I made a large order at *:** p.m. on the **th. There was an hour wait because of very h...
GetHuman-roylfuch's customer service issue with Pizza Hut from February 2019
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I made a large order at *:** p.m. on the **th. There was an hour wait because of very high volume, no problem. I arrived to pick up the order, paid, and was then told they were out of wings (approx *** of my order). I asked that that portion of my order be refunded. Once again they were very busy and they said they were not able to refund my money, they would have to call the call center and it would take *-* days to put it back on my card. I was also told to take the pizzas for my trouble, a nice gesture I thought. When I got home I immediately called the call center to make sure they got the message. I spoke to a representative named Amy W., I explained everything to her and she then told me I would have to pay for the pizzas, I explained what had been discussed at the store and was put on hold, when she returned she claimed to have talked to the manager, whose name I provided her with. At this point she claims the manager had made no such claim. By now I'm getting pretty exasperated so I told her I would just take all of the pizza back if that's what it takes to get a refund, she then began to explain what percentage of the pizza had to be there for a refund. *At this point I've been dealing with this for two hours, an hour of which has been on the phone talking to your virtually non existent customer service, and I've still had no dinner. *Now I've got to take the pizza from my kids, box it up and take it back to the store because I've got to talk to the manager who has supposedly denied sending me home with said pizza's. When I arrive I ask for the manager who is completely unaware of any call from anyone. Other employees corroborate his story claiming he's been stuck cutting pizza's all day, which I believe because that's what he was doing when I picked up my order. *The manager (Justin) stopped what he was doing and made several unsuccessful calls trying to secure a full refund , on about the third or fourth call he was finally successful, and told me I would get my refund in around *-* days. I thanked him for his trouble and went on my way. What really sticks in my craw and probably lost you a customer for life is the ******, arrogant treatment I received from the "customer service " professional at the call center. *I fully understand how mistakes can happen at a high volume understaffed retail store, that is the nature of the business and they did everything that they knew how to do, to make it right. What I dont understand is how someone who is trained and empowered to make things right for customers can be so stupifying annoying and unwilling to do so.*At this point I've got almost three hours, $**, and absolutely no dinner invested in this transaction. Please tell me how you can make it better.
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