Business Profile

Restaurants

Pizza Hut, Inc.

Headquarters

This business is NOT BBB Accredited.

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Important 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.

Complaints

Name: Pizza Hut, Inc.
Address: 7100 Corporate Dr, Plano, TX, 75024-4100, USA
Telephone: (800) 948-8488

This profile includes complaints for Pizza Hut, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

910 total complaints in the last 3 years.
244 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:07/15/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Made an online order through the mobile application for pizza. Money was debited out my bank account on mobile app. Bank app transaction corresponds with the purchase made. Went to pickup my food and was told there is no history of the order at all and they would not be able to help me. Next day I spoke with the manager on shift and was told she would look into into it, never heard back. Essentially I have ordered and paid for an order that I can only assume was victim of a technical glitch with the mobile app. or another internal issue. All I asked for is either a refund or the original food I have since paid for. Manager told me to deal with it on my end and that there was nothing Pizza Hut would do. Could not even get a customer service representative contact from her to reach out to.
Business Response
Date: 07/17/2025

On behalf of Pizza Hut I apologize for your experience. Please provide us with the phone number or address of the store in question so that the appropriate restaurant leaders can be contacted in hopes of resolving this issue. It is important that we make every effort to resolve any issue brought to our attention as soon as possible.
Business Response
Date: 07/17/2025
On behalf of Pizza Hut I apologize for your experience. Please provide us with the phone number or address of the store in question so that the appropriate restaurant leaders can be contacted in hopes of resolving this issue. It is important that we make every effort to resolve any issue brought to our attention as soon as possible.
Customer Answer
Date: 07/17/2025
I have reviewed the business response and accept this resolution.
Store manager reached out after I was persistent and she said I would receive a refund in the next 10 business days.
Initial Complaint
Date:07/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 07/08/2025 I placed an online order at 7:52pm for two three topping medium pizzas and 8 piece boneless wings totaling *****. I was told multiple times by the attending cashier that my order was not complete. Multiple people were waiting for orders that were not completed while no pizzas were coming out of the oven. It was not until 8:47 that I was finally able to ask if my pizzas were in the warming box and to no surprise, they were. When I opened the box the pizzas were so dry from being in there for at least 30 mins. At this point my time had been wasted and to wait for them to remake them was just an exhaustion. I understand that the establishment was running multiple deals and were not equipped with the right amount of staff to attend to customers but they lacked responsibility when it comes to checking on product that was already made. Not to mention it had started storming and the store had water piling in by the minute to which the manager on duty said to just move to the dry side because he could not attend to the water at the moment. I could care less about the money but to wait an hour for a pizza that has been in the warm box for at least 30 mins while waiting IN THE STORE is unacceptable. Not to mention the refund process was just that much more of a headache. There should be better tactics in play to accommodate deal days.
Business Response
Date: 07/14/2025

Our franchisee contacted the guest to apologize and discuss their experience. The issue was resolved by issuing a store credit. We appreciate the guest making us aware of the issue and giving us the opportunity to make it right.

Business Response
Date: 07/15/2025
Our franchisee contacted the guest to apologize and discuss their experience. The issue was resolved by issuing a store credit. We appreciate the guest making us aware of the issue and giving us the opportunity to make it right.
Initial Complaint
Date:07/07/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
7/6/25 order number ********: using pizza hut app '************************************************************************** I had order preset for later time. For some reason it changed itself for **** instead. Along with another order, number ********, date 7/3/25. Tried to ask them this issue but they said it went to upper management, but no response yet via chat. 6/29/25 pizza hut order had a glitch at first involving tracking progress for my order delivery, then it ended up a twice order. Hopefully that I got refund for one of those two orders, number ******** and ********. All three delivery order issues. Order number ********, date 6/26/25. The cinnabons for pickup were bad. One not enough icing, the other they offered alternative, but didn't work after tasting. Requesting refund for all of these.Along with 6/15/25. Order number ********. The create your own pizza did the opposite instruction via delivery. Instead of extra sauce, light cheese. They did less sauce, extra cheese. True they tried to contact, but only wanted email, no phone calls.All orders made to this restaurant ************************************************. Requesting refund somewhat rewards and money back for those cinnabons. Reward somewhat for the pizza.
Business Response
Date: 07/14/2025

