SCARSDALE, NEW YORK -- I ordered a large pizza & wings. The total was $32.00. When I got the pizza it looked like a medium pizza. Wow Pizza Hut has changed. Ridiculous paying $18 for a pizza that looks undersized. I can go to Little Caesars and get 5 pizzas plus extra for $32.00. I also tried to buy one of their $10 pizzas as advertised and they told me, "No we can't sell you that" unless I order it online. Wow! It's a shame how far Pizza Hut has Fallen. Thank you.
NORTH CAROLINA -- This is an informative letter in response to the Pizza Hut complaints listed on your website. I have worked at three Pizza Huts in NC and here are a few things that consumers in NC area should know. I HAVE NOT eaten Pizza Hut pizza since I quit 5 months ago. The following is only applicable to RAGE, Inc. Pizza Huts, NOT Pizza Hut Inc. (There is a difference, a big one!)
I have tried for months to figure out someway to get the word out because I can't find any help to resolve these issues. I can't help but think what if my child ate a pizza from Pizza Hut while at someone else's house and became deathly ill or worse; very young children and the elderly are more prone to food borne illness than the average adult (learned this one in ServSafe). That's another funny thing, Rage Pizza Huts are paying for ServSafe certification and then completely disregarding what they paid to teach their general managers.
While at the 1st location, we were infested with rats and our District Manager did not take care of the problem until one of our employees and customers called the health department to tell them that there were rats in the dining room and a dead rat in our water heater. The restaurant had continued to wash dishes and service food on the supposedly "clean dishes." The problem wasn't fixed until we were shut down for two days by the health department. The water heater went out at another time and we were told that we could not close, just wash the dishes in cold water and continue business as usual.
The next place I worked, I trained for my General Manager position. Recurring times I saw 1-2 day old dough go out the door to customers (if your pizza is flat, it's on old dough... call back and get a refund or another, your best bet is another pizza establishment, not another pizza from Pizza Hut, other items are probably old too) and old veggies being used on the make table and salad bar (hidden in "new" food). If anyone knows anything about dough it starts to grow yeast after a day or so of sitting and smells like alcohol; it can be potentially dangerous if eaten.
As a new General Manager, while looking for new hires, I was told "do not hire deaf people, they are loud and obnoxious." My District Manager even told me to take a 5 lb box of blackened, molded, slimy mushrooms out of my trash can and put them back into the fridge to be used (You'll be glad to know that I threw them away after he left). "We can't afford to throw away food," were his exact words. He also called me before an inspection and told me not throw away any close to or expired food, just change the expiration date on the container so the health department could not get us.
Subsequently, I had a rough week at my restaurant following a local high school graduation. We had no tables, therefore my waitresses didn't make any tips that week; we were empty, almost every sale was carryout or delivery. At the end of the week I was instructed to delete any supplemental pay that was due to the waitress to ensure that they did not received minimum wage for that week. I refused and quit.
As far as I know, no one has ever taken these matters seriously. The NC Labor board was contacted and I'm assuming blew the entire thing off because I was never contacted after telling my waitresses that I would back them up at every turn and waitresses not receiving their pay is still occurring (I still have relationships with certain Pizza Hut employees that can verify these stories). I can't file a claim with the NC Labor board because it does not regard my pay, and I can't make a claim for someone else that is afraid to lose their job in fear of retaliation.
If they would just subpoena Rage Inc.'s records, you can log into their system and pull up every possible thing that happened on a person's time slip or food ticket. On the time slips, it shows what tips were claimed and what they were changed to. It will also tell you who altered the claimed tips.
(Basically, GM's, Assistants, and District Managers are logging into the system and claiming that waitresses made more tips than they claimed to avoid paying 6.55 an hour instead of 2.13 an hour. I know wait staff not claiming all or sufficient tips happens occasionally but I know for a fact that my waitresses were being screwed; you can't make tips if no one eats inside your restaurant and order everything to go.)
Rage Pizza Hut will rob your children if they work for them as wait staff; they will be (excuse the term) screwed out of pay due to them, treated with no respect, forced to service inadequate and unsafe food, and discriminated against. They will also work in unsafe and unsanitary environments.
I have tried what I can, I was just wondering if maybe I could get some help from someone out there that could help bring this Nationwide Corporation's abusive practices to a halt. If it happens in 3 restaurants in NC, I can almost promise you it happens everywhere else. All general managers attend the same meetings in every district, the story is probably the same, just with different faces.
