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 has 44 locations, listed below.

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  Pizza Hut

  1504 S Church St Watertown, WI 53094-6404

• 

  Pizza Hut

  W156N8420 Pilgrim Rd Menomonee Falls, WI 53051-3140

• 

  Pizza Hut

  1120 Milwaukee Ave Ste 190 Burlington, WI 53105-1367

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  Pizza Hut

  2730 Hillside Dr Delafield, WI 53018-2164

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  Pizza Hut

  705 Cherokee Ln Fort Atkinson, WI 53538-3000

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:10/28/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 for delivery from Pizza Hut at 6:56 PM on 10/27/24 from the restaurant on ********************* in *********. They charged my credit card $37.59 and NEVER DELIVERED the pizza. I tried calling Pizza Hut and was unable to reach anyone other than a prerecorded message. I tried calling a second time, spoke with someone at a call center who told me to hold for a manager, and then...nothing. The line went dead. I then went online to use the customer service chat, and all they told me was they were "forwarding my complaint to upper management." I wanted a reversal of the charges to my credit card. I did not an incident number. I wanted my money back. I have since sent another email via their "contact us" link online. The charges are still "pending" on my credit card.

  Business Response

  Date: 10/29/2024

  We have advised our management team and the customer will be contacted to resolve the issue.

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:09/04/2024

  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.

  I ordered multiple items for delivery on 8/19/24 through placing on order on their website. The restaurant (Pizza Hut) called me a few minutes after placing the order and said that two items that I ordered (an order of brownies and an order of cinnamon rolls) were not in stock. I told them I wanted a refund for those items. They said they would issue the refund. Then, When the delivery driver brought my order, the side sauces that I paid extra for were not included. I called the restaurant and said I wanted a refund for the 3 sides of sauce as well. I never received a refund for either of my deserts that their location did not have in stock or for the sauces they forgot to give me. I have called them back twice regarding my refund because they never issued the refund! The same female manager keeps saying the same thing, that she issued the refund and that I should just wait for it. Well that refund was issued 16 days ago and I still do not have my money back! There is no way she actually issued the refund because I would have had it back already. I have contacted corporate multiple times and have gotten the same email (that we appreciate you contacting us about this issue and we have forwarded your information to the Pizza Hut store. They will contact you shortly.)

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 food 17 minutes before close 3 days ago. Plenty of time before close. Immediately got a call from an employee saying he wanted to go home early and he canceled my order. Then hung up on me when I questioned why. They were open for almost 20 minutes longer. I called back to get his name to file a complaint. He refused to give it and laughed at me about the complaint before hanging up a second time. Called the next day and got a sorry and a credit for what happened. Left my number for the ** to call me which he never did. So I called later that evening and talked to him. He seemed sorry and said hed have a talk with the rude employee (****) and I thought something would actually be done. Last night I called 28 minutes before close trying to use the credit. Was put on hold and left there for the full time until close. I drove to the Pizza Hut and got there just before closing. The man there lied and said he couldnt get back to the phone yet he had made a pizza for himself and was finishing up closing when I got there. This proves he ignored my call because he started closing at least a half hour before official closing time so he could make his own food yet refuse to take my order. Refused to give his name and only identified himself as the **. This leads me to believe that he had no intention of any disciplinary action against **** and I suspect from the **s poor attitude that he deliberately kept me on hold to avoid letting me use the credit I had. Seems he felt he deserved dinner but being rude to a me and refusing to make my dinner was acceptable behavior. Twice within a few days employees were very rude and once I use up the credit Im seriously considering never getting pizza from this location (***********************************) ever again. The ** here and the employee **** (only 1 **** at this location) are very rude, close before posted hours, and are generally unprofessional in their attitudes. Ive never had such an awful experience before.

  Business Response

  Date: 05/23/2024

  We apologize for the inconvenience this caused the customer, we have addressed this issue with local management to make sure this matter doesn't not happen again. we are committed in providing the best possible experience to our customers. 

  Customer Answer

  Date: 05/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I want to hear from the franchise owner personally and discuss the matter either by phone or email.  Im not satisfied with a canned response.  The text of this response is identical to the one given to another complaint for this location that I viewed on the BBB website.  I need to know this issue is being taken more seriously and being addressed more thoroughly than copying  and pasting a premade response to any complaint.

  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/28/2023

  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 12/27/2023 I called Pizza Hut at ************ for a location at **************************************. This phone number connects the customer to a call center located out of ******, **. Placed order for a pick up. Ordered a pan style medium pizza with cheese, sausage, onions and mushrooms. I picked up the order and when I went home to eat it, I discovered there were no onions on the pizza. I tried calling back the business at ************ and I discovered the order takers are located out of a call center. They then tried to transfer me to the store in *********, **, however, the phone just continuously rang and then after a while the phone just disconnected. I tried calling ************ an additional 3 more times however, got the same call center and they could not connect me thru to the actual store located in *********, **. I then went back to the store, I tried to explain to the worker about the call center situation and explained that my order was incorrect. He then explained that they did not have onions in their store. So my question was -- well why did you charge me for the additional topping if you didn't have the product and asked for a refund. He said I would need to call corporate he was not giving me a refund. When I was leaving the store, he then laughed because I was leaving with the pizza and said well you want a refund and the pizza too. He was not giving me a refund so why would I leave him the product when I already paid for it. My complaint is, I don't believe a company can charge you for a product that they do not have. The worker admitted that they did not have one of the toppings that I order, so I feel I should not have been charged for this item. And he would not give me a refund. Imagine if they sold 50 pizzas this particular night and charged each customer for a topping that they didn't have; what a nice profit that would be for Pizza Hut.

  Business Response

  Date: 01/08/2024

  We regret the experience you had at the Pizza Hut location. We always strive to provide the best customer experience but unfortunately at time execution is not perfect. We have addressed with local management, and we appreciate bringing that to our attention.