Pizza Hut — Restaurant in Virginia

If I could give "No Stars" I would.

Order date 5/13/2022 Order total $58.21 Tip $8.74

I ordered two stuffed crust pizzas via the mobile app and the wait came up as 2.0 hours. Fair enough, this location is at the gate of a military base and it was a Friday night. The confirmation email arrived at 18:15 with an estimated arrival time of 20:10. At 20:30 I called the store to get an update. The person answering requested my name, phone number, address, and whether this would be pickup or delivery. On learning that my order was late the representative put me on hold to "talk to a manager". The next person to answer was expecting an order as well. I was put on hold again and so, while waiting, I called the store on another line which was answered and I asked for a status update.

This third representative said my order was out for delivery, having left at 20:00. I asked for compensation and was told that I was talking to "a corporate location" and that all they could see was status. Also, the local store would need to address my problem my options were to refuse the delivery or that the driver could arrange a discount. Though there was apparent empathy for the situation, all responsibility was directed to the local store. My order arrived at 20:45 and was, modestly warm. The driver expressed gratitude for the tip.

I feel that the telephone representative was lying about their location, that they were actually a direct employee of local facility. If my opinion is accurate, management are likely aware of the behavior. Avoidance of direct confrontation in this manner may be an effective tactic for a poorly run operation. Customers treated in this manner are likely to become agitated, allowing the termination of contact without redress. It is also my opinion that establishments are likely to penalize their delivery staff in situations like this so I did not request compensation...

This establishment used to be one we looked forward to doing business with. We've ordered delivery from them for about a year now and have never had issues. Last week we ordered from them as usual. They called us 30 minutes later and told us they can't deliver to our residence, as it's too far away from their location. (It's a 7 minute drive.) We go to the store to pick up our order. Every employee, except for the one guy inside working inside by himself, was standing outside the door. Some were smoking. Others were chatting up women who were walking by. One was checking out someone's car. They offered no help to the employee inside who was getting multiple orders ready on his own. I wish I had gotten his name. Clearly he cares about his job. Despite this, we ordered delivery again from them today. Assuming that them not being able to deliver due to us "being too far" was a one time occurrence. Because on the site our address shows we are eligible for delivery. They called us after we placed our order and told us this specific store no longer offers deliveries. Either the site is not accurate and has not been updated, or the current employees are lazy. We will go elsewhere from now on due to the lack of teamwork within this establishment, and the conflicting statements of whether they...

This is the worse run pizza hut I have ever experienced. I worked at pizza hut when I was young and it is a shame that they have been reduced to such service. The service is so inconsistent! Sometimes, we'd luck up and have a satisfying experience but for the most part...wow! I would be embarrassed if I ever found out that one of my restaurants were this incompetent. I have given them ample opportunities to get it right and they have continued to disappoint. I even tried contacting the corporate office and it seems that the incompetency has trickled down from there. If it's not burnt pizza, it's the wrong toppings or it's cold or they forgot something. Unbelievably sad that we as a society have allowed such businesses to thrive! We really need to raise our standards. The people that run these companies probably make more than 20 times more than our teachers and caregivers...the people that actually care about our communities! I say shame on us...shame!!! They will not get one more penny...