By the way, I don't need this forwarded to the company, they already know what is occurring, they are encouraging it. And if one of them in my region reads this they will know exactly who I am, I questioned these issues several times within the company.
LINCOLN, ALABAMA -- The local Pizza Hut in my city has got to be the worst running business I've ever come across in my 43 years. On a good day the pizza will arrive within 1 1/2 hours with no customer service. That rarely happens however. It is usually much worse. I have ordered my last pizza from Pizza Hut. I am sick and tired of the bad food, slow food, rude managers, and incompetent employees! Even worse, I don't think they care if they get my business (or anyone else's) one bit. It would just make their jobs easier.
A few months ago I ordered from my local Pizza Hut, here in Lincoln, Alabama. Nothing special, just an order of cheese sticks and a regular pizza with regular toppings. I was told it would be delivered to my home within 30-45 minutes. This is moderately acceptable. One hour after I ordered my food it still had not arrived so I picked up the phone and called the store. I was placed on hold for about 5 minutes and then talked to a rude employee. I told her it had been an hour and inquired about the status of my order. I was told very rudely that the driver already had it in his car and was on his way. I said thank you and hung up.
Another 30 minutes passed and still no food had come. I again picked up the phone and called the store. I was placed on hold again and then talked to an even ruder employee. I was told that they weren't sure where the driver was but he had my food. They told me that he had left with it a long while ago. They said they would call the driver and check on it. Another 30 minutes passed and still no pizza.
It had now been 2 hours since I ordered my food so I called again. I was placed on hold yet again and then addressed by an even ruder employee (the same one each time). I asked to speak to the manager. The manager got on the phone and told me that it was on its way and the food would be free since it took so long. I waited another 45 minutes and decided to go ahead and eat something else that I had here in my home because the pizza and cheese sticks were obviously not coming. The food NEVER came! Never! I didn't receive any food nor did I get any call telling me it was not coming. I swore I would never order from Pizza Hut again.
About a year or so went by and I decided to give Pizza Hut another chance. I figured that they have so much turnover with teenagers that it would probably be a whole new staff. Well, I was right, but this staff was just as inept and just as rude as the ones before them. I called and placed an order for cheese sticks and a pizza with normal toppings on Tuesday, May 14, 2013. I was told the order would only take 15-30 minutes to be delivered. Obviously I knew this was incorrect because it takes at least 15 minutes to make and cook the food. I did, however, expect a short wait time since the employee who took my order told me such a short time.
I expected it would arrive within at least an hour. An hour went by and no food had come. I called the store, let them know it hadn't come yet, and asked for an update. She told me that he (the driver) had left with it already and was on his way. She said it shouldn't take much longer. Another 45 minutes went by and still no delivery. I called the store again and told the same girl that my food still had not come and that I was getting a bit aggravated. She said, "Oh, we've had a lot of complaints about him. Hold on and I'll call him." She put the phone down (not on hold) and came back in about 3 minutes. She said that he had the food and was on his way.
I told her that was exactly what she told me 45 minutes ago. She hung up the phone. I waited another 30 minutes and still had no food. I once again picked up the phone and called the store. I was a bit more stern with my voice this time and she decided to pass me off on to her manager.
The manager got on the phone and asked me for my address. I had been asked for my address already 3 times before so I said, "I've already told you my address 3 times now." She got very angry and started yelling into the phone, "I tell you what! You just keep your food when it gets there! You just don't worry about it!" Then she slammed the phone down and hung up on me once again.
The driver called me on his cell phone a couple minutes later (I assume she called him to tell him the food was free) and said he was lost. It angered me that he was just then asking for directions and that they just send out their drivers with no more information than the address. They aren't told anything whatsoever to help them actually find the address (which is the whole point). I told him directions nicely and we disconnected. Another 20 minutes went by and he still had not arrived so I picked up the phone and called his cell phone (it had appeared on my caller I. D.). He said he was still lost and was almost back at the Pizza Hut store.
He had actually given up and gone back to the store. I was irate! As mad as I was I didn't take it out on the driver because it's not his fault. I stayed on the phone with him and guided him turn by turn and mile by mile until he arrived at my house. I got my food 2 hours and 20 minutes after I had ordered it and was told it would only take 15-30 minutes. I tipped him and went inside and attempted to eat my old, cold food.
