either tomatoes or cucumbers. Both my husband and I ordered sandwiches. When they came out, the sandwiches were very small. It was plenty for me but not my husband. The French fries were good but when my husband asked for ketchup, she brought about a dozen packs of ketchup and dropped them on the table. We had had our food for 5, maybe 10 minutes when the waitress brought our bill and dropped it on the table. A few minutes later she came back and asked if we were ready to pay. We still had well over half our meal left on our plates. My husband said No. She never came back to see if we needed anything else or if we wanted dessert. Around 8:15 a couple came in to eat and were told the restaurant was closed. The sign on the door said it was open until 10 pm. When we finished eating our sandwiches, I put my credit card out on the table with the bill. She came over and took both and fairly quickly came back and dropped my card and 2 tickets on the table and walked away again. One ticket was our copy and the other was the merchant copy. She didn’t even leave a pen to sign the ticket. We took our copy and left without even signing since she didn’t leave a pen. We are normally very generous tippers. At lunch today we tipped close to 30%. We appreciate good service and good food. Unfortunately, tonight we...

Short version: Cashier was bad, pizza was bad, covid precautions were bad, manager made it up to us.

Initially, I was inclined to give this Pizza Hut 2 stars. The cashier who gave us our pizza were his mask intermittently which, during this covid pandemic, is simply unacceptable. We didn't realize it at the time, but we weren't given a receipt either. When we got our pizza and cheese bread sticks, they was warm, not hot, and did not feel fully cooked. The only reason it would've gotten 2 stars instead of 1 is because of the generous toppings we recieved-I don't think I've seen this many toppings on a pizza before. We were hungry and didn't want to complain, so we just ate it.

After eating the pizza, we realized that we didn't get marinara with the cheese bread sticks. We decided to go back in to ask for it, and ask for the cheese bread sticks to be reheated. The cashier reluctantly gave us the marinara sauce and offered to only microwave the remaining cheese bread sticks, which we accepted.

We were unable to finish the pizza, and were still hungry, so decided to get another order of cheese bread sticks, and make sure they were actually hot before accepting them. We went in for a third time and placed our second order, but this time there was a woman complaining with another employee with very similar complaints to us. My dad supported this woman's arguements, and she went and got the manager. The manager told us that if we provided a receipt, we would be refunded for our order.

We finally realized that we were never actually given the receipt. However, the manager seemed very tired, couldn't find our receipt, saw our digital order confirmation, and refunded us anyway. She left, and we continued to wait for our cheese bread sticks. The employee apologized to us, told us she made our order a double cheese bread sticks, and didn't charge us. This order was hot and well made, and we enjoyed it much more than our previous order.

We also trust that the manager will get the employees to be more vigilant about safety precautions, particularly during this pandemic, but I would still be cautious and encourage their no-contact option when possible. It is because of how the manager handled the situation, even when she seemed very tired, that I am...

My daughter and I love visiting Pizza Hut Classics because they’re rare and nostalgic. We’ve made it a small tradition to travel to them, but our visit to the Onley, VA location was by far the worst experience we’ve had.

When we arrived, the first thing we saw was a woman in a Pizza Hut uniform putting out her cigarette on the ground right in front of the entrance before walking back inside. We waited at the “Please wait to be seated” sign for about 5–10 minutes as she and other staff walked by us repeatedly without a word or even a glance. We eventually seated ourselves.

There were several employees and only one other table of customers, yet the place felt abandoned and neglected. It’s November, and there were flies everywhere. Anything that wasn’t a direct eating surface was filthy — the window sills, cracks, and crevices were covered in dust and grime. The restaurant looked like it hadn’t been thoroughly cleaned in a long time.

We decided to order anyway since we’d driven so far, but when the food came out, we didn’t even touch it. The pan pizza looked pale and undercooked, the cheese barely melted, and the crust dry and lifeless — nothing like the beautiful, nostalgic pies from the Wilkes-Barre, PA Pizza Hut Classic, which actually tastes like the Pizza Hut from the 1990s. The boneless buffalo wings were even worse — some were just plain chicken with no breading at all.

I told the manager directly that we were leaving, that we wouldn’t be eating the food, and that I’d still pay for the sodas out of courtesy. Strangely, he actually charged me for them without any apology or attempt to make things right. That moment summed up the entire experience — indifferent, unprofessional, and completely disconnected from the customer.

I genuinely want to support the Pizza Hut Classic program, but this location desperately needs new ownership and an entirely new staff. It was dreary, dirty, unfriendly, and nothing like the true “classic” Pizza Hut experience that keeps fans like us traveling...