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.
Business Response
Date: 07/15/2025
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 Answer
Date: 07/15/2025
I also demand app maintenance for preset delivery order via pizza hut app to actually preset and stop defaulting to ASAP when an order is preset delivery.
Customer Answer
Date: 07/15/2025
I want assurance also for app delivery preset to actually preset, not default ASAP via pizza hut app.
Initial Complaint
Date:07/06/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
July 4 I went into pizza hut around 2:50 pm to ask employee ******* that we pick up her up and the manger was sitting down and the gm sefeni and and employee behind your counter I walk in with no shoe I'm diabetic and have sore on my foot and the manger sitting down ***** ***** wouldn't let me ask employee ******* question I wasn't doing nothing and she started screaming on top of her lungs at me to get out I didn't say anything to her and walked out and I told my husband so he can answer the question and said he was rude to her but he didn't say anything to her then I asked employee ******* for **** number and he said he would handle it and we got banned and the another employee named **** ******** keep harassing us he called my husband and texted him that he donkey a** south end of a** that was yesterday 2:30 pm he had to get it from the system or employee *******
Business Response
Date: 07/08/2025
Our franchisee contacted the guest to apologize and discuss their experience. The issue was resolved by providing an explanation to the guest. We appreciate the guest making us aware of the issue and giving us the opportunity to make it right.
Business Response
Date: 07/08/2025
Our franchisee contacted the guest to apologize and discuss their experience. The issue was resolved by providing an explanation to the guest. We appreciate the guest making us aware of the issue and giving us the opportunity to make it right.
Customer Answer
Date: 07/10/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:07/03/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Location: Pizza Hut ************************************************************************ Date/Time: July 3, 2025 at 7:21 PM I had one of the most unacceptable customer service experiences I've ever encountered at this location. Upon walking in, the managera middle-aged white maleoffered no greeting or acknowledgment and displayed a cold, hostile demeanor. I ordered a large cheese pizza, a large pepperoni pizza, and a 2-liter soda. He charged me $48.21, without mentioning any of the clearly advertised deals ($9.99 for one large pizza, $19.99 for two).When I returned and calmly questioned the price, he told me, You didnt ask for the deal, so I didnt give it to you, and refused to issue a refund. He would not provide his name and claimed corporate complaints wouldnt affect him because its a franchise. He even threatened to call the policedespite me remaining composedan intimidation tactic that felt racially charged. He also never gave me the soda I paid for.This is more than poor serviceits deceptive pricing, refusal to honor promotions, and behavior that borders on discrimination. This individual is misrepresenting the Pizza Hut brand and mistreating customers. I strongly urge corporate to investigate and take swift action.
Business Response
Date: 07/08/2025
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.
Business Response
Date: 07/08/2025
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 Answer
Date: 07/09/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:06/30/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our pizza ordered for both large pizzas pepperoni and sausage and jalapeno and sausage were made extremely thin. Once we called and discussed things with the ******* ****** there was no understanding and consideration for what facts we brought including pictures demonstrating the poor quality of the pizzas. All ****** kept saying was im not comfortable with making a decision to refund the pizza or to offer you another one. This pizza is hand tossed, the maker could have stretched the dough too much. There was never any acknowledgement for the clear difference in size. There wasn't a apology or any customer service concern. ****** didnt consider what we were saying and the facts that the pizza was not correct. ****** kept down playing the fact that the pizza has hand tossed crust but the look of it is not accurate. He then stated he was not comfortable making a decision, even though he was the acting *******. He then stated he would text his ******* and there was no way of resolving this without her. We then asked what we were supposed to do in the meantime with the pizza and for some type of time frame to allow us comfort of a resolution. ****** said that he could not do anything else or guarentee anything. We asked for a phone call from the other ******* he kept statingI can only text her, it is her day off. So much unprofessionalism. We then said a situation not being successfully resolved and no follow up time showed lack of preparation as a *******. In conclusion ****** was not listening to our concerns nor were any problems addressed or acknowledged. Calling the 2nd ******* was better but having to dictate that a call needs to happen,l was ridiculous. Not sure how long or when she is coming back. This was completely unacceptable for professionalism and customer service. Our 1/2 ********************* was finally remade after about 1 hour of back and forth. I am asking for is a complete reimbursement for the lack of professionalism, and lack of quality customer service.
Business Response
Date: 07/07/2025
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.
Business Response
Date: 07/08/2025
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 Answer
Date: 07/11/2025
I have reviewed the business response and accept this resolution. I have worked extensively with ****** the store manager and the city lead **********. Both provided wonderful service to fix the poor customer service. We received a full refund and complementary food items with additional conversions that allowed us to voice our concerns and provide necessary details to fix the situation. Thank you to both these wonderful ladies for reminding our family what pizza hut strives for as positive customer service and quality satisfaction!
Initial Complaint
Date:06/27/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a medium one topping pizza from the Pizza Hut at ************************************************************************* When I placed my carry out order I did not leave a tip. My confirmation email and bank transaction did not include a tip but a few days after the order was placed someone at the location charged my card for more than what I purchased. I called the location and there was no explanation for what happened and I was told that an online order couldnt be modified at store level. I even placed an order at a different store and added a tip for proof that if a tip was added that it would show on the order confirmation and it did. I called a different Pizza Hut location and they advised that it could. I called the store back the following Monday and spoke with a manager that said his name was ****. **** said that he would view the store footage and follow up with me the following day. **** never called me back. Theres still no explanation and Ive contacted an attorney about the fraud charges to my card. I just want everyone to know that they need to pay attention to their receipts and emails when purchasing from the company because you can be the next victim of fraud.
Business Response
Date: 07/14/2025