Everyone makes mistakes, but this Pizza Hut store does nothing but make mistakes! They never get the orders right and they almost always take a couple of hours to arrive. I WILL NEVER PURCHASE ANY FOOD FROM PIZZA HUT AS LONG AS I LIVE! I would like the girl who took my order and the manager reprimanded and punished. I would also like an apology, but I'm sure I won't get it because that's morally and ethically more than this company and its employees are capable of.
LUSBY, MARYLAND -- On August 3, 2012 a delivery driver from PIZZA HUT in Lusby, Maryland (zip 20657 & receipt ticket #**) delivered my medium pizza, cheese bread and forgot to bring my 2 litter of Mountain Dew soda. He first gave my wife the receipt and she signed it with a $5.00 tip. That is a good tip on a $20.00 order when we only live 1 mile away in an area with very little traffic and only one street light for driver to go through.
After taking receipt and putting it in his pocket he tells us that he forgot our soda and he had to run back. He said "I'll go get your soda and be right back." After waiting 25-30 minutes I called PIZZA HUT and spoke with an employee who said the driver was out on delivery and the manager had called him and he said he forgot the soda again. I told the employee that was unacceptable and I wanted either my $2.75 + tip or my soda and tip back or I could come there with my receipt for a full refund.
The employee said I had to speak to a manager. I then spoke to a person claiming to be a manager named **. I'll admit when I spoke with her I was upset but I never yelled or cursed at her. I was telling ** my story when she started yelling over top of me saying "First of all I'm not giving you a full refund and I'm not going to be able to help you with you rambling on when I need some information." After that we were both very silent for a moment, then I held myself together and said, "Fine what info do you need."
After me playing nice, she told me my soda and tip were on their way. I then waited another 22 mins. and called back. I spoke with ** and told her it's been over 20 minutes and I still haven't gotten my soda. She said that's because the driver was out on delivery and had just got back and was leaving now to bring soda. I said that I thought someone else was on their way earlier. She said she wasn't able to because the original driver was the one that had my tip.
I then said "Why couldn't PIZZA HUT give another driver the five bucks so I could get my soda we had been waiting a long time for." She then just repeated herself like a broken record but louder as if I didn't hear and said "I told you the original driver has your tip and he would bring it to you, now is there anything else I can help you with." I told her "no" and got off the phone. If this was a real manager then I'm very sad that PIZZA HUT couldn't find anyone with respect and manners for their customers not only as an employee but as a manager that is very sad indeed.
My time on receipt says it was taken at 7:51 pm and driver first arrived at 8:10, but as a MANAGER she couldn't even MANAGE to get me my soda until 9:20 pm. When the driver finally made it to us he pulled up to the house going very fast and this time instead of using the driveway he pulled off the road in our grass. Because he came to door looking very angry and was just like "here's your soda" (no apology). I didn't say anything because I knew it would cause a scene in my quiet neighborhood. Needless to say I am very disgusted with the service I have had and will not be returning to at least this PIZZA HUT in Lusby, MD ever again.
DES MOINES, IOWA -- Pizza Hut will NEVER be getting my business, my friends' business or anyone in my job's business (Music industry). I have traveled around the world, have ate at NUMEROUS Pizza Huts all over the place, and lo and behold, where I happen to be "Stationed" for my job at the moment in the USA is the WORST service, attitudes and food I have ever gotten from ANY Pizza Hut. The store number is "4320."
It was on the night of 17, January 2012 around 20hr (8PM). My other half called the only Pizza Hut in this area that will deliver to my house. We have had a Horrible experience once before from this store, but had a bread stick craving and ended up wanting to place an order of just bread sticks (which we did in the past) and we had no issue at all, even though it was just one order. I probably did this order 3-4 times without ever getting any hassle even though the order was under the $10.00 delivery minimum, and we live close to the store.
The second time we ever ordered from this store, we had a massive issue from this store. It took them 3x delivering and 2 1/2 hours later to get an order of a "P. Zone" (Stromboli) and an order of bread sticks. The original time they came to the door to give us an order, the food was cold and under-cooked. The dough was cold and raw, the ingredients were cold and the bread sticks also under cooked and cold. We waited over an hour to get this kind of slop. We had to call the store where they said that they would redo the order then send it back out.
The second time that the food came to the house, it was still the SAME problem. So, we called the store, once again, and had to wait to get our food... again. This time, we just had them send a Pizza and the bread sticks. 2 1/2 hours after placing the order, we FINALLY got an "alright" pizza and bread sticks that were nothing to talk about. But, at this point, I was starving (it was also around 22.30 by this time) so I just sucked it up and ate the little bit that I could... mainly ignoring the quality of what I was eating.
