Pizza Hut — Restaurant in Willoughby

Quite possibly the worst take out experience of my life. They screwed up someone else's order, then made it right by giving that person my order. Literally. You can't make this stuff up.

I arrived here at 7 pm. I ordered in store and was told my order would be ready at 715. Large pepperoni, light cheese. The counter is right next to a bench where I was sitting so I could hear most of what was going on in the kitchen/counter area. There was a man who seemed to have made an online or phone order before I arrived, and he went up to the counter a few times to check his order.

At about 715, I overheard the counter girl say something that sounded like, “we have a large pepperoni light cheese that we can give you,” and the man said, “yeah it’s close enough, it’ll have to do, I have somewhere to be.” I instantly became curious, as that was my exact order and he seemed to be agreeing to it only to save time. It also sounded like this counter girl was offering to comp him a pizza in the future. I stood up to ask, and by that time he was walking out the door.

I asked where my pizza was and she said it was cooking. I told her I heard her just give away a large pepperoni light cheese to someone whose order was ready on time, and I was pretty sure it was mine, and that if I knew it was going to take so long then I wouldn’t have bothered to order there, and I certainly wouldn’t have tipped. She denied everything, then offered me 2 pizzas. I was confused but accepted. I then overheard her saying to the other staff, “He came up to the counter 5 ties, what was I supposed to do?” I couldn’t help but notice that her and the 2 other staff members were spending most of their time up near the counter, then after I called them out, they spent most of their time in the back.

The first pizza to come out was a large half pepperoni/half sausage. This was my “free second pizza.” Then after that, my large pepperoni/light cheese. I have come to the conclusion that the man’s pizza was the pepperoni/sausage, that my order was completed on time but they forgot to make his order, or messed it up.  So they gave him my original pizza since it was similar to his, then gave me his pizza, then remade mine. My order wasn’t complete til 725.

My mind is just BLOWN!! You don’t make things right with one customer by messing up another customer’s order. I’d also like to note, I stopped at this location after visiting the aquarium store and I had live fish in my car. So time was vitally important to me to ensure the health of my fish. They made it home fine, thankfully.

I will never go here again. It's one thing to mess up an order, it's another this to give away my food to make it right for that other person, and then it's a whole, new level to lie and play dumb like they were hiding...

DISGUSTING pizza hut. I came in here with a group of special needs individuals for lunch. 2 of us got food the other 3 had their own lunch from home. I assumed since we bought food it wouldn’t be a problem dinning in, but I was absolutely MISTAKEN. The employees stared at us whispering the whole entire time we were there making it obvious that we were not wanted there. Why not say something SOONER than just STARING at people eating?? My group was very quiet and well behaved the entire time we were there. Towards the end an employee with a red hat and black glasses approached us and said we could not come back unless we all ordered food and apparently he said one of my students licked his fingers and touched the food at the buffet. Now I completely understand how that would annoy a worker but the way he approached the situation was DISGUSTING and very unprofessional. I see what type of employees this Pizza Hut has employed and what type of people are NOT welcomed here. He made it VERY clear how much we were not welcomed back, then tried to proceed to tell me how I don’t know how to control my students (even though we sat in the corner QUIETLY with NO disruptions whatsoever) over an incident that I would not have been able to prevent anyway?? He made it seem as though I had a bunch of wild animals that where out of control over 1 incident. Moral of the story, special needs people are not welcomed here. Period. I would NEVER recommend this store to anyone.The stares and whispers...

Take my 12 year old son here a lot as he loves the buffet but really only likes cheese pizza and breadsticks and always as been good. Went for dinner and we get drinks then go to buffet. 1 slice of cheese pizza and a couple of breadaticks left. Buffet goes from 530 to 8. We get there 620. Plenty of time. I ate fine with what they had out there but only had 4 types of deluxe pizzas put out. We kept asking the waitress if a cheese and breadsticks would find there way to the buffet. Its 730 now and still no cheese. Watched families leave as they were waiting for some cheese pizza to be put out which never did. Told the waitress im not paying for sons buffet as cheese. Pepperoni. And breadaticks are a mainstay and always out at buffet. Manager came out and said you will pay full bill and you get whatever we put out. We dont cater to anyone. I lose my cool and try to explain the concept which he never grasps. We argue this whole idea loudly in front of other patrons. My son is starving now. We end up paying the bill and manager says he will put some in oven now as we are leaving. So sad as we can never visit this establishment after being treated like useless cattle at the trough. Owner needs more hands on explaining to the manager. Simple solution would have been. So sorry young man. Let me get you something out the oven asap. He chose the other way of piss...