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| - I don't really enjoy writing bad reviews but certain occasions prompt such a review.
Let me preface by stating my roommate has ordered from this location maybe 3 times a month for the past 5 years, and typically has a good experience. I have been ordering from this location for maybe a year or so and always get the gluten free pizza. Well I guess we've never ordered on a rainy-ish Friday night because our pizzas took well over an hour to arrive, which was stated when we ordered on our iPhone app. When they arrived, the driver neglected to bring us our Pepsi. Wish I would have realized it before I left him a very generous tip. But as soon as I did, I ran down the driveway after him (in my jammies no less) and he said he'd bring it right back. We live about 1 mile from the store. We were starving so dug right in but were very disappointed because the pizzas were cold. I mean not even warm, at all, simply downright cold. We only had a couple pieces and decided we were over it when the Pepsi arrived. I briefly talked to the driver about our displeasure and he said to call the manager. I did. I talked to Alexander who, when I asked to speak to a manager, asked why. I gave him the sitch. I was on a brief hold when Alexander came back and said all the managers were too busy to talk to me. Okay I get it, it's a busy Friday night and maybe they're short staffed or whatever, but you should never be too busy to talk to a customer who is unhappy. And who orders frequently. I mean, I just spent $30 on 2 cold and, quite frankly, not very delicious pizzas, and you can't come to the phone and offer to make things right? Really. I told Alexander exactly how I felt about this, stated that I would be Yelping and ended the call.
I have ordered from other locations in the past and managers usually acknowledge when they've made mistakes and customers are unhappy. It's rare that I've been unhappy with this chain in the past, but when I have been, they've always been willing to make it up to me. This location was clearly not interested in making things right and is hugely disappointing. And because of that mistake I will no longer order from this location. I am happy to go to another pizza establishment that caters to customers and quite frankly has better pizza. Pizza Hut, if you're reading this you really should be make sure your managers know how important customer retention is.
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