On 17, January 2012, I had another bread stick craving, so thought that as a little side-treat, I would order myself some. We had a younger female answer the phone that had the typical teenage/early 20s attitude of today's society. Short, rude, inconsiderate, etc... typical teen attitude. It got so bad, we just asked to speak to the manager on duty. Well, this really did not do the trick at all.
The manager happened to be yet another one of these (maybe) in the early 20s attitude. He was insisting that I either get over the $10.00 minimum charge or else, especially with the tone he used (which I will not and do not accept or take at all)... I do not get my order. After arguing with him for around 10 minutes or so, I had to order 2x orders of bread sticks.
After we finally waited 55-60 minutes for bread sticks, and for someone to drive under 2 miles to get to my place, who had a nasty attitude and was mainly 1 step away from brain-death... (Mind you, this is Des Moines, Iowa. This town is DEAD. No traffic, nothing ever gets that busy etc.)
I take a bite into the first bread stick to find it cold and raw on the inside but rock hard on the outside. The sauce that I got may have been red dyed water with mild flavour. Of course, we immediately called back to tell them what was going on regarding the issue. A younger man answered the phone and had a decent attitude. He told us that he would get another order out to us A.S.A.P. We got our order in around 25 minutes. We had a different driver, who was polite, and had warm bread sticks, that were cooked, and sauce that actually tasted like Pizza Hut sauce. The problems do not end there.
We tried to call corporate, but they were closed for the evening. I ended up on the Pizza Hut corporate website and wrote them an e-mail explaining what was going on about this issue and that we had had other issues with this store in the past. I, of course, explained the situation in full with as many details as possible. I gave them 2 mobile numbers for them to call along with 2 e-mail addresses for them to contact myself and household through. What did we get back... Nothing.
I wrote to them again and again (ended up to be 5x-6x over) and never any response, negative or positive. Come today, we finally got hold of someone via phone. This "customer service" representative right away was trying to get personal information asking for name and phone number associated with the complaint. He asked if he could have a moment to look up in their computer systems about the past complaints that had happened.
Then, he asked if he could put on hold. The answer immediately was "No." (Getting put on hold with these companies is a great way to make you sit and wait, get brushed off, and to just sit there with dead air until you get cut off. They TRY to get rid of people and issues, but it does not work with us). He asked if we could just sit while he put the phone down but no longer get put on hold. So we waited for him to look up the information and pick up the phone once again. He left me sitting on the phone around 10 minutes of what sounded like "Dead air." We called the rep's name in a louder voice to get his attention to see what was going on.
That is when he came back to us and told us that he saw the other complaints that we had made regarding the complaint for 17, January. He then proceeded to tell us what "alleged" action was taken on the complaint, and we had to stop him half way through, since we noticed we were getting told one HUGE lie. I was told that an attempt to contact me had been made and a message left on the voice mail when I supposedly did not pick up the phone. We explained to him that we had never gotten any phone call or contact of any kind. If they had called, it would not of only shown up on the mobile that there was a missed call, but also that a voice mail was left.
Plus, our voice mail gets checked numerous times a day. They never called. Best part is, a MANAGER supposedly called. The "customer service" guy says that he believed what we were telling him and that he is going to forward my complaint (if it happens, we will be completely shocked) further up the Pizza Hut management food chain.
If we actually get this call or not (I am guessing not), only time will tell. We will NOT give up on this matter. This is not "customer service." This is NOT how you handle an issue in ANY field. This will NOT be left until proper measures get taken. (I would love to see at least the girl who originally picked up the phone fired... doubt it will happen.) More than likely, we will be offered free food (which I do not want. Especially since 99% of the time, I only eat health foods. This was my one little treat to myself that I take once-in-awhile).
If anyone has to come, or lives in this state of Iowa (unfortunately), STAY AWAY from most Pizza Hut stores. Issues happen in most stores in the mid-west than I have ever heard of anywhere else on the globe. This now seems to be the sickening "norm" for people who happen to be in these type of jobs/positions. More people need to call, and keep calling, about these issues that go on, and do not stop until the complaint is acknowledged and taken care of the best and fullest way it can be.
It would be nice if it would teach the companies and the employees that bad service, bad food and nasty attitude employees are NOT acceptable nor will be tolerated in any form or fashion. Good, true and real customer service is a thing of the past and highly needs to come back. Unfortunately, with what is out in the World today, I do not see this happening any time soon.
