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Mad at Pizza Hut

post #1 of 15
Thread Starter 
We ordered out tonight and had a bad experience. Thought you guys might want to read this email I just sent to their customer service.....

"We have just had a very frustrating experience with Pizza Hut. We phoned in an order for pick up at the Newmarket store and recieved our two pizzas. Upon returning home, we were dismayed to find that one of the pizzas has very little cheese on it. In fact, 1/4 of the pizza has no cheese whatsoever and is topped with what can only be described as baked tomato sauce.

I called your call centre and spoke to the first representative (after at least 3 minutes of hold). I was told I was being transferred to your customer service reps. Instead, I was hung up on. I redialled and spoke to another rep, whose response to my complaint was "yeah...and?". I asked to be transferred to customer service. I was put on hold for a further 4 minutes, until another rep came on. She (Karen, the only one who spoke her name clearly) was not with customer service and wanted to take my order. I explained the situation and she once again transferred me to hold awaiting customer service. After 7 minutes on hold, the line was once again disconnected.

I am a great fan of Pizza Hut and enjoy it immensely. It has always been a favourite, demonstrated by the fact that we had to drive 20 minutes to pick up our order. I am sad to say that, unless there is some resolution to this apparent incompetence in dairy product distribution and the following disturbing show of coporate indifference, Pizza Hut will no longer enjoy our patronage. I would hope for a credit for the pizza and an apology regarding the disorganization and general lackluster performance of your representatives. I am eager to see whether the corporate offices of Pizza Hut truly take their customers' satisfaction to heart.

Awaiting your reply, "

What do you think.....too harsh or too nice???
post #2 of 15
Your excperience at Pizza Hut is why I always check our pizzas before leaving the store or before the delivery person leaves. On a Friday or Saturday night things can get messed up quite easily from the rush and volume of orders. But even with that said somone should have noticed that boo boo when it came out of the oven.

Did you take the pizza and ask for a refund or a remake. More than likely they would have done that for you. I know one timeI ordered from Pizza Hut and had to go pick it up and the cook messed our order up and had to redo it. And the manager threw in an oder of bread sticks for free because of my long wait and because of the boo boo.
post #3 of 15
I think that it is very professional and will get a fast response if they do truly care about their customer service. That is also a reason why I check before leaving. If you go to Papa John's they always show you the pizza before leaving to make sure the order is correct. If they forget, you get something added for free, which is one reason I like their service.
post #4 of 15
Thread Starter 
Quote:
Originally Posted by Ping View Post
Your excperience at Pizza Hut is why I always check our pizzas before leaving the store or before the delivery person leaves. On a Friday or Saturday night things can get messed up quite easily from the rush and volume of orders. But even with that said somone should have noticed that boo boo when it came out of the oven.

Did you take the pizza and ask for a refund or a remake. More than likely they would have done that for you. I know one timeI ordered from Pizza Hut and had to go pick it up and the cook messed our order up and had to redo it. And the manager threw in an oder of bread sticks for free because of my long wait and because of the boo boo.
No, because, as I said in the email, we live 20 minutes away and couldn't be bothered to drive all the way back as it had already been over a 40 minute trip to get the pizza in the first place. We definitely should have checked before we left the store, but to be honest I'm a lot more angry about the customer service (or total lack thereof) than the mixup with the pizza. I do realize mistakes happen and it's a busy night. However, being disconnected twice after a total of nearly 15 minutes on hold, plus a rude rep, is just too much for my taste.
post #5 of 15
Pizza Hut doesn't care about customer service or customer satisfaction. I had a similar disappointing experience with them a couple of years ago, and I will never go back. I ordered a large pizza for delivery. After it was delivered and paid for, I discovered that it wasn't the toppings I ordered, but the size was correct. I phoned the Pizza Hut back and they offered me a replacement pizza. One was delivered, but it took well over an hour (by the time it was delivered, it was almost too late for dinner.) When I opened the box, it was the correct toppings, but the wrong size (medium.) I again called the restaurant to ask for a refund of the difference. I was told that they don't give refunds. I asked for a credit on my next order and that was refused also. I used to really like Pizza Hut's pan pizza. I will never return there. Besides, now I've discovered Jet's Pizza.....I'll never look back!
post #6 of 15
I think what you need to do is speak to the manager of that particular store and calmly explain your problem. Each store is a franchise (I believe) and the management of that particular store is where you need to get your problem addressed.

I also like Pizza Hut and have had excellent service from them. As I said, I believe it is your local management that has the problem.
post #7 of 15
One of the workers told me that the price of cheese had went up so much,that they were being made to use less per pizza to keep their prices down. I had to ask....cause I have to have the cheese!!
post #8 of 15
I have only ordered delivery from Pizza Hut a few times and didn't have any problems. I have eaten in their restaurant on several occasions and other than the staff being run off their feet at lunch time, the service wasn't terrible.

I do have a humdinger of a pizza delivery story though!

For years I was ordering from a place called "********". The price was reasonable and while not the best pizza I had ever tasted, it was worth the $20.00 for 2 pizzas and a 2 litre soft drink. Delivery is stated to be 45 minutes but was usually an hour. The pizza was never piping hot on delivery but I never complained about that because I have a microwave. However, on occasion the crust would be brunt..blackened areas.

One time I called after waiting 1 hour and was told my pizza was on the way. 15 minutes later it still had not arrived so I called again. 90 minutes it still wasn't here, so I called again. It took 2 hours for my pizza to arrive!

