We have ordered from Pizza Hut for years, with only minor disagreements here and there. We consider ourselves very loyal customers ordering pizza maybe twice a month. Recently we moved in Miramar, Florida and our troubles with this lovely Pizza Hut began.
With our first complaint, the representative we spoke with took our order and then proceeded to tell us that they could not deliver to our neighborhood. After being given the run around with the immature person who took our order I asked to speak with the manager. To my shock and amazement the manager then told me that they did not deliver pizza at all. You could hear the other employees in the background laughing the whole time. We hung the phone and dialed this pizza hut using a different phone, and we were dumbfounded when the pizza hut, that just told us they didn't deliver pizza, started taking our order. We slyly asked, "You do deliver, correct?" and the representative told us, "Yes." Needless to say, we did not have pizza that night. I called the Customer Service Help Line and filed a complaint. Several days later the District Manager called to do the whole apology for his restaraunt. We received 2 coupons for free pizzas several days after I spoke with the District Manager (who assured me all our issues would be addressed).
We decided a few weeks (give or take) later to use the free pizza coupons and give Pizza Hut another shot. They delivered the pizzas without a hitch.
Now, about a month or two later, we decided to put the incident behind us and resolved that it was one mishap and the District Manager had replaced the unprofessional employees. To our surprise, we were hassled yet again, being told that they did not deliver to our neighborhood. My boyfriend (who was ordering the pizza at this time) handed me the phone. I told the representative I was speaking with that I had just ridden in the elevator in my complex with a Pizza Hut delivery person. They said, "I don't know what to tell you, we don't deliver there." The phone was handed off to someone else that changed the story by telling me that they did in fact deliver to us, just not after dark. I asked to speak with a manager. I kid you not, when the manager got on the phone I felt like I was speaking with a crack dealer off the street. She reitterated that they did in fact deliver to us, but not after 8pm (notice that there are 3 different versions during this one phone call to whether or not they deliver to us). Though her words were a little less professional, "We aint deliver there right now". I asked her for the number to the corporate office so I could find out the real story. "Dey funna tell you the same thing", the manager replied. I said, "that's fine, I want the number for myself". After arguing with her she finally gave me the number so I could, once again, file a complaint.
I filed a 2nd complaint and received another phone call from the District Manager. I told him that I was not interested in his free pizza coupons, but that this issue needed to be dealt with on a high scale or I would need to take further action myself. We did receive a free pizza coupon on December 17th. Tonight, December 18th, we called this pizza hut, not assuming we would ever receive a pizza from them ever again. It was 5pm, way before it was dark, so they had no excuses this time. We told them we had a free pizza coupon from the District Manager and gave them our order. Nothing was said in regards to not being able to deliver. 30 minutes later we were called back and told that they would not deliver our pizza because, "delivering a free pizza has no gain for us". This is the height of my nightmare with this pizza hut. My boyfriend took the call, as I sat next to him listening through the earpiece. He asked to speak with a manager because the person that called him could not give him an exact answer as to why they would not deliver. Before anyone took the phone you could faintly hear the manager in the background saying, "Oh, that's the one that reported us to District, ya, i'll talk to them right now". No foul language was used, no demanding voices, no loud tones, nothing. We just simply wanted an answer as to why. Why is it that you cannot deliver to us a FREE pizza given to us by your District Manager. She argued to us that the coupon says carry-out only, which it does not. We have the coupon and will be willing to use it as evidence if we need to take this further. Her final answer to us as to why we could not be delivered a pizza was, "delivering a free pizza to you has no gain for us".
Amanda
Miramar, Florida
U.S.A.
0 comments