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.
Business Response
Date: 07/15/2025
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.
Initial Complaint
Date:06/27/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a special and got something that did not resemble anything like what was advertised. I've contacted customer service multiple times and are told someone would reach out to me in a couple of days. This occurred 6-7-2025
Business Response
Date: 07/15/2025

Our franchisee contacted the guest to apologize and discuss their experience. The issue was resolved by issuing a store credit We appreciate the guest making us aware of the issue and giving us the opportunity to make it right.
Business Response
Date: 07/15/2025
Our franchisee contacted the guest to apologize and discuss their experience. The issue was resolved by issuing a store credit We appreciate the guest making us aware of the issue and giving us the opportunity to make it right.
Initial Complaint
Date:06/26/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on two 1125 around 7:00 PM for delivery from the app at Pizza Hut for the amount of $88.16 after an I canceled the order because no one showed up which had been paid with the debit card when I called to cancel the order, the lady told *** would receive a refund in 5 to 7 business days 10 minutes later she called me back and said I didnt pay for the order so there would be no refund. I have went down repeatedly and been treated very ugly lived there in tears. I have called corporate numerous times more than six more than seven always the same sentence.Never a resolution Always put in a request for upper management to call me three business days never happens. Ive tried everything I can. I have proof that took my money. I have proof that I never received anything from them. I have showed them this proof and they refused to accept it. Theyrefuse to pay me. I need your help. I dont know where else to go or what else to do because I have repeatedly try myself and they will notlisten to me. I have several mental health issues that caused panic and anxiety really bad and this has caused a lot of problems with me.
Business Response
Date: 07/09/2025

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.
Initial Complaint
Date:06/26/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Pizza hut offered a free pizza when you purchase a pizza for more than $7.99. Ordered pizza june 20, 2025 for the required amount and have yet to receive the coupon for the free pizza.
Business Response
Date: 06/30/2025
The Back Office respond and sent them send them a coupon code as a token of apology since they were eligible for the promotion but they did not receive any coupon code. We appreciate feedbacks from our guests and it is important for us to make this right.

Business Response
Date: 07/03/2025
The Back Office respond and sent them send them a coupon code as a token of apology since they were eligible for the promotion but they did not receive any coupon code. We appreciate feedbacks from our guests and it is important for us to make this right.
Customer Answer
Date: 07/05/2025
I have reviewed the business’ response and accept this
resolution. All has been resolved.
Thank you
Sharon

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Pizza Hut, Inc. is NOT a BBB Accredited Business.