Complaints

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

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Pizza Hut, Inc. has 29 locations, listed below.

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  Pizza Hut, Inc.

  7100 Corporate Dr Plano, TX 75024-4100

• 

  Pizza Hut, Inc.

  7907 82nd St Wolfforth, TX 79382-5506

• 

  Pizza Hut, Inc.

  4401 82nd St Lubbock, TX 79424-3344

• 

  Pizza Hut, Inc.

  4311 Kemp Blvd Wichita Falls, TX 76308-3717

• 

  Pizza Hut, Inc.

  445 E FM 1382 Cedar Hill, TX 75104-6047

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:05/30/2023

  Type:Billing 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.

  Why does a 13 dollar pizza become a 21dollar pizza before delivery driver tip because I ordered online? Why is it so difficult to contact you ?

  Business Response

  Date: 05/30/2023

   I called the customer, *************************, today to resolve the issue.  ****************** hung up on me.  I have emailed ****************** as well trying to resolve this issue.  Please see the copied email below:
  
  
  Respectfully,
  
  
  *********************************;<**************************************> 8:30?PM (4 minutes ago)
  
  
  to dentmatters
  
  
  
  
  
  
  
  Dear *****,
  
  I want to take a moment to thank you for sharing your feedback. At Pizza Hut, we value your feedback and the time you took to share the details with us.
  
  You indicated that you were dissatisfied with your experience. Wed like to assure you that we take your concerns very seriously. In an effort to continue to improve we will share your feedback with our teams.
  
  
  We are sorry for your experience.  Usually when placing orders online the price is confirmed prior to placing an order.  There is a $4.99 delivery fee included for all delivery orders. We do offer carryout and dine in so that you may eliminate the delivery charge by coming in the store. We sincerely apologize for no one being available to answer your call in the store.  We have placed a $10 credit on your account, at this location, for your inconvenience.  This credit is under the phone number you provided for us.  
  
  Thank you for being a valued Pizza Hut customer and we look forward to serving you again in the future.
  
  
  
  Respectfully,
  
  
  
  
  --
  *************************************
  District Manager Odessa
  ADT Pizza LLC.

  Business Response

  Date: 05/31/2023

  Our franchisee contacted the guest to apologize and discuss their experience. Our franchisee provide an email to the guest and offered $10 store credit. We appreciate the guest making us aware of the issue and giving ** the opportunity to make it right.

• Initial Complaint

  Date:05/30/2023

  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.

  May 1st I ordered the new ** style pizza on Pizza Hut online It made me hesitant because their online payment makes u use DoorDash ( Im an Uber Eats customer and never uses Doordash)But since Pizza Hut only option is to use them I proceeded and paid for my order Awhile later it said ******************** would be picking up my order so I continued to watch the *** playoffs game waiting for my perfect playoff meal to arrive A few minutes later I get a call from a guy named ********* claiming he was my new driver but my order had already been picked up. I explained to him I didnt recieve and my food he then prompted me to call doordash and let them know I made the phone call immediately after speaking to me ********* The I called doordash and the rep explained to me that doordash has to refund Pizza Hut and Pizza Hut would refund me I said ok she called Pizza Hut and told me she would transfer me to their customer service rep I said ok After speaking to the Pizza Hut rep she told me since the amount is pending on my account and hasnt went thru I have to call when the payment has been completed I said ok On Friday may 5th I called and spoke to a customer service representative and she told me it would take about 2-3 business days . I said ok After 3 days I called back and checked on my claim The rep told me the manager who suppose to look at them didnt even look at if Friday I asked has it been seen yet they told me no Id have to resubmit the claim I asked to speak to a manager the manager I spoke to try to offer me a 2pizzas with three toppings I told her I didnt want it Im not a Pizza Hut customer I just wanted to try the ** style pizza She said it would be escalated I said ok I called back a few days later and was told it hasnt been submitted I told the lady this is unacceptable Ive waited 2weeks for a ***************************************************************************************************************************** about 2 weeks

  Business Response

  Date: 06/02/2023

  To whom it may concern,  

  We have reached out to ****************************** and was able to give him a full refund. 

• Initial Complaint

  Date:05/23/2023

  Type:Product 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 purchased a pizza with cinnabons, over $40, HOW?! Then my cinnabons were missing 2 like a worker ate some, the pizza was burnt, no one got back to me from the store. I need assistance with this darn order!!!

  Business Response

  Date: 06/13/2023

  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:05/23/2023

  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.

  Went to pizza hut in ********* ** ordered a meat lovers pizza was very disappointed I didn't see anything on the pizza thT was supposed to be on the pizza I spoke with the manager she was no help she put her fingers to close at my pizza she had me to bring the pizza back waste of time I was very disappointed 17teen dollars down the ring tried to co tact upper management could not reach them it was the worst pizza I ever had

  Business Response

  Date: 06/02/2023

  The guest came to the restaurant with his meat lover pizza. He said it was made wrong. He spoke to the store manager. He said it was missing sardines, which we do not even sell. She explained to him what came on our meat lovers and showed him the pizza was made correctly. He said he always gets sardines but he has to be mistaking us for another company because we do not carry that topping at all. He called us a liar and left with his pizza. He did get what he paid for. There is no further action that needs to be taken on this issue. 

