ComplaintsforPizza Hut, Inc.
Restaurants
Additional Complaint Information
Customer Complaint:
Due to the volume of complaints filed against this business, BBB only publishes the details for 25% of the total complaints filed.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had been receiving notifications for about a week regarding purchasing a large pizza today and getting a free one on a separate day. I made a purchase on good ***** March 16th for a large pizza expecting to receive the second large pizza for free another day. I never received a coupon for it and reached out to Pizza Hut support about it and then told me they would escalate the concern and have someone call me back. A went by and no one contacted me back. I contacted PH once more and was told that the original ticket had been closed due to a coupon that had been used before (March 2nd) which I had also. ******* explained that even though they are currently still advertising and sending push notifications out to customers that they are willing to honor it. There wasnt any heads up that I could proceed with order but wouldnt receive an additional pizza for another day and this was a tactic to get more money out of me than I would have typically even spent on the random occasions that I do order from PH. The agent admitted that I still may receive push notifications and emails but they wouldnt honor them. I have screenshots attached with dates to prove that these emails were still being sent well after the initial time I ordered that shouldnt have been sent if they didnt intend to honor.Business response
04/09/2024
The Escalation team contacted the guest via email. Back Office got this incident and the guest was informed.Customer response
04/09/2024
I have reviewed the business response and accept this resolution.Initial Complaint
03/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On March 16th, 2024 I ordered a large pizza for Pizza Hut because the app stated "Buy a large pizza, get a 1 topping later for free." I never received that pizza. I called the corporate office on March 21st, 2024 and was told that the deal was only for March 14th, 2024 and they are sorry for any confusion. I stated that is false advertisement and it is still showing on the app as of that day (photos included). ******* told me my concern was sent to upper management and I would get a response in ***** hours. I called again on March 26th, 2024 because I still haven't received a response via email or call. I spoke to *** who stated that my complaint was in a que and they are busy, so someone will get to me but she doesn't know when. First the false advertisement and then a false expectation of getting return contact with a resolution. I shouldn't have to track down what was advertised.Business response
04/02/2024
The ********************* contacted the guest via email. Back Office got this incident and the guest was informedCustomer response
04/02/2024
I have reviewed the business response and accept this resolution.Initial Complaint
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The way your company is in *********** on ***********. Your waitress staff makes 475 an hour your other employees and production make more than 10 an hour but if you don't leave a tip on the table your other staff when cashing out put the tips in a tip jar and your waitress staff doesn't get the tip given to them or the staff that get random tips from online orders or walk-in counters. The waitress doesn't get the tip it goes to your managers who are making more than ***************************************************************************************************************************** the ones leading the store are taking advantage and dictating more work and less pay to your waitress staff. Very observant.Business response
03/27/2024
Thank you for your feedback to one of our Franchisee. Rest assured that we will forward this to store management for further actions. Closing this case now.Initial Complaint
03/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a large order of pizzas, received a confirmation, and waited. When it did not arrive as scheduled, I called and the guy answered and told me they were closed . Said he had a glitch or something and not to worry I wasn't charged. Meanwhile i told him that the money already came out of my account and he said well sorry there is nothing I can do. Meanwhile I drained my account for a party and had nothing left to order from somewhere else.Business response
03/28/2024
Our franchisee contacted the guest to apologize and discuss their experience. We appreciate the guest making us aware of the issue and giving us the opportunity to make it right.Customer response
03/28/2024
I have reviewed the business response and accept this resolution.Initial Complaint
03/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
They're running a special buy one get one free pizza. I did that and never got the free pizza. I've called three times I've sent emails each time they say they're going to send me my promo code and they never did. I know it's not a big deal but I want what they are advertising because that's false advertising and I'm done with companies doing that.Business response
03/29/2024
The ********************** contacted the guest via email. The Hut ******************* got this incident and the guest was informedCustomer response
03/31/2024
I have reviewed the business response and accept this resolution.Initial Complaint
