Complaints

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

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  Pizza Hut

  12121 Harbour Reach Dr Ste 200 Mukilteo, WA 98275-5314

• 

  Pizza Hut

  15050 1st Ave S Burien, WA 98148-1008

• 

  Pizza Hut

  23241 Pacific Hwy S Kent, WA 98032-2721

• 

  Pizza Hut

  6501 35th Ave SW Seattle, WA 98126-3005

• 

  Pizza Hut

  104 S Samish Way Bellingham, WA 98225-6032

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:03/26/2025

  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.

  As a part of of my Ultimate Pizza bundle I was able to choose any 2 medium pizzas, any bread sticks and any 8 wings. For one of the pizzas I chose their Fiesta Taco Beef specialty Pizza. It didn't have a lot of information, no photo, but it said that it came with taco meat and that sounded pretty good. When I got the pizza in delivery it had just cheese, no sauce and the only topping was some dime sized taco beef ***** spread out. That was it. I emailed Pizza Hut with my complaint and I received an email saying that the restaurant would get back to me within 3 days. I would wait a week and respond again. Doing this same process I have emailed them now 5 times, getting the same auto-generated response each time. I feel like I've been scammed. They have since taken their Fiesta Taco Beef and Fiesta Taco Chicken specialty pizzas off their menu online and in their app.

  Business Response

  Date: 04/07/2025

  I apologize for the disappointment the customer experienced.  In order to respond directly, I would need to know which location he ordered from.  We have not carried the Fiesta Taco pizza on menus in ********** for some time.  However, I'm happy to replace the order with a different recipe of refund the amount of purchase.'

  The customer may also contact me directly if he has any concerns.

  Customer Answer

  Date: 04/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I wish for a refund,  not a replacement. This was at the Pizza Hut located at **************************************** according to ****** Maps. I believe I had input the date of the order in my complaint. I had screenshot my bank activity and when that date was as Pizza Hut no longer displays order history in customer accounts. But I know it was in mid-February.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/04/2025

  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 ordered a triple treat box on 12/26/24 from the Pizza Hut in *******, ** at *******************. Our order took over an hour to arrive (delivery). Once it arrived, I opened it to find the entire order was incorrect. I had paid extra for toppings and cheese sticks - a Meat lovers pizza with olives, a Double Pepperoni Pizza, Cheese Sticks, and cinnamon sticks as dessert. I received a sausage pizza, pepperoni pizza, breadsticks, and a cookie. I immediately called the store to let them know my order was wrong. They answered, and placed me on hold once I told them I had received the wrong items. After waiting on hold for more than 20 minutes, I hung up and called back in attempt to talk to a person again. They answered, I let them know I had been on hold for a long time and was calling about receiving the wrong order, they responded "hang on" and immediately placed me on hold again. I waited again until I realized I was never going to receive any help. I then sent a message through the website regarding the situation. I received a reply from an **** ****. The reply said thank you for bringing this to our attention. No solutions were offered at all. I responded back I would like a credit so that I could get what I ordered from a different store than the one that screwed up our order and then wouldn't help. I did not receive a response. I then emailed regular customer service. They apologized and said they were "escalating" the concern. I then received another email from **** stating that she "spoke to me on the phone about this issue back in December" (I never spoke to her on the phone) and that she can't give store credit to be used at other stores. She did not offer a credit for the original store, nor any other solution yet again. I never received an offer of ANYTHING to make this situation right and at this point I never want to order Pizza Hut again. I am attaching pictures of my receipt and what I received that was NOT my order.

  Business Response

  Date: 02/07/2025

  Hello,

  I am so sorry this happened. I would be furious if it happened to me. I would like to make this right. Clearly **** and I will have a long conversation about how to handle issues/mistakes. I would like to send you a $50 Pizza Hut gift card that can be used at any Pizza Hut you choose. Please let me know if this is acceptable. Again, I am so sorry this happened and would appreciate a chance to make things right with you.

  -**** *****

  ***********************************************************

  ************

• Initial Complaint

  Date:10/30/2024

  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.

  My daughter order from this business and was charged 4 times the amount. When she called to speak to a manger, they hung up on her four times. I called, same experience. To take 150 from someone not make their order (render no service for paid service), and then refuse to address the stolen funds, is unethical and business should be held accountable with restitution.