• Initial Complaint

  Date:05/22/2023

  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 ordered a pizza from Pizza Hut on *************** in ****************, ********, and never received it. It occured on 5/17/23. Was advised I would get a refund, and never did. They dont answer their phone!! I have attempted multiple times during business hours. I just want my $29.71 back. Its bad enough that its that much for a medium pizza. lol.

  Business Response

  Date: 06/07/2023

  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: 06/07/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/22/2023

  Type:Product 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 5/21/2023, I placed an order for a veggie pizza. There was no sauce on the pizza and it had pork on it and missing veggies. My order was ************************* total 19 99

  Business Response

  Date: 06/20/2023

  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.

• Initial Complaint

  Date:05/18/2023

  Type:Sales and Advertising 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.

  On 5/16/23 I placed an order on the Pizza Hut app. I ordered from their "Deals" menu. The "deal" I selected was for two large pizzas for $22.99 (1 - 1 topping and 1 - either 3 toppings or a specialty pizza). I ordered two of these "deals" @ $22.99/per deal. During checkout I noticed the price was much higher than expected. I immediately called the store and spoke with a very polite and helpful young woman. After unsuccessfully working to solve the problem for several minutes, I asked that she have her manager override the price she had and to correct it to the advertised price from the website. She checked with the manager and reported back to me that the manager would not correct the price and that the manager reported to her that she (the manager) had several complaints about the pricing on the web site but no corrections had been made. I then asked what the manager's name was because I intended to file a complaint with the BBB. By this time I was on speaker phone and the young lady was stalling. While I was not there, I'm very sure the manager was telling her not to tell me her name by the response I was hearing. Very poor management for such a hard working and customer friendly employee to see. I have attached the back up docs (screen shots of the store location, the "deals" pg./w/prices and the total price the store was attempting to charge me, the follow-up email of the order as well). I asked the professional employee to cancel the order and I thanked her for her hard work.

  Business Response

  Date: 05/23/2023

  Our franchisee contacted the guest to apologize and discuss their experience. The issue was resolved by providing a $20 credit and the guest accept it. We appreciate the guest making ** aware of the issue and giving ** the opportunity to make it right.

  Customer Answer

  Date: 05/23/2023

  I have reviewed the business response and accept this resolution.

  The Regional Manager that I spoke with was professional and very polite.   He agreed the manager that night totally handled the situation incorrectly and should have honored the advertised price and then notified her upper management so they could correct the web site issues.  I am satisfied with the response from Pizza Hut.  Thank you! 

• Initial Complaint

  Date:05/18/2023

  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 went in And ordered 2 pizzas one of thin crust pepperoni lovers pizza n the 2 was a creamy garlic parmesan with ************** Well it came out to almost 35 the receipt I ended up losing so I'm not looking for a refund but a remake , were about to eat when my son sees a dead ***** so at this point I threw it out so I call pizza hut n no answer ...I understand things happen ...

  Business Response

  Date: 05/19/2023

  Our franchisee has attempted to contact the guest to apologize and discuss their experience. As per our franchisee they will do a remake of the guest order and they take Food Safety Concerns to the upmost importance and they will ensure that our customers receive Great Quality and Safe products. We appreciate the guest making ** aware of the issue and giving ** the opportunity to make it right.

  Customer Answer

  Date: 05/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/17/2023

  Type:Product 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 May 15, I placed an online Pizza Hut delivery order through their app, specifically at the **************************************************** address. I paid $28.75, including a $4 driver tip. I was expecting a large pizza to be delivered to me. I signed up for text updates on my order, and only received one notifying me that it was sent out for delivery. I never received a text update notifying me that my order had arrived. I finally received a text from my driver, saying that he had called me and I didn't pick up. Until this point, I still did not receive any calls but got one right after I finished reading the text. As I was leaving my apartment, I tried to communicate with him on the phone but heard nothing on the other line so hung up. I then proceeded to text him that I was heading down immediately and that I could not hear him on the phone.By the time I was outside my apartment (probably around 1 minute later), I didn't see any Pizza Hut car. I called and texted the driver several times and waited a total of 15 minutes outside before finally returning to my apartment. There, I attempted to call the Pizza Hut location itself, but received no answer. I repeatedly attempted to call both yesterday (5/15) and today (5/16) and cannot reach anyone. I am put on hold until the line rings, and then automatically hung up on when no one answers.

  Business Response

  Date: 05/19/2023

  Our franchisee contacted the guest to apologize and discuss their experience. As per our franchisee they credited back the guest credit card in the amount of her original order. We appreciate the guest making ** aware of the issue and giving ** the opportunity to make it right.

   

• Initial Complaint

  Date:05/15/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  05-12-23. I used Pizza Hut website to order delivery and put a 20% tip. I get a text message from Pizza Hut stating they are using a door dasher to deliver my order. After this door dasher driver delivered my order, they received no tip. It shows $0. This means that the company, Pizza Hut, is stealing door dashers tips!! And it looks like the customer left a $0 tip! This can make for a dangerous interaction as people are stressed and if they think someone didnt tip them, it could cause unnecessary problems. Whats worse is Pizza Hut stole my tip through the website. This is absurd! How is this even legal? No help when trying to get my tip back from the company. I cant believe they stole the tip from the door dasher driver. Terrible shameful thing to do. And the Door Dash drivers are unaware and the blame goes on ** the customer ordering food!!