Pizza Hut — Restaurant in Waxahachie

I am only giving this place of business (if you can even call it that, because I conducted no business with them) one star, because zero stars is not an option. Google really needs to make that happen.

My family and I came here on a Friday evening at 6pm. We were told once we sat down that there was a 45 minute wait. When we asked why, the answer was, “because it’s Friday night and there’s a basketball game.” We should’ve walked out then, but because it’s a hassle getting two children in and out of car seats multiple times, we decided to stay and entertain the children for the forecasted 45 minutes. Knowing there would be a bit of a wait, we placed an order for an appetizer at 6:15, and then placed an order for our meal (three personal pan pizzas) at 6:30. At 7:15, we still had no appetizer. Only when we asked the waiter about the status of our order did he finally check on it. He returned to tell us that the kitchen had just then informed him that they were out of the particular appetizer we ordered (garlic knots). He told us our pizza was going in the oven right then, and that it takes approximately 8 minutes to cook. We waited another 20 minutes for said pizza. We ultimately ended up walking out at 7:40 with no food, no further contact from waitstaff, no offer to rectify the situation, no inquiry from staff as to why we were leaving, absolutely nothing. A customer who had been waiting in line for about 30 minutes for presumably a call in order asked us how long we had been waiting, and they walked out shortly after we did. (Ironically, and with no knowledge of each other’s alternative dining plans, both of our parties chose to dine at Cici’s, and once we got there, we had food within minutes.)

The service overall was absolutely terrible. We waited so long that one of my children actually fell asleep at the table. Clearly their drive through customers take priority over their dine in customers. There was a steady line in the drive through lane the entire hour and forty minutes we waited. If you want to wait nearly two hours for pizza, then by all means come to Waxahachie’s Pizza Hut. If not, go elsewhere. Lesson learned: don’t come here for dine in pizza. You will come looking forward to delicious pizza, only to be severely disappointed by waiting ridiculously long for absolutely nothing. If their service was half as good as their pizza is, then much less of our time would’ve...

I placed an online order on the evening of 2/8/2025 that was never delivered. The “track my order” feature within the confirmation email first listed my order as “dropped off at ___PM” and then updated to “On the way” with an estimated delivery time. About 20 minutes after the estimated time passed, I attempted to call the store number for clarification but instead reached a third party customer service call center. I explained the situation to a male employee who then transferred me to an unhelpful woman who brusquely told me that there was a glitch in the system and my driver “should be there sooner or later.”

Another hour passed with no pizza in sight and as it was now a little over the 2 hour mark since initially placing my order, I called the customer service number back. I sat on hold this time for several minutes with no answer and then opted to use a chat feature that I found on the website. The chat agent took all the major details from my order and at first tried to resolve the issue with a free large pizza. When I pressed for a refund, he said that he would have to forward my info to store management and I could expect an answer in 1-3 business days.

I understand that Pizza Hut uses not only an outside call center for its customer service inquiries but also utilizes DoorDash for deliveries. Perhaps involving so many third parties is why the service is terrible. Gone are the days of being able to call the store directly when something goes wrong and they can tell you who prepared the order and which driver left at what time. I’m not going to lie and say that I’m a super frequent customer of Pizza Hut but I definitely won’t even consider them going forward. Way too much hassle for 2 large pizzas...

I gave one star for food because I couldn't score it a zero. You see... I never got my food, so I don't know how good it would have been. I placed an online order for carry-out. I arrived exactly 1 minute after the scheduled pick-up time. I went inside to get it, and the workers demonstrated that skill that so many in the service industry have perfected these days: treating customers as though they are invisible. Every time I wanted an update, it took about 5 minutes just to get someone to acknowledge my existence. Several times, they would ask for my name, go to the back, and disappear. The first time I finally got an update was after I'd been waiting for 45 minutes past the scheduled pick-up time. At that point, I was told it would be another 10 minutes. I just asked for a refund and left. I reported the incident on Pizza Hut's website and received an automated response saying I would be hearing from local management. I received an email with the standard lies talking about how serious they take these matters and how it happened because of a glitch in the system where it didn't tell the workers when the order was supposed to be ready. It probably was really a glitch, but is it too much to ask for the people at the store to communicate with me? Nothing in the email trying to rectify the bad experience. I recommend spending your money...