  Business Response

  Date: 10/31/2024

  I am in receipt of the complaint #*********EBA0.  I've reviewed the customer complaint and would like to respond but I don't see any information as to the location of the Pizza Hut that is referenced.  We operate over 100 locations in the state of ***********  Without the address I have no way of looking into the complaint.

  Also, I notice the customer lists Missouri as an address.  We do not operate any locations in *********

• Initial Complaint

  Date:08/09/2024

  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 contacted the store in ******** and ran into an issue with a $35 credit that was supposed to be on my account. On 4/19/24, I made an online order from your ******** location. Upon arrival, I was missing the New Yorker pizza that I had ordered and my dessert and bread sticks. I contacted the local store and spoke to a young man. He offered me a $20 credit, which I declined as my missing items cost more than the credit offered. I informed him that since he was unable to refund the cost of my missing items or give me a credit for the amount missing, and since he claimed that he was an assistant manager, that I would call the manager the next day to resolve the issue. I received a call from the same young man about ***** minutes later offering me a $35 credit to my account, which I accepted and verified that I would not be calling the manager the next day (at his request).7-30-24, I contacted the same store and attempted to use my credit. Unfortunately the phone on the store side kept going in and out so it was very difficult/almost impossible to communicate with the young man who attempted to take my order. When we got to the payment, I informed him again that I was supposed to have a $35 credit on my account. The young man had to speak with several other employees regarding how to access a credit before a female came on and retook all my information and then placed me on hold before hanging up on me. After I called the store back, I was informed by the female that nothing could be done, that the credit doesn't exist, and for me to call back tomorrow to speak to the assistant manager. She would not complete my order before ending the call. (As an fyi, the young man who took my order was very nice/polite. It seemed like it was his first day and he needs more training. The female was rude/condescending and did not appear to want to help me or her coworker.)

  Business Response

  Date: 09/06/2024

  We have followed up with the customer and provided a gift card for future use.  

• Initial Complaint

  Date:06/02/2024

  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 pressed for delivery two times. I purchased a pizza. After I paid the screen read carryout. I gave a call . The freak hangs up on me won't cancel the order. The place ain't letting me sign in through too cancel the order. I can't go there. Refund to my card 265 rainer pizza hut *****************.please now. Refund me.

  Business Response

  Date: 06/04/2024

  Hello,

  I am so sorry to hear that this happened. I believe ************************* called you yesterday to take care of this. I hope that everything is now satisfactory. If you have any further issues, please feel free to reach out directly.

   

  Thanks,

  *******************

  **********

• Initial Complaint

  Date:02/14/2024

  Type:Delivery 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.

  On 02/11/24 at 11:52 AM, I ordered a pizza from the Pizza Hut location: ****************************************************************************************. I paid ***** for a dinner box. When I ordered my pizza at the counter, the guy printed out my receipt. I asked him if I could use the receipt to get my Pizza Hut Rewards and said "yeah" and handed me my receipt. Well, I took a picture of the receipt and sent it to Pizza Hut Rewards and they sent me an email back telling me that I couldn't get my Pizza Hut Rewards points because none of the information on the receipt matches what I gave them in my email. The problem is: that isn't my fault at all. First of all, the guy mispelled my name; my name is ******, but he typed it into the system as ******, and he didn't ask me for my phone number, he just put the order in and the phone number under my name on the receipt is ************. I have no idea whose number that is. I don't know if he used his own number or what, but my number is ************. That's the number on my Pizza Hut Rewards account. Why am I being penalized because someone didn't know what they were doing behind the front desk? I feel that this completely unfair. Can someone talk to me about this? What's going on?

• Initial Complaint

  Date:01/20/2024

  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.

  Ordered inside for takeout. ************ told me that I could always call the pizza hut hot line if I forgot my rewards number. She told me to call **********.So, I told her if she could give me the military discount, I would not have to call the pizza hut hotline. I was denied. I asked if they had any specials. The Pizza Hut employee told me, "No." Well, with regret I paid the whole bill. I did not trust the "call you later" program.Well the truth about businesses held true...I called the Pizza hut hotline and could not get my rewards points. Pizza Hut told me that I could call the hotline to get my rewards updated when I got the rewards number. I got home and looked up the rewards number and gave the correct number to the hotline at Pizza Hut. The hotline told me since I did not give the cashier the rewards number when I ordered the pizza...I could not get my reward points. Lie upon lie upon lie.

