Pizza Hut

"After reading the reviews on here, I almost avoided this location but it is closest to our house and my youngest had a Book It coupon so in we went. I’m glad we did because we experienced friendly staff with great customer service. My son ordered his free personal pizza and we decided to order his older brother a personal pizza as well. They only had one personal pizza crust so the person taking our order (our receipt said our server’s name was Julie) offered to make one a medium at no extra charge. We accepted their offer and after a very short wait, we were on our way home with two piping hot pizzas. Will return in the future!"

"Pizza Hut makes a darn good pizza. Their “hand tossed” crust (you have options when ordering) is one of the best doughs I’ve had in Des Moines. And they cook it perfectly; something I can’t say for every pizza joint in town. And their red sauce? Perfection. Equally satisfying were the toppings (I ordered sausage, mushrooms and black olives). The pie was generously covered, and the pork sausage (you have the option of Italian sausage, too) was really delicious. Unfortunately, what I had to go through to order my pizza was not with the price of admission. And when I brought this to the Manager’s attention the following day, it became crystal clear that customer service is not a priority. I don’t think it’s even on their radar. First and foremost, the staff of this restaurant is too reliant on customers using the Pizza Hut app, and they go out of their way to discourage customers from phoning in their orders; something I’ve noticed each time I’ve tried to do business with them. Last night proved it was not my imagination. When I called last night to oder a pizza, my incoming call was immediately placed on hold by a staff member who picked up the phone without saying a word (I could briefly hear the background sounds of the restaurant) and placed me on eternal hold; forcing me to endure an endless loop of Pizza Hut commercials). Like an idiot, I patiently waited five+ minutes before finally hanging up and calling back. Much to my amazement, the exact same thing happened again. And again. This process repeated until my (repeated) calls rolled over to their national call center, where I fellow named Morgan took my order. After placing my order I immediately left to pick up my pizza, knowing I would arrive early and have to wait for my pizza to cook. I did this because I was curious to see just how busy this restaurant was, and why they couldn’t answer their phone. When I arrived around 9:30 p.m. (a cold, dark, October night), there was ONE car in the entire parking lot, presumably belonging to the one and only employee working. While I waited for my pizza, not one person walked in. Not one phone call came in. Grand Avenue was quiet. And so was the restaurant. The following day I complained to the general manager (presumably the franchise owner), and my complaint was met unenthusiastically. In fact, she seemed more annoyed than interested. I was told that the restaurant was extremely busy when I had called (it wasn’t). I then pointed out that there was only one person working (i.e. if your business is so busy that they can not answer the phone, you are understaffed ). Here response: “there were three people working last night” (she lied). I certainly won’t be back. And the real kick in the pants is, they could care less."

"5 stars is for Julie store manager for incident that occurred today. I know the situation was some glitch on the website part but I appreciate your help in rectifying it. I will say I’m probably going to call my delivery orders in for now on and just forget about the rewards. As for customer service line and rewards line, they get 2 star (1 star because they were friendly, 2 star because customer service said she made a report that would take 24-48 hrs for response, lost 3 stars because 1. Problem wasn’t solved (didn’t have a way to get my pizza), 2. 3rd person I spoke with kept saying corporate policy as the excuse to make me pay twice which didn’t make sense to me at all, and 3. because final response was to pay AGAIN since corporate has a minimum delivery charge or personally go there. I had already paid so I wasn’t going to pay twice when I hadn’t even received the 1st pizza yet. Or go there personally to pickup; I had bought additional food the first time so the pizza met delivery requirements online. Website kept making me add things to my cart to reach the delivery minimum. I already had cheese sticks, pasta, and cinnamon buns. All of which I didn’t really need but I got it so the pizza would be Delivered. I just wanted the pizza and thanks to Julie and her regional who delivered the lost pizza, I finally got it. Corporate please look at what glitch on your website when putting in payments doesn’t allow the rewards to go through on the order. Pizza was in the cart when I checked out and missing when payment went through. Rewards was the issue and one of your customer service people said I checkout under guest when I know I was logged in at checkout because the pizza was priced at $0.00 due to being a Reward my account qualified for plus I hadn’t entered my address and the other food was delivered to the saved address my account had. Issue was on website, local store made it right though process I went through was to talk to the store to customer service line to rewards line before going back to store. All of this was frustrating and I was getting a bad combo of grumpy and hungry at the end of it. I admit I broke down due to the combination of everything and I know Julie was the one who got to hear me cry. Truly sorry about that. Thank you Julie for your calm attitude and friendly responses. 5 stars for Julie on customer service. Also pizza was delicious once received. Thank you."

"The 1 star is because it was open and i can't do zero stars. Used to be the best pizza around, even worked there as a kid making pizzas and loved every bite of their food. But every time I order from them now something is either made wrong, the food is cold, or both. It's pizza, not a difficult thing to pull off...but they have succeeded at ruining it. They actually had a "Cook tip" jug on the counter, who in their right mind would tip for continually not doing your job correctly. Why does everyone think they deserve a tip, just do your job"

"Major quality issues. Thought the first time we got a new person. But last two times order was subpar. Seasoning on breadsticks non-existent, toppings thrown on too thick in some places and not enough in others. Pizza also seemed a little undercooked mix."