Pizza Hut - Delivery & Takeout
Reviews and Complaints

I am completely frustrated with Pizza huts online app. I tried changing my address and then placing my order and it still sent it to my old address. I also tried deleting this online app because it floods my email with spam and was unable to remove my information from this app. Pizza Hut customers service is very poor, I called and placed a delivery order and was told my order would arrive in 40 minutes and didn’t show up for an hour and a half almost double of what they told me and once I received my order both pizzas were incorrect and the wing weren’t right. They did not even bring napkins or paper plates as requested and all the delivery driver said (oh sorry I will let them know) I am completely dissatisfied with pizza’s hut online service and over the phone customer service... what a shame because I grew up eating pizza huts pizza and it has gone down hill.. oh and to top it off they now charge one dollar each for the little packets of red pepper flakes and Parma cheese..☹️☹️☹️

So they rave about their delivery tracker... however it is VERY vague and hard to get to. Sure it takes you right there after you order but heaven forbid you exit out of the link because it is impossible to find it again. Looked in my email, not there. Finally found it and it said “pizza is out for delivery” and that my estimated delivery was 30-45 minutes.. the same thing it said when I placed the order. I live 5 minutes down the road from this location.. it can’t take that long to get the pizza to my house. Surely it doesn’t mean that the pizza is going to be sitting in the box, in a car, for 45 minutes, when it has to travel 2.2 miles down the road. Apparently, that’s exactly what it means. My email said the pizza would be here by 6:30 but it is 6:50 and still no pizza. So I thought, ‘let’s check the tracker’ buuut that was no help at all. Can’t wait to eat cold pizza. At this point I should have just loaded my toddler and infant into the car and driven to the location to get the pizza myself. My kids would have been fed hot pizza and put to bed on time.

I’m not sure how the pizza tastes just yet.. I’m not sure how the carrier has treated me just yet.. but I am sick to my stomach due to the attitude the girl had on the phone when I called in..
probably the worst possible girl to answer the phone, 7:30PM on 10/03.. but she was quick to tell me it was a 30 minute wait.. then asked for my name in the most rude tone. Then asked “what do you want”.. I said “stuffed crust”.. she replied “what on it”.. again, in the most rude, narcissistic tone... I then decided it was best to hang up on her and place the order on the app, because if I continued I would probably make this girl feel so bad she wondered why she got the job at Pizza Hut. Honestly though, she was chewing food as she answered me, she was quick to throw out there’s going to be a long wait, she was quick to ask me WHAT YOU WANT.. nothing about her customer service was to be nice, presenting or informative. God bless, I can go on. But whoever she is/was, has to got to go! I just parked here at the Pizza Hut on Fry road and see the delivery drivers outside working their tail off.. but there’s this snob of an employee inside, Hurting these guys chance to get a good tip on a call in order. Once again, the 1 STAR is not to reflect on the pizza... the 1 STAR is to reflect on the service from the little girl who answered the phone on a call in order at 7:30 PM on 10/03.

A FINAL UPDATE: Three stars removed because Pizza Hut does not care about their customers. This app is so poorly designed that it “times out” instantly when attempting to leave feedback about the delivery experience. Attempting to reach the support team simply redirects to the Pizza Hut menu page. Absolutely horribly designed app, clearly not backed by a company that cares.

ANOTHER UPDATE: One star added back now that the delivery tracker seems to work. I still can’t tip the driver though. I understand if Pizza Hut is concerned about slow delivery or poor service after a tip has already been “guaranteed”, but at least let me add or adjust the tip after delivery, a la Uber Eats. See...that would be a value-add app experience not available on the website. UPDATE: After writing the review below, now the app doesn’t work at all. “Uh oh! Something went wrong. Please try again later.” No thanks...I went to Jack In The Box instead. The latest version of this app no longer allows customers to tip the driver. Instead we must write the tip manually on the receipt, just like we used to do in the 1990’s. Also, the developers still haven’t fixed the bug where the delivery tracker fails to track anything. It’s never worked and likely never will. “Loading your delivery tracking information...” It’s the bane of my existence. Look, I order Pizza Hut pretty much constantly. I’m a professional. However, the app needs to offer some functionality above and beyond the pizzahut.com website and right now it doesn’t. With the latest release functionality has actually been taken away.

This evening I ordered pizzas for my family for dinner on my way home from working a 12hr shift. I monitored the progress of my order on the app. I received notification that the order was ready so I proceeded into the store to pick up my prepaid order. The gentleman working the register asked if he could help me. I greeted him and said yes, I’m here to pick up my order and I give him my name which is also on the display monitor showing my order was ready at 8:20pm, it was 8:23pm. He then yells to someone in the back and turns back and tells me the orders not ready. The person in the back says, laughing, “we haven’t even started it yet but I can start it now”. I asked the gentleman at the register why does my app as well as the monitor show my order as ready? He proceeds to tell me how “crappy” the app is! I ask him if they’ve communicated this to the corporate office and he replies, “many times”.
I’ve never had this happen before so I’m not so sure the app is the problem. I asked when my order would be ready and he said 15-20 minutes. If I had not already paid for this order I would have cancelled it and gotten dinner for my family elsewhere. Blaming the app is not the way to correct error or give good customer services. I hope this is an isolated incident. My family orders from our neighborhood Pizza Hut often but there are other options near us. I’m writing this review as I sit in my car waiting for my order to be prepared. I have a 40 minute commute home from work and I like using the app so I don’t have to wait when I get to the restaurant. This has been a very poor experience.