America's Favorite Pizza and Worst Customer Service?

I can completely understand your frustration. I too had a similar
experience. I made a complaint to their"corporate"office on june 13th
2012. I was told the district manager would get back with me in 48
business hours. Ot is now 6/19 and I still have received no response.
I called the corporate office back and they said they will note it in
my complaint. This so called corporate office is definitely over
seas. I can't believe their customer service is so bad. I have been
a long time customer with pizza hut but customer service is a very
important thing to me. I have now made it my goal to get the word out
about their customer service. my hope is about their competitors will
use my experience as fuel to the fire against pzza hut.

Our local Pizza Hut has terrible customer service too. We don't eat
there that often because of the terrible service but we do give in
occasionally to our kids, who really love the pizza.

Delivery times are always a shaky thing. I always know that if I
request delivery, it's going to take a lot longer than pick up. It's
a shame the manager didn't give you that option.

I understand about the money situation, I really do.

Good luck getting ANY response from Pizza Hut at all, because I've
tried & tried and I've never received any type of reply from them, not
ever.

When we're out & decide to eat somewhere, we've been known to ask
convenience store attendants where the best pizza place is and
sometimes we just pick one based on looks. So far we've had really
good luck this way. I'm tired of Pizza Hut treating it's customers
like cr@p and thinking they're the best, because they aren't.

There is a world of difference between expectation and reality.
Delivery times are estimates. No one can guarantee a time of delivery
because there are too many variables in the equation. Alot can happen
between the placing of your order and when it arrives at your door.

Delivery times are estimates. They can't guarantee a delivery time,
there are too many variables and things that could happen between the
placing of your order and when it arrrives at your door.

I would be very upset about the lack of response for the email as well
but I'm not sure I would be as upset about the whole incident as you
were. Honestly my first thought when I read this letter was to do a
search on google for fast food places near where I was, find one that
I knew had a dollar menue, go there, get some dollar menue items, come
back, and eat. Or if the kids were really starving, let them go with
and eat in the car on the way back to the hotel. Usually though if we
were that strapped for cash we took stuff for sandwiches with us and
ate them instead of eating out or incase something went wrong or
places were packed.

Why would you wake your kids up after midnight to eat pizza? They were
already alseep, why boother them? You also said that after you ordered
the pizza you didn't have enought money left to order anyehere else.

What?

Sounds like a horrible experience. I would have taken a refund after
hearing about how long the wait would be. It always takes a few days
for electronic refunds to go though, thats why I use a credit card not
a debit card.

What does the delivery driver have to do with the poor service ?

I sometimes place orders online for my office and I cringe when Pizza
Hut is the group choice. Not because of bad experiences but because
the food is bad and the selection poor. Domino's is a much better
option. Anyway, yeah they don't display an estimated wait time, you
only get it AFTER your order. Yes it is possible to display it
beforehand, Domino's does it. So I know to call about wait time, but
you wouldn't have known. That does sound like a really poor
experience. I would not have expected to receive my order after
midnight either. Wow.

However, asking for your tip back is in poor taste. If you didn't want
to tip you could have chosen not to add a tip when you signed the CC
receipt.

I hope you weren't serious about expecting to influence an office of
250 over this incident? Yes I saw where you backpedaled later and only
said YOU wouldn't order from PH, but that's not what you said in the
later. If a coworker came to me to tell me not to order from a
business because they had a long delivery time on a holiday weekend
night, I would tell them how ridiculous they are. And I would order
from where -I- choose to eat. Do people really do this stuff?

I think the feedback about the wait time is good for the store. I
agree, having that show before finalizing the order would be helpful,
esp. when travelling and you don't know the store. Had that been
there, the rest of your situation would have been avoided.

One thought though, I wouldn't ask for the tip back. As you said, you
gave it because you knew it wasn't the drivers fault. It still isn't.
Also,

Few things

1. You said you ordered online I do know when you put in your address
it will bring up the closest Pizza Hut near you and it gives the phone
number, you could have found out that way and then called them.

2. How far away was Pizza Hut, a block. 5 miles, 40 miles, depending
how far, traffic (big city), and how busy the drivers where all make a
difference.

3. I know when I order online I can pay when they get here (I usually
pay by check or cash) maybe this being a bigger city (small here) they
don't offer that.

5. He did offer to refund your money, sure it would have took a few
days but he did offer and said he was sorry but you decided to take
the pizza anyway.

6. Very petty to ask for the tip back from the driver this was not his
fault.

7. Telling all your co-workers to avoid Pizza Hut will do no good, if
they want to go they will and to tell them not to is also petty.

