This took place tonight at the Davie, FL store (11316 State Rd #84).
At 8:08 pm, I called in an order to have 3 medium pizzas delivered, and I was told that it would take 40 minutes. After hanging up, I decided that it would be faster to pick them up, so I called back at 8:12pm and stated that I'd pick them up instead. I was told that they'd be ready in 15 minutes, so I left and arrived to the store around 8:30.
Upon arrival, I was told that the pizzas weren't ready yet, so I paid $23.29 and waited. After 10 minutes, my husband (who was outside) came in to see what was taking so long. As we waited, we could see through to the kitchen, and it didn't appear as if my pizzas were even being cooked yet. The girl who'd taken my payment (who I believe was named Hannah) and the rest of the staff had gone to the back, and my husband and I were left waiting alone in the front of the store for 15 minutes.
Finally, at 8:55, I became concerned and wanted to inquire about the status of my food. I yelled "hello!" several times, and still no one came out. My husband and I pushed the front door open, thinking that the door chime would make someone come out to the front. We could hear people talking in the back, but no one came. Finally, I began walking toward the back of the store to try to find someone.
I went toward the back, and saw Hannah and the rest of the staff. I apologized for walking back, but explained that I'd been calling for help and no one was responding. I then asked about the status of my food. Instead of acknowledging that the food was extremely late or apologizing for leaving us alone with no updates, Hannah began to lecture me, telling me that it was illegal for me to come back toward the kitchen.
I explained that I wasn't attempting to do anything wrong, but that I had no choice as I'd been yelling "hello" and trying everything I could to get someone to please help or acknowledge us. At this point, it was past 9:00pm and the pizzas still weren't ready. I then told Hannah that I'd rather just have my money back, as she was addressing me in an angry, condescending tone just because I tried to get some customer service. She then informed me that she didn't know how to operate the cash register and process a refund and that she'd need to call her manager, Anna, for help.
She proceeded to get onto the phone with Anna, but instead of asking for instructions on how to process a refund, she began complaining about my husband and I to Anna! I asked her to please let me talk to Anna, as I was appalled at how this was all escalating. Some of the other staff then walked over and tried to calm Hannah down and told her to go ahead and give me a refund. Instead, she continued to complain to Anna about me. I asked Hannah to please hand me the phone so I could speak to Anna, and she refused. At this point, I was in shock and disbelief at the way I was being treated, and I pulled out my phone and began to record the situation. When Hannah saw me record, she then became even more indignant and stated that she was going to call the police!
Ironically, the pizzas came out while this was unfolding, and I then told Hannah that I didn't even want the food anymore, I simply wanted a refund and to peacefully leave. At this point, Hanna had money in her hand from the register (which I presume was our refund), but instead of handing it to me so I could leave, she actually proceeded to call the police!
I continued to record on my phone, as I was stunned at the way in which she was escalating the situation. I repeatedly told her that all I wanted was to get my $23 and leave peacefully. Hannah at one point had 2 different telephones in her hand, presumably speaking to the police on one, and Anna on the other. Strangely enough, her other coworkers were going about their business in the background, seeming to ignore her antics. At one point, she even told her coworkers that Anna had instructed her to give me the money and let me leave. Some of them tried to convince her to do so, but instead she stayed on the phone and continued her call to the police.
I began pleading with some of the other staff to please help me, as all I wanted to do was get my refund and go home! Finally, one of the delivery men came over and asked me how much I was owed. He then proceeded to give me $24 in cash. I left the pizzas there and walked out. It was nearly 9:30pm by the time this all unfolded.
Needless to say, I'm shocked and dismayed by the ridiculous turn of events, and the fact that this employee actually called the police and escalated things to this level - when in fact, no crime was committed and nothing wrong was done on my part. I have video evidence of tonight's events, which I am happy to share. I have been a fan of Pizza Hut all my life and frequently ordered pizza on a very regular basis, but I don't feel that I can ever patronize this store or Pizza Hut again. read more