When it arrived it was cold. I heated up 2 slices. I was so hungry that I practically inhaled the first slice without tasting it. As I was eating the second slice I noticed that it was really bland and didn't taste the same as it usually does. About 1/2 way through the second slice I realized that my veggie pizza only had a few very thin slices of tomato on it and no other veggies.

I called Jumbo and talked to the owner/manager and told him the problem. Now most places would apologize and send out a new order and take the old one back. Not this place! He actually called me a "liar." He said I was lying and that he personally inspected my pizzas before they left their restaurant. I picked through a slice and told him exactly what I was seeing and he still refused to believe me.

He told me that he would send someone to pick up the pizzas so that he could look at them and decide for himself if they were wrong. If they were, he would have 2 new ones sent to me. If he found them to be ok then he would send the old ones back to me. I told him that wasn't acceptable and that I wasn't going to wait another 2 hours for pizza to arrive and that I wanted 2 new pizzas delivered and that they could take the 2 wrong ones back.

The driver showed up at my door empty handed. He was told to pick up the pizzas and take them back to the restaurant for the owner to look at. I was fed up by this time and wanted my money back. The owner/manager was so rude, that I had visions of him spitting in any pizza that left the restaurant destined to come to my door and besides, this saga was going on for over 3 hours already.

I called the restaurant and demanded a refund. The driver spoke to the owner and was told to give me my money back. The driver literally threw the money in my face with the coins hitting me in the head and ripped the pizza boxes out of my hands so hard that the cardboard cut my finger.

That was the last time I ever ordered from there. I've never dealt with a restaurant that has provided such rude and inappropriate customer service as this place did. I was totally and completely disgusted at their lack of regard for the customer.
post #9 of 15
We're having a lot of problems here with delivery people getting robbed, I've just quit ordering delivery because none of the places here can keep drivers very long... Not their fault, people call with a fake address when the driver shows up they rob him.

That is very frustrating that you got your pizza like that, I wonder what their response will be.
post #10 of 15
Quote:
Originally Posted by Leli View Post
What do you think.....too harsh or too nice???
I think it's just perfect.
post #11 of 15
I think your response was right on the money. I hope you receive some satisfaction from this unfortunate incident. That is one of the reasons I dont like calling customer servive because you seem to get more frustrated after talking to a rep whose attitude is horrible.
post #12 of 15
Quote:
Originally Posted by Yosemite View Post
I think what you need to do is speak to the manager of that particular store and calmly explain your problem. Each store is a franchise (I believe) and the management of that particular store is where you need to get your problem addressed.

I also like Pizza Hut and have had excellent service from them. As I said, I believe it is your local management that has the problem.
I think this is the way to go...

Hopefully the manager will care, but sometimes with fast-food and chain resturaunts there isn't much room to be firing employees and everyone can seem a little rude (minimum wage isn't really the best...I've been there...but it's never right to be rude)

You are completely entitled to tell them how you feel, but if they don't change their ways and/or make it up to you somehow, just stop going...I love their pizza, but it's never woth it if you are treated so badly!
post #13 of 15
Did you get a reply to your letter?

I just remembered that I did have a problem with a Pizza Hut delivery. It wasn't the food though.

I had a friend over for dinner about 4 years ago and ordered pizza from Pizza Hut. I paid by credit card. The delivery was pretty fast, the pizza was hot and quite good.

About 30 minutes after the pizza arrive my friend left for a few minutes to go outside to have a cigarette.

When she came back she showed me a slightly crumpled copy of my delivery receipt! There was my credit card number clear as a bell on it!!! She said she found it in the ash tray on the wall between the elevators.

The driver had the nerve to toss out a copy of the delivery receipt in a public place where anyone could have picked it up and stolen my credit card number!

I called Pizza Hut and they didn't seem to think it was a big deal

I even called their head office and they didn't think it was a big deal. They said that they were sorry that the drivers actions upset me. Now what kind of apology is that?!

I have ordered from them a few times since, but I always make sure that I have cash on hand to pay the driver with. They don't seem to think that credit card numbers require any kind of special confidential treatment.

I hope you get better satisfaction than I got from them.
post #14 of 15
I think the email was perfect, but I still think you should go in and talk to the manger in person next time you are in the area. I worked for Pizza Hut for 9 years, and "corporate" is like a different world from the store itself. The manager himself needs know know about the mistake that was made so he can correct it. Explain to him the mistake that was made and take a copy of the email. He or she will most likely bend over backward to make you happy. And, he can check the schedule and see who was working to find out why that happened.

When I worked there (granted, it almost 10 years ago) we were technically supposed to show the customer their carry out order before we rang them up to make sure it was correct. It wasn't a rule that they were really strict about because on Friday and Saturday night it could get crazy. I don't know that that rule is still there, but you may want to bring that up to the manager as well.
post #15 of 15
I had a bad experience too with Pizza Hut. The delivery guy wasn't given our cheese sticks and didn't know until he got to our apartment. He said he was sorry and told me to call the store for another driver. I must have been the last customer because no one would pick up. On the fourth try someone did and rudely said, "Dude, we're closed. Quit calling us!". We called the next day, they said the main manager wasn't there to help us and to try another day. We did, same excuse! We both finally just gave up on it but I at least wrote a letter to the customer service. By the way, their service line doesn't work at last I checked.
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