Pizza Hut

I don’t normally write restaurant reviews. I only think it’s really justifiable if something goes REALLY wrong. I mean, this is peoples’ livelihoods we’re talking about here. Well, tonight something went really wrong.
If I’m hungry for pizza, I wouldn’t typically turn to Pizza Hut. But, it there was wintery weather outside so we were looking for a delivery option, and this place is physically closer to us than any other pizza place, so we ordered two pizzas online from this Pizza Hut. It went smoothly. The website told us it would be about 45 minutes, even though we only live a mile away from the place. Sure. Fine. There were doing us a favor bringing it to us since it was snowy and the roads were terrible, so we didn’t mind waiting.
An hour and a half later, our pizza finally arrived. To his credit, the pizza delivery guy was very professional and apologetic. He should probably be promoted to manager of this place. It was really late in arriving, but ya know what, no big deal. Things happen. No big deal.
We open the pizzas up, by that point we were starving, and we discover that the orders were completely wrong. I’m not talking wrong as in they forgot one of the toppings. I’m talking wrong, as in, they gave us someone else’s order entirely. We’re so laid back that normally, we would probably just eat that pizza without a fuss, but seeing as how both pizzas were covered in pepperoni, this wasn’t an option as vegetarians. So we gave them to the neighbors.
So we call the pizza hut back to tell them the situation. They apologize and explain that our order will be remade and sent out immediately.
Another hour goes by. We call again, and ask what the hold up is. They tell us the pizzas were made and sent out and that they’ll call us back right away when they figure it out. They never call us back. We never get any pizza. So either they were lying to us about our order being remade, or the pizzas are just sitting in some guys trunk, which is unlikely.
Finally, four hours after the initial order was placed, we just called to cancel our order and ask for a refund. A girl answered, and after explaining the entire situation to her, she just puts the phone down and gives it to who turned out to be the guy that spoke to us before and told us the pizzas were being remade. The first thing he tells us is that ‘sorry we’re closed right now.’ Then he tells us that if we want a refund we’ll have to come into the store the following day to speak with their manager. So basically, you fail to make a small pizza delivery two miles away over the course of FOUR HOURS, and you’re going to make me come into the store to beg for my money back? Unbelievable.
NEVER EVER order pizza from here. Total allotted time: four hours and no pizza. This place doesn’t even deserve a single star. They’re dishonest, inefficient doesn’t even begin to describe how slow their service is, and worst of all, they’re unwilling to help or go out of their way even when they’ve completely ruined your evening. EXCEPT for the delivery guy. The delivery guy was great. Slightly older white guy, mustache, glasses… if any manager is reading this, GIVE THIS STORE TO HIM.

Sometimes pizza places get busy, which is fine. But lying is a whole other story. Ordered some food at 630. Wait time was an hour. Called at 800. Spoke with Amber. She says it is already on its way. Wait 30 more minutes. Call back and am told this time that my order was going out the door right then. Canceled the order because I don’t do business with dishonest people.

I live literally 3 minutes from Pizza Hut and Papa Johns. If that. Order delivery from Papa Johns and they estimate about 45 minutes. Get your pizza in about 20. Order from Pizza Hut and they estimate an hour. Get your pizza in about an hour and a half. This isn’t a one time occurrence. This is literally every time for both and the pizza is always cold. Why? If Pizza Hut cares about their brand, they should take a serious look at this location.

Do yourself a favor and go to a different location! Been to this location a few times since it’s opened. I’ve had nothing but bad experiences. Waiting fifteen minuets after they said it will Be done, I received two large uncooked pizzas and bread sticks that were hard as a rock. $ 25 worth of food that we threw away. I love pizza hut but something is off with this location. This location sucks!

This is the comment I left on P Hut’s «customer service» site, Sept, 22, 2013:
Nice, making the customer work to make a complaint. Just typical of Pizza Hut «service»!
I have never ordered from your new store # 29 370 (Portage Rd., South Bend, IN) — I live right around the corner from a Marco’s Pizza, but I thought I would give P Hut a try for something different– big mistake!
The guy who answered your phone LITERALLY could not take my order– he asked 3 times what I would like on my pizza! He couldn’t get my phone # right, he started getting an attitude with me as I became frustrated!
I finally asked for the Mngr. (Roland) who did take my order– total length of phone call to place an order for 1 pizza: 6 minutes, 47 seconds!!!
I wanted Deep Dish which was not available. I was told 15 – 20 minutes for my pizza to be ready. I got to your store in exactly 15 minutes and had to wait ANOTHER 15 minutes!
Also, when I got my pizza home it seemed as though it only had about half as much sauce as it should (it was dry, chewy, flavorless) and your employee did not cut all the way through the crust in the center, so I had to tear the pizza apart in little bits and pieces! My first time at this store– not very impressive!
And since I have to type all of this out anyway I might as well copy and paste it onto Unilocal,Google Reviews and Urban Spoon.
**********************************************UPDATE: As of 10-​2-​2013 I have not heard back from P-​Hut concerning my bad experience. I called their «customer service» phone # (800−948−8488) and after being on hold for 10 minutes and hearing the recorded voice telling me over and over again «Your call is VERY important to us!» I just gave up. P-​Hut does NOT seem to care about it’s customers.
***********************************************UPDATE: As of 10-​8-​2013,
2 WEEKS since I made the complaint about my bad experience, no call from ANYONE at P-​Hut. Even though I have had several «form» emails promising me someone would contact me soon.