03/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Original order placed 02/24/24 incident 03/19 confirmation number 3240224204748001314024920 $54.38 Another one 03/17/2024 *************************. $29.89 Pizza Hut has an issue with their app that does not allow people to sign in which is the root that caused this whole problem. They offer providing free pizza if you purchase with them. I called the customer service line and the First **** was helpful very patient working with a supervisor with the issue and my phone died. Called back on friend phone immediately got connected with ******* and I explained I was just working with supervisor and another rep and she disregarded ask for basic info and said case already open give 2-3 days for response and wanted to leave it at that after I asked to speak to higher up she didnt even try. She then hung up in my face saying oh my god which made me way more frustrated then lied putting notes saying I disconnected while I was literally talking mid sentence. Called back again got connected with very nice lady ** who placed me on hold to get me connected with supervisor and then advised he said he about to go on lunch and for me to call back didnt even offer to call me. Mind you this all happened within 30 mins of each other. I proceeded and asked ** if it was just one department, one supervisor and all worked from home using app Teams as resources for communication she said yes so I just asked for the name of supervisor and advised I was reporting to BBB. So instead of ****** the supervisor speaking to me at all to handle the situation or even explain the process he advised he going to lunch after knowing I called 3 separate times just to speak to him.Business response
03/25/2024
The Escalation team contacted the guest via email. The Hut ******************* got this incident and the guest was informedInitial Complaint
03/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I ordered pizza and 4 soda from Pizza Hut in ************** on 3/18/2024. My total was $19.28, when the process my payment they charged me $20.28. Called the manager today and she said they was no way they added a tip to my Bill I have proof from Cash App.Business response
03/28/2024
Our franchisee contacted the guest to apologize and discuss their experience. The issue was resolved by refunding the guest. We appreciate the guest making us aware of the issue and giving us the opportunity to make it right.Customer response
03/29/2024
I have reviewed the business response and accept this resolution.Initial Complaint
03/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
03/16/2024 ****** Pizza Hut **************** and Horrible ********************'s that made my daughter and niece sick.There is an employee at the ********** Pizza Hut who has it out for me, Everytime I order from there she is completly rude and she doesn't wash her hands.This employee named "******" called me back after I made a complaint to the shift manager pretending to be *******, that is her daughters name. She also has been letting her daughter sell cookies in the store without being in her scout uniform. She was also seen smoking with someone's order in her vehicle that she was going to deliver.She makes rude comments about me and I dont appreciate it. I also reached out to the manager and there has been no response. I want my money back.Also:My daughter and ***** ended up throwing up and having diarhea from eating the pizza. None of the pizzas had cheese on the top of the toppings. I dont understand why that would be. This is not okay; I am not the first person to complain either.Business response
03/25/2024
Our franchisee contacted the guest to apologize and discuss their experience. The issue was resolved by refunding the guest. We appreciate the guest making us aware of the issue and giving us the opportunity to make it right.Customer response
03/26/2024
I have reviewed the business response and accept this resolution.Customer response
03/26/2024
I found the original receipt. I paid 167 90 for the pizza and sides. I have a screen shot of what was spent. It was more than ******Initial Complaint
03/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a large pizza on3/14 , the pizza was wrong and not what I ordered . I have been calling the actual store and customers and no one has helped me to get my money back. I had to throw away the pizza . All they do is put me on holed for 30 minutes or more each time until I have no choice but to hang up .Business response
03/20/2024
Our franchisee contacted the guest to apologize and discuss their experience. The issue was resolved by refunding the guest and provide a store credit. We appreciate the guest making us aware of the issue and giving us the opportunity to make it right.Initial Complaint
03/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On Friday, March 1st, 2024, I ordered (1) Medium 1-Topping Pizza, (4) 20 oz sodas(1) Crushed Red Pepper Mini Shaker and (1) ***************** Grated Cheese Mini Shaker. The total amount charged to me for this order was $25.07. When I received my pizza on March 1st, the pie that was delivered to me was extremely cold. The order was placed at 4:58 pm and received around 6:15 pm. So, at the very least, the pizza should have been lukewarm, NOT EXTREMELY COLD. However, the pie I received looked like it had been sitting out in the opening all day.Pizza Hut is currently running a promotion where customers can get a Free Pizza on their next order. After I placed my $25.07 order, I was supposed to receive a link to my app for the free pizza. However, the company did not honor the promotion. When I followed up with Customer Support for ******************** about the poor-quality food that I received and the promotion that wasn't honored, I was told that my concerns would be forwarded to headquarters. It's been over 10 days since my initial complaint, and I still have yet to receive any response from Headquarters and Customer Support. At this time, I would like the Better Business Bureau to assist me in getting a refund in the amount of $25.07 issued back to the debit card that the purchase was made with.Business response
03/19/2024
Our franchisee contacted the guest to apologize and discuss their experience. The issue was resolved by refunding the guest. We appreciate the guest making us aware of the issue and giving us the opportunity to make it right.Customer response
03/20/2024
I have reviewed the businesss response, and I accept the refund they have offered me. At this point,, I'm waiting for the merchant's credit to post to my bank account.
Thank you Better Business Bureau for all that you on a daily basis to right the wrongs in the business world.
Sincerely,
******************************
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
885 total complaints in the last 3 years.
310 complaints closed in the last 12 months.