Otherwise I hope the rest of your vacation was nice.

i did the pizza hut online ordering once or twice - I could have sworn
they told you the wait time before you placed the order. I do remember
that it stated my card would not be charged until my order was
completed at the store.

after the food has been consumed it's too late to demand money back.

at that point there's no way to tell if it was an actual complaint or
buyer's remorse.

That is absolutely ridiculous, to place an order at 10:45 or so and
not get delivery till almost 12:30...an hour and 45 minutes, really?
They should staff for weekends appropriately or customers will go
elsewhere. The wait time and cold pizza are valid points!

Wow, there is a lot of harshness. Maybe I am wrong to complain, but I
thought that was part of the function of this website. I am surprised
by the attitudes on here, but I will try to clear up a few items.
1. That is not the only money I had for the first night of vacation,
but yes, I am on a limited budget. I do not have a credit card
(personal choice) and try to be responsible for a certain amount of
money each day. I could have done something different, but I did not
feel I should have to.
2. I did not think to check my bank statement over the phone or
online. I trusted what the manager said when I called.
3. I ordered online because I felt San Antonio was a large enough city
that going through the phone book might have taken me on a phone chase
all over the place. I also did not have a phone book and the website
ordering seemed to be my best alternative. You are correct that I was
wrong in my assumption. I realize that they have not mastered the
online ordering (where they give you the wait time over the phone
prior and give it to you online after). I thought maybe Pizza Hut
would like to know that if they want to be a player in the online
ordering they may need to step up their game. After all why bother
with online ordering if the tried and true phone is always better.
4. I meant when I order pizza for a group/meeting lunch at my office,
I personally will not be ordering Pizza Hut. Not that I will have my
entire office boycott. I on occasion do order food for a large group,
and yes even though it is a large office bad service is a big deal.
5. My children had eaten about 5:30 during our drive. Yes they were
starving again. For realz.
6. Most of my irritation was the fact that I felt I couldn’t do
anything about the horrible decision I MADE by ordering ONLINE. If I
had ordered over the phone it would have been different. That is part
of my complaint.

LOL, you tip the driver and then demand the tip be returned? How
petty.

As for the rest...you could have called around and asked how close
they were to your hotel and how long it would take to deliver. I love
the internet and how easy it makes certain tasks, but sometimes you
just have to 'reach out and touch someone' to get the right answer.

It wasn't Pizza Hut's fault that you called late on a Saturday night
or that you were tired and on a budget, though I'll give you that they
should have gotten back to you sooner.

it comes off as a little bit petty to tell other people not to
patronize a certain restaurant or company just because one person had
one bad experience?

And in all honesty, this was late on a Saturday night and a holiday
weekend at that. I'm sure there were 4th of July parties going on all
over the place! While it's frustrating and unfortunate, the idea that
just because their busiest time didn't fit in with your plans seems an
unfair reason to badmouth them and refuse to ever frequent them again.

Your first night on vacation and the only funds you had available were
enough to cover a pizza order? (In response to "I couldn't order food
from somewhere else now since I was already charged".

You made your starving children wait to eat supper until after 11 p.m.
(the original plan based on when you ordered)? For realz?

And you want your tip back? Next time, stay home.

This doesnt quite add up. I have ordered online from pizza hut many
times using my debit card. on the time estimate screen, it also states
that your card would be processed at the local shop when the order is
ready.

are you sure your card was charged immediately, or, did you check your
balance online or over the phone. I realize some credit cards dont
have that option, but if you used a debit card, it would be easy to
tell.

Also, dont let your personal issue with pizza hut affect the office,
all that will do is create weirdness when your co-workers get pizza
hut (which they will continue to do if they do so already)

If you would have just called instead of ordering online, you could
have asked how long the wait is. By ordering online, you are at the
mercy of the system and the payment has already been made before you
even find out how long it will be. You bypass the whole personal level
of where questions can be asked.

It might be standard where you live to get your pizza in 30 minutes,
but you are in a whole other town and really have no clue what kind of
night the place is having or if someone ordered 40 pizzas ahead of
you.

It's also standard for charges to take a few days to be returned.

You went off af an assumption when your time and money was a huge
factor and it bit you in the rear. If it was THAT important to have my
pizza delivered by a certain time and it was the only money I had, you
can bet I would have called first to be sure.

I don't really know what you expect them to be concerned about? They
sent out a delivery estimate as soon as they got your order, per YOUR
method of ordering. I don't see that they did anything wrong. You are
the one that initiated an internet order on an assumption that didn't
pan out.

All of this would have been avoided with a phone call.