  Business Response

  Date: 01/23/2024

  I apologize for the confusion and the information provided by one of our team members.  Please let me know which of our locations we visited and we will be happy to resolve the problem for you.  We want our customers to be completely happy with each interaction they have with any of our locations and happily replace or refund the order.

  I look forward to hearing from yu.

   

  ***********************;

  CEO Emerald City Pizza, LLC

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21174132
  
  I am rejecting this response because:              Pizza Hut at ************************************************************************* in **********

  
  This  pizza  hut  location  lied  to  me  about  redeeming  my  points.  I  was  told  to  call  the  Pizza  Hut  hotline  in  order  to  receive  my

  points  on  the  app  for  free  pizzas  later.  When I  called  the  pizza hut  hotline, the  pizza hut  rep told me  that  I  should have redeemed

  32  dollar  pizza  points  before  I  paid.
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/26/2024

  Hello,

  I am so sorry this happened. I would have been very frustrated too. I would like to get this resolved for you. Would you like a refund of $32 or a Pizza Hut gift card for $50? Please let me know if either of these solutions are acceptable for you.

  Thank you for letting us know so we can make sure it doesn't happen again.

  Sincerely

  *******************

  Region Coach

  Emerald City Pizza

  Customer Answer

  Date: 01/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Can you  mail  or  email  me  the  pizza  Hut  gift  card?
  Thanks
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/10/2023

  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.

  I was given the wrong pizza and i didnt realize it until i got back home. I didnt have time to run back to the store because it was 20 minutes away. They were really busy so i couldnt reach them on the phone. Normally it wouldnt be a big deal but the pizza i got had jalapenos all over it and i cant handle spicy food. My order number was ************************* and i received a spicy pizza and wings when i ordered non spicy pizza and a cookie. I emailed customer service and all they did was say thank you for the information. They offered me zero help or solutions. This is pretty shocking for a giant company like pizza hut.

  Business Response

  Date: 10/23/2023

  The customer was contacted and was provided with a refund and credit as requested.

  We consider the matter resolved.   Thank you.

• Initial Complaint

  Date:08/09/2023

  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 wanted to reach out to you and offer you an opportunity to remedy this situation prior to my contacting the ********** Attorney General and filing a formal complaint as well as contacting my credit card for fraud charges. My fianc and I have recently ordered from our local Pizza Hut and have had 3 separate issues on 3 different orders. The first time our order was forgotten and an hour after the expected delivery window we had to call up to say we hadnt got our order. It took them 30 minutes to realize they forgot our order (or it was misplaced) and then another hour to deliver. If you have kids, I am sure you can imagine what it was like handling 4 hungry kids when dinner is 2.5 hours late. The second time our sodas and dessert were missed even though we were charged. The third time we ordered, we asked to have onions left off due to two of our kids having food allergies. Yet the pizzas came with onions, so two of our kids couldnt eat. We tried calling to get refunded on these but were transferred to a call center in ***** that seemed to be in *****. They were no help and said we needed to contact Pizza Hut directly. We did that from the Pizza Hut Website and got an automated message reply saying we would be contacted by the store. Yet no one ever contacted us. We then reached out again and were told we would be contacted by the store again, and yet again, no manager ever called us. We have now spent a couple hundred dollars on Pizza Hut and have not been given what we ordered, no one has contacted us, and the situation has not been remedied. So while a few hundred dollars on pizza orders may not be a lot to you, it is to our family.

  Business Response

  Date: 09/01/2023

  I was just notified of your experience with one of our Pizza Huts and would like to apologize for the lack of timely response.  If you can give me the location of the Pizza Hut I will move quickly to see if we can resolve the issue.  The concerns you outlined are clearly outside of the experience we strive to provide.  I look forward to hearing from you soon.  It would be most efficient if you could contact me directly at ***********************************.

  Thank you for contacting us and I sincerely apologize the the experience you received and for the slow response from your local Pizza Hut.

  Customer Answer

  Date: 09/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am working with merchant since they have responded now.
  
  Sincerely,
  
  *************************