Pizza Hut — Restaurant in Willis

We ordered 2 pan pizzas and 2 soft drinks for carryout. We arrived at the restaurant on time. Our drinks and ticket were brought to us after 15 minutes with the promise of our pizzas in 5 minutes.

After another 20 minutes we went inside to see why it was taking 12 people almost an hour for 2 pan pizzas. They apologized that they were busy and put our pizzas in the oven. Okay, lost one star for the mistake of not putting in the pizza or accidentally giving it away to someone else and then another for the lie about how busy they were. If they were so busy both ovens would have been running and the top oven that was running would have been packed. Plus, 8 of the 12 folks in the restaurant wouldn't have been standing around shooting the breeze. In the time we had been there 3 male employees had taken 3 smoke breaks in front of the restaurant. Anyway, the pizzas were almost out of the oven when a male employee who turned out to be the mod walks over and offers us a store credit. I told him I doubted I would ever return to this location as it's the only Pizza Hut I've ever visited that had such a hard time making 2 pizzas. After an hour and a half we weren't really interested in store credit. I said he could just refund to our credit card. He said the system was down and he couldn't refund the cost to the credit card. I asked him to refund cash but apparently Pizza Hut's system doesn't allow them to do that. After a few more minutes of his offering store credit where we have to call that particular store back to use and my insistance upon him calling someone higher than himself to help resolve the issue he holds out a card to his area coach and drops it on the counter. He said we can call tomorrow for the refund. I told him I would be at work and didn't have time for that the following day. A large man walks over and gives the okay to approve the order. The man turns out to be the area coach I was supposed to call the next day. The mod's system miraculously starts working and he refunded everything except the tip. We told him it wasn't the correct amount and we wanted the full refund as no one actually served us. He insisted it was. We just left at this point and made a note to call the area manager the following day unaware at the time we had spoken to him and he was not helpful at the time. We called the next day and upon hearing him I immediately connected the face to the voice. I explained what happened after the refund took place but apparently Pizza Hut can't refund the card twice so my tip I'm just out of luck. He offered to put the cash tip in the safe for us so now apparently we can get cash refunded. I called corporate and let them know everything as well. It seems that someone is not being honest or that Pizza Hut's system needs to be revamped or both. Either way, I would not recommend this particular Pizza Hut to my worst enemy. They lost all the stars and I would give them no...

I truly do not like to complain. However, I had to call and let the manager know they had dropped the ball. How will businesses know when what they are doing is good or could use improvement? Tonight, I placed an order about half past the hour: 2 pizzas and a drink. They sent me a text indicating they received my order. Then at 7 past that next hour (30 minutes or so) i receive a notice that my order is "On its way" and gave me a link that said I could track its progress. The swirling thing continued, "Being Prepared". Which one is it. I waited and checked, another 10 minutes, checked, "Being Prepared". But wait, am I confused? I wait on my porch. At the hour and 3 minutes since I ordered the pizza, and almost 30 minutes since I was originally told it was "On its way", I called the location. While on hold, I see the driver walking around looking for my door. I waved at the driver, asked if it was Pizza Hut. I give the driver the tip and while waiting, the driver said they had a delivery before mine that they delivered on the way to mine. I LIVE LESS THAN 150 YARDS, from the location. Yes, I could have walked over there to get it, but they could have had the driver drop off mine, practically next door, then head out to the country and back. Come to find out, their drivers left this one driver to finish out the evening alone. One single driver, poor route management, and now I receive semi-warm, dry, and from the looks of it, leftover from yesterday pizza that I get to try and salvage for my guests. The manager said he would be able to give me a $5 toward my next order. I agreed just so I could pay the poor driver so other orders could be delivered. With ALL of that said, Pizza Hut, you dropped the ball. I am as sad that I now have to microwave my thin and not so crispy crust pizza, plus add my own cheese so it will have some moisture. I cannot say when or IF I will ever use that...

This Pizza Hut is the worst. 1st time we ordered, the person entered our information into the system completely wrong. The name and phone number were completely random. They then refused to deliver despite us being 1.5 miles from the store. We had to pick it up. When we got it home, the order was completely wrong and burnt. Not just overcooked but burnt black. We had to make another trip to the store. Talked to the manager (Chelsie) who had trouble finding our order because the info in the system was wrong. After a long wait, she apologized and agreed to give us a $20 credit for our next visit. When we returned home the pizza was undercooked. Today we placed another order to use the credit and this visit was worst than the first. There was no credit entered in the system and we were essentially treated as if we were running a scam when the employee argued with us stating he couldn't just go around "giving free pizzas." Well considering that they either burn or undercook the pizzas, they couldn't give them away if they tried. So disappointed. This is one of those places that deserve to be shut down by corporate and...