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| - As a preface, I'll point out that even though what follows is a generally negative review, when it comes to the major delivery chains, Pizza Hut is the lessor of three evils being that Domino's and Papa John's Pizza are severely homophobic companies that don't deserve any kind of support (in the case of of Papa John's, their bigotry is homegrown as their Phoenix Director of Operations Christina Carter has emailed gay customers telling them to take their business elsewhere - apparently with the company's support as no one in the company has issued any kind of apology or acknowledgement that her actions were horribly wrong.)
So I've made it a point to order more from Pizza Hut as I refuse to give my business to Domino's or Papa John's - and there has been some things working in their favor - their new menu has a lot of interesting options and I've enjoyed sampling the new styles. I also have to give a special kudos for the one time when a delivery driver forgot part of my order, went back to the store and delivered the missing item - and still managed to accomplish both trips within the promised time! (A severe contrast to Papa John's who not only once only brought only one out of four ordered items but after the driver left to supposedly retrieve them, ended up not coming back!)
The downside though is that Pizza Hut tends to be more expensive, has less value in its pricing and offers less specials of substance. While PJ often has free pizza or 40-50% off specials, a typical PH promotion is 10% off or a discount on breadsticks. As far as taste, the items can be hit or miss - their pan pizza in particular is very doughy and not very tasty. The breadsticks are completely dependent on sauce to make them digestible and they often don't provide enough sauce relative to the amount of breadsticks provided.
But it's my last order in particular that will probably cause me to eat at Pizza Hut way way less often...
First of all the pizza was 20 minutes late. I called the restaurant after 15 minutes (burning my cell phone minutes to do so which I hate having to do) and the person who answered was pretty much useless and uphelpful - I kind of got the teenager-with-their-first-job "Like, I dunno, I just work here,,," vibe from them. After the driver left and I unboxed my order, I found they had forgotten to bring an item.
So the order itself was terribly lacking to begin with but then the response has been equally abysmal. First of all, when I submitted my feedback, the response I got was a rambling essay about an issue that had nothing to do with the nature of my complaint! It was like some customer service drone was just cutting and pasting a generic response - and sending the wrong form letter! So, I recontacted them letting them know the response made no sense in relation to the nature of my complaint and then was told I'd get a response from someone from the local store...in three days. And indeed it was a three day wait with the person basically issuing me a $5 credit - which while at least is SOMETHING, struck me as a rather minimal concession particularly considering the amount of things that were wrong with both the initial experience as well as the followup. PLUS, in order to even use it, I have to call it in wasting my phone minutes further instead of placing a completely free order online as I always do.
BUT that's still not the end! Turns out that when my card was billed for the order, it actually processed for about three dollars more than what it should have been! Now up til then while everything about the experience has been aggravating, this latest problem now borders on the ILLEGAL - since running someone's card information for an amount different than what they signed and agreed to is card fraud!
So they really blew it big time. They had my goodwill for a while being that they weren't engaging in bigotry and homophobia like their two chief competitors and had both my support and recommendation to others but how can I encourage other people to use them now when i directly know that (a) their service and attention to detail and customer satisfaction is lacking, (b) getting them to resolve an issue when it occurs is a maddening experience with ultimately quite minimal effort on their part to make up for things and (c) the fact that they can't be trusted with your bank/card information.
I don't know why Phoenix has such a major problem with its major pizza delivery chains! I live in an area where there's not much stores or restaurants nearby and I don't have a car so pizza delivery is an attractive option but none of the Big Three are worthy. I'm about ready to start taking a highly inconvenient bus ride to the nearest Little Caesar's (four miles away) for my pizza now! (At least it is much cheaper and tastes better!) All I can say at this point is if you are looking for pizza delivery, it's much better to support your local businesses instead of going with the major chains!
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