ATTALLA, ALABAMA -- Yes, I am a 46 yr. old lady who is bedridden in a nursing home and I have to go to dialysis 3 days a week in an ambulance. I really like Pizza Hut supreme pan pizza. I have been in the nursing home going on 2 years. I have ordered 6 pizzas from Pizza Hut. Out of the 6, only 1 was good enough to eat. To me that is bad for a company to have only one decent enough to eat out of 6. I would have been better off with a DiGiorno frozen pizza and let me add my own cheese.
Example: it was mother's day last year and I wanted a pizza, because I have 3 boys and they were not able to come and see me and I was very upset about that, so I decided to treat myself and ordered delivery. Well, I called the local Pizza Hut and when I was on the phone with the girl, I gave her my debit card number then I said "Hey let me call you right back, I forgot to call my bank and check my balance, I knew it was close." So I hung up, immediately called my bank and it only took a few seconds, I am a fast dialer lol and I was already overdrawn!
That girl at PH ran my debit card through despite me telling her I would call her right back. So I called PH back and said, I said this is so and so and I need to talk to the girl that was taking my order. She said she got sick and went home. I had just talked to her 1 min. before?
I really believe the 2nd phone call was the one who ran my debit card through. I ordered a pizza. It was delivered and it was crappy. I had to call my dad and get him to make me a cash deposit in my checking acct. The next day before 2 p.m, so I would not overdraw. I tried to complain to PH on their website, but it is impossible. I fill it out in minute detail and when I hit submit, it says, remove any special characters. Well, I don't have any special characters. This is a plan from PH to not have to hand out refunds because of their inferior food products.
I brag to people that there is no other pizza to order except Pizza Hut pan supreme. Is it true that they take vegetables off the salad bar and put them in the vegetables so they go on the pizza to save money? Oh, I hope not. Why will the website complaint dept. work right? I want a refund on my mother's day disaster. The last pizza I got was the special large hand tossed one topping for 999. My son picked it up 20 minutes away and when I first saw it, it looked like it had been baked early that morning and sit out all day and I was the lucky one to get it. It was after 8 pm when I got it.
I have bought 6 pizzas from 2 Pizza Huts in the last 18 months, and only one was great and the other 5 should have been returned and refunded. But, I am in a nursing home and have no way to do this. I would love to be refunded the 5 pizzas, but I know they won't do that. Even though, I have been a customer for over 25 years. If they would just refund me the mother's day pizza, I would be happy. It is bad not to be able to see your 3 boys on mother's day and then get excited about eating a pizza and then get treated like I did. Pizza Hut, what are you going to do for one of your long long time loyal customers for her mother's day disaster?
Honestly, for a lot of what's posted on here, if these things had happened to me I'd be pissed too. However, for issues such as Extra Cheese not being counted as a topping or a manager not yelling at other customers for you...we're really not allowed to do that.
Pizza Hut in general is very strict on these matters, and the employees often have absolutely no wiggle room on their policies. I often work phones, and let me say; people are very misunderstanding when giving orders over the phone. They can't see that you're working hard to get this POS computer system (MS DOS, in all honesty) up and working like it was a moment ago. If it doesn't accept your extra cheese as a topping, I'm really very sorry, but I can't re-program the system and it won't let me place your order w/o those other toppings and/or charging you an extra $1.50 for freakin' cheese.
It's ridiculous, yes. But can I change it? No. So please don't yell my ear off over the phone about it, it's really very rude. Especially considering that I rely on this job and am trying very hard to be polite to you. Some people don't know how to treat others with respect; trust me, I get plenty of belligerent individuals for customers (as do my coworkers). This is why I do my best to treat each customer as an individual. I'm not about to treat table A1 like crap because a kid at D3 kicked me. I, in turn, would like this same respect.
If your daughter brought home bad grades, your bf broke up with you, your husband didn't do the dishes, or Woofie just ran away; I'm really very sorry to hear that and I'll try to cheer you up. But please, do not mistreat your server because of something that's going on in your personal life! My dad's in the hospital right now, but I still come out to every table and answer every phone with that Barbie-brand smile plastered on my face. Why can't I get that back? It's called "Customer Service", not "Server Abuse".
