This Pizza Hut is a joke. I made the mistake of stopping in this small town to rest on my way home from a long New England road trip. No restaurants around open past 9 PM but McDonald's and Wendy's which I absolutely didn't want, and this Pizza Hut, which i decided on.
I placed a delivery order at 8:18 PM. I received information shortly after telling me that this order would be delivered by DoorDash. "Great," I thought. "I can't wait to see how this goes wrong." At 8:49, the DoorDash tracker switched to telling me my order was out for delivery, but the dot wasn't moving. I called my delivery person, who didn't answer. I called the Pizza Hut, which didn't answer. I called again, they picked up this time, and I told them of the situation and they told me they would "transfer me to a manager"??? The phone rang 17 times (I counted), and then I gave up and hung up. Called again, this time a completely different person picked up. Could barely understand what they said. I had to explain the situation again, I was again told I would be transferred to a manager. I protested and said I was told that the last time I called, but they assured me someone would pick up.
A man answered who told me he would have to call the store to see what was going on. "Call the store?" I asked. "You don't work at the store?" He replied that no, he was a customer service manager. Pizza Hut outsources simple customer service calls! Even when you call the "store number," you're not really getting them. After putting me on hold for ages, he came back to tell me the store had marked my order complete and it was out for delivery. Meanwhile, the DoorDash tracker (that I never asked for, if I wanted it delivered through DoorDash, I would've ordered through DoorDash) now showed it had been assigned to a different dasher. I asked the "customer service manager" what was going on, and he said he couldn't give me any information and the real store manager would have to call me. I decided to call my new driver instead, and after explaining the situation to her, she went inside but kept me on the line. I heard a woman's voice tell her that it was already picked up, and she would have to take it up with DoorDash. My driver told me there was nothing she could do, and she would be cancelling the order in DoorDash. However, my card had still been charged by Pizza Hut, and I still had no pizza.
Deciding not to let incompetence ruin my evening any further as it was now nearing 10 PM and I had nothing to eat, I got in the car and drove through dark country roads to this Pizza Hut, which shares a shopping center with a Dollar General. Once inside, I told the woman at the front counter, who identified herself as the manager, what was going on and she simply told me "it's probably still out being delivered, and you're here talking to me and won't be there to get it." I tried to reason and told her I believe my order had been stolen by my first DoorDash driver, and she rolled her eyes at me and said "I doubt that happened, but even if it did, that's a DoorDash issue. You can contact them for a refund." I didn't order or pay through DoorDash! I asked how long a remake of my order would take, and she said not long but "somebody has to pay for it again because it's marked here as complete." We went back and forth for what felt like twenty minutes but was probably less than five. I started to raise my voice and get an attitude back because at this point I was starving and felt like I was on an episode of Curb Your Enthusiasm. The manager finally said "let me call somebody" and then disappeared outside, pacing back and forth on the phone along the front sidewalk.
When she came inside, she asked me what was on my order. I told her, and it was miraculously ready within ten minutes. I can only imagine the person she was on the phone with was her district manager who said something along the lines of "It's not coming out of your pocket. Stop being difficult. Make the order again." And for that, I am thankful. The order ended up tasting fine, once I finally sat down to eat it over two and a half hours after I placed it and a session of gaslighting from a Pizza Hut manager. Honestly a terrible final night of a really fun vacation. Also, they forgot the ranch for my wings. read more