Also: It takes about 15 minutes to make a pizza that is cooked properly. I would never serve you something I knew to be cooked for less or to be left out as it would probably give you food poisoning. For those with little ones that don't like to sit still I recommend carry out or asking your server for some crayons and a coloring mat (often we have them but they're low so we don't usually bring them out). If you asked your server, you could probably get them (if, of course, they're in stock).
I am VERY sorry there were no booster seats available, I've never seen a Pizza Hut in MI without them, but I'm sure it probably happens now and then. I watched my little cousins on a daily basis for about two years (which included taking them out to eat) so I know how difficult of a situation that can create. I very much hope that you'll give perhaps another Pizza Hut store near you a chance!!! ^_^ Thank you for your time!
LEES SUMMIT, MISSOURI -- No words can begin to describe the anguish I recently experienced because of the poor training and unprofessionalism of Pizza Hut employees. I placed an online delivery order from the Pizza Hut website using an online coupon. I've ordered from this exact same online coupon before. The only difference was that last night I elected to pay with cash instead of with my usual debit card payment method.
After waiting an entire hour for the pizza and Pepsi to be delivered (it was a combo coupon for a large one topping pizza and two-liter of pop), I was greeted by a very rude delivery driver. He was tall with dark, long stringy and greasy hair. He wore jeans and a stained up sweatshirt. (His appearance alone was deplorable -- especially his unkempt hair, which looked unprofessional and even on the verge of being sleazy -- but I would have overlooked it if the next events had not transpired.)
My son is who initially went to the door. He paid the driver in cash and the driver gave him the pizza and pop. My son closed the door and the guy walked away. But in less than 45 seconds, the guy was back on the doorstep ringing my doorbell again. "I need a coupon for this," he said when I opened the door. "And how did you order this? Online or by telephone?" I said that I ordered online and that I never before was asked to give a coupon for it. The coupon is online and you click on it in order to receive that special price when you're placing your order.
"Well, you're either going to give me a coupon or I'm going to have to charge you 4 more dollars," the guy said. Outraged, I told him to wait while I pulled up the coupon on my computer. The door was still open while I went into the next room to start my computer back up. (I had shut it down after placing my order.) My two-year-old daughter was standing in the doorway. It was very cold outside and I could feel cold air pouring into my house. She is just getting over a cold and the last thing she needs is to take more cold, so I told the man that I was going to have to close the door and would be with him as soon as I could print off the coupon.
Not even 30 seconds passed by and the man was again ringing my doorbell. "I have other orders to deliver and you're just going to have to produce that coupon now, give me the pizza back, or else pay me the extra money," he said when I opened the door back up. In shock by his bluntness and rudeness, I told the man that he was just going to have to leave then. I said that I had the pizza and he had the cash, and he would have to just leave my property if he wasn't going to wait a few minutes for me to print off a coupon -- which I shouldn't even have to print off in the first place because I've never had to print it off in the past.
He then said that if I didn't give him the extra money right then or the pizza back that he was going to report the pizza as being stolen. I completely lost my patience at that point and told him to wait a "** minute" while I went into the other room to print off the information from my computer. I also told him that I was going to report him for this and that his behavior was beyond what is acceptable.
The man judgmentally said that I shouldn't cuss in front of my kids. He also said this as his eyes shifted around my kitchen, focusing on a television set and other furniture items. He never once made eye contact with me when I was trying to talk to him. He just continued to look around my house at my household belongings, which was also rude and was even making me feel uneasy -- as if the man was really here to case my house so he could come back and steal from me.
My computer had just booted up at this point in time. I told him to wait and said he could even wait in his car until I got the coupon printed. I still had to pull up the Pizza Hut web site before I could print off the coupon information. I closed the door again and went back into the computer area. I had just arrived in front of my computer when the man again rang my doorbell. "I need the money NOW!" he said very sternly when I opened the door again. "I'm giving you one minute to print the coupon off or else I'm reporting this as stolen!" He threatened me. "Either produce the coupon this moment, pay me 4 more dollars, or give the pizza back."
Now bear in mind here that I had already paid him in cash the exact amount I was told to pay online when I placed my order. So I did not owe him anything else. I had NOT stolen anything and was now only being harassed because he was insisting upon a coupon that was online and that I had never before been asked to print off when I placed an order after clicking on the online coupon. He was further harassing me with his attitude and unwillingness to give me sufficient time to "produce" his coupon. His attitude was absolutely abusive.
By this point I had totally lost my respect for the man. All he was doing was harassing me and was basically making it impossible for me to even get a coupon printed off to give him. I was still standing in the doorway, in shock over his rudeness when he again pressed for the coupon, extra money, or the return of the Pizza. I told him I was not giving him the pizza back until he first gave me my money back.
He hesitated for a brief moment and then dug into his pocket and counted out the money my son had just paid him. He even had a tone about the amount, a tone that communicated without extra words he was angry that he was giving me my cash back. "Here's your money back!" He said as he threw my money at me. I went back into the house, grabbed the pop and literally threw it onto the porch. The pizza was in the living room by this time. I went to the living room to get the pizza and then handed it to the man. (I did not throw the pizza, just the pop.) I told him to leave my property that moment or I was going to call the police.
So you can visualize how quickly all of the events transpired, approximately five minutes had passed since the man first rang my doorbell to deliver the pizza until the moment when the pizza was returned to him. It takes my computer a few minutes to boot up. My computer had just booted up when he was giving me the "one minute to produce the coupon" ultimatum. And most of those five minutes in time were spent with the man continually ringing my doorbell and keeping me from even being able to print off a coupon
In other words, he didn't even give me sufficient time to pull up my computer and print off the coupon! What he was really doing was harassing me to pay him more money. He was 100% belligerent and was not at all patient enough to wait for something that he claimed he needed. After he left, I immediately tried to call the Pizza Hut store where the pizza delivered from. I was instead sent into a call queue for all the Pizza Hut stores in the area and was placed on hold for about 20 minutes.
During this time period, I tried to find another Pizza Hut number in the telephone book. None of them dialed into any of the stores. I then looked up the customer service number on the Pizza Hut website (it says "For Urgent Matters [call] 1-800-948-8488"). I dialed this number on my cell phone and was placed on hold with them for another 10 minutes before I could even talk to a person about what had just happened. (The fact that I could not immediately talk to someone about what had just happened only added to the issue and made me even more offended by Pizza Hut than I was before.)
I finally got to talk to a customer service representative at the "Urgent Matters" phone number. I told her everything that had happened. She took down my name, phone number, and address. She then wanted to send me out a coupon for a free pizza. I told her that that was not going to hack it for me. This experience was so deplorable that I had no desire to ever order from Pizza Hut again. So then she offered me two free pizzas.
Now bear in mind that I have NO pizza anymore. I had waited an entire hour for the pizza to be delivered initially. I then faced the WORST delivery experience of my life and was treated so rudely that I felt that I had no choice but to give the food back to the delivery driver. I told her that she would have to give me 10 free pizzas before I would even begin to feel compensated, and even then it wouldn't be good enough.
(This is not an issue where an ingredient was missing from my order, my food was too cold, or I had a hair on my food. This is a case where I was totally mistreated by a delivery driver and had my food taken from me because he was not willing to wait for something that I never before was even asked to provide.) I then said that what I needed was for this issue to be addressed tonight. I needed this man's manager to be contacted and for me to get a call back to let me know that this issue was taken care of and that nothing like this would ever happen again.
I also told her that I felt so uneasy by this guy -- who literally threatened me (saying he would report the food as being stolen), looked around my house (which made me feel violated), and was so rude that I don't even feel safe enough to order from Pizza Hut again. I do not ever want this man on my doorstep again and will definitely call the police if he ever does return to my door in the future! The customer service representative was not at all understanding of my situation. She even threatened me with, "Well, if you want a call back, then I can't send you any free pizza coupons." As if what I wanted was free pizza!
What I wanted was for Pizza Hut to reprimand this man for such deplorable behavior and to have some type of assurance that I would never again be treated with such contempt. When I asked to speak with someone that moment, the representative hung up on me! No customer should EVER be treated so rudely by anyone working at Pizza Hut! And I have to add now that after the customer service representative hung up on me, I will definitely not ever be a repeat customer again!
At first, only the driver could be blamed for such horrible treatment. Now that I have been mistreated by a customer service representative -- who by job description is supposed to make customers feel better about Pizza Hut and who is supposed to resolve issues -- I now see this entire situation as a corporate matter that goes all the way back to the main headquarters. This company does not effectively train employees to treat customers respectfully, professionally, or with the kind of quality care that keeps loyal customers coming back in the future.
Let me try to summarize this whole situation. I was mistreated by a delivery worker after waiting an hour for food when I was hungry and have two kids to feed. My food was then taken away from me because the driver literally harassed me to print off a coupon that was on the web site and that I had NEVER before had to print off after clicking on it. He would not give me time to even print it off. He rang my doorbell countless times every 30-45 seconds, threatened me and tried to accuse me of stealing something. He then left me with no choice but to give the food back.
Then I was not even able to call someone locally to discuss what had happened. I had to wait on hold for 20 minutes and then another 10 minutes just to talk to someone. Then, instead of the true issues being addressed and the customer service worker making me feel better about the situation, I was hung up on by the customer service representative because I insisted on this matter being addressed the same night.
Because I have a car with a flat tire and cannot leave my house for that reason, I had to call a relative to bring us dinner. We were not able to eat until 2 hours after the Pizza Hut incident, which was 3 hours after I initially placed my online order. I spent most of my evening trying to get this matter addressed by Pizza Hut -- all to no avail. Does Pizza Hut really feel this much contempt for it's customers?
Pizza Hut will find that this once regular customer is now no longer a customer. Why? Because Pizza Hut hires inept workers who harass loyal customers, do not immediately address valid issues, and actually leave the customer more upset than they were to begin with. (And those free pizza coupons were just an insult! I needed to hear something that would rebuild trust. Not totally destroy it. I needed this issue to be addressed IMMEDIATELY with the local manager.)
I know that most people have never experienced anything like this. I had never had such an experience until last night. But please take my advice. DO NOT EVER PATRONIZE THIS COMPANY. You may regret if if you face a situation comparable to the one I faced last night, a situation that led to anguish, extended hunger, and a still unresolved status.
KISSIMMEE, FLORIDA -- While down in Disney World for vacation, my wife and I didn't want to eat too much in the parks to save some money. One night, before going back to the hotel, we decided to get some dinner. While driving along, we saw a Pizza Hut and stopped there. We placed an order to go for a large cheese pizza, bread sticks, and their wedge fries. We were told it'd be about 15 minutes.
We waited around the Pizza Hut, and around 20 minutes later, we got our food. The problem was that the wedge fries were missing. I checked my receipt to make sure I was charged for them, and I was. So I went to the person at the front and asked about the fries. They said that it'll be 3 minutes, that they forgot to put them in because it takes only 3 minutes to make them.
They were honest that they forgot, no harm no foul. About 10 minutes later I still didn't get my wedge fries. When I approached the person at the front again, they were surprised that I didn't get my fries. Sure enough, they said that the fries were just in the back there, ready, it's just that no one brought them out to us.
So what should have been a 15 minute wait for our food, ended up being a 30 minute wait. They didn't apologize when they brought the fries out to us. This won't deter me from visiting a Pizza Hut. This was probably just an isolated incident at this one location. I don't mind waiting really, but when I'm forgotten about, that's when I get a bit annoyed. When I'm forgotten about twice in the same visit, on a to-go order, I feel obligated to write a complaint. On the plus side, the food was decent. It was colder than I would have liked, but I was really hungry, so it wasn't that big of a turn-off.
FORT WAYNE, INDIANA -- Last Friday, June 29th, a major storm with winds of 91 mph hit our city in NE Indiana. As expected, nearly 100,000 people and businesses ended up without power. Some won't get it back until this Wednesday. Since we had no power, my partner and I decided to try KFC as we hadn't been there for a while. They had power, but also an overflowing (with cars) parking lot, so we went next door to Pizza Hut. They were busy as well, but we decided to give it a try anyway.
As we got to the door, we noticed the line of people waiting was to the door which was about 20 feet from the check-in stand. The manager was taking names and told us it would be about 20 minutes for a table. We decided to wait. During that time, the manager kept everyone in line updated on how much longer their wait would be.
Once our name was called, the manager took us to a table and took extra care and time to find an easy route to the table as I have to use a walker, making it difficult to maneuver through a crowded restaurant. It took our server a bit of time getting to our table, but we didn't mind as we needed time to review the menu. Once she got there, she took our order and headed off to turn it in. We headed to the salad bar at that point.
As we were eating our salads, I had a chance to observe what was going on in the restaurant. The manager bused tables, delivered orders and kept things running very smoothly. The staff hustled to get orders taken and delivered, checked on drinks and how the meals were and generally made sure customers were happy.
I have to say that this was a situation where things could have gone downhill very quickly had the manager not kept things under control and the staff hustling to get food out. I've sent the Chief Operating Officer of the corporation a letter commending the manager and staff of this restaurant. I hope these folks get a well deserved pat on the back!