We drove into the parking lot of a pizza hut location at: 3897 Jog Rd Bay 66, Lake Worth, FL 33467 and made a curbside order. We waited in the parking lot from beginning to end for our curbside order – that we never got.
When we got the notification for our order that our food was done, we clicked on the “HERE” option in the app. After waiting a bit, we went back into the app and selected the “HERE” button, again. No one came out with our order.
I called the number on the window sign that says to call to let them know when customers are there for “Curbside Pickup”. I followed the selections for an “already placed order”. A Spanish woman with heavy accent answered, said her name was, “Carla – or Carlas” (something in that effect as it was a little hard to understand her). I told her I was calling about our order to let them know we were there for the curbside pick up and before I could finish my sentence, she had immediately hung up without saying a word. No one had ever brought the food out.
I realize that we could’ve gone in to get the food to resolve the “not getting the food problem”. However, curbside pick up is an option and that was the service we chose. NO one was answering, yet we were calling the number shown on the store window sign: 561-439-4400 REPEATEDLY, after I was hung up on intitially.
After being ignored and not having our food brought out to us, we left. I refused to cater to this location’s incompetency, and do their job for them by coming to “Fetch it”. IF they don’t bring food out when it’s lightly raining or sprinkling, they should let customers know. But they don’t, not even when they call to let them know they’re there for their order, they just hang up on them before they’re done speaking.
We left and went to another pizza place and got our food – therefore refusing to be treated the way this store was treating us.
While there, I continued to call the store until someone answered to seek a refund or stop payment as we never got the food. I had to repeatedly repeat myself to him, with him still not seeming to understand. Either way, he found it humorous, and put me on speaker where I could then hear other employees snickering and quietly laughing as I was venting to this guy telling him they were unprofessional and rude and wanted to stop payment.
He argued with me and told me “You should’ve just come in if you were right outside”. Normally, and previously in life, I would’ve. Except, I’m tired of the gross customer service in this area, tired of lying employees and managers, and this time, I was not going to do that when they were treating us so rude and ignoring us. If they refused to bring the order out due to weather excuse, the first woman I spoke to could’ve told me that instead of hanging up on me while still speaking! Their behavior was intentional. Then went on to say it was raining and they “His” guys don’t bring food out in the rain.
Today, his GM – told me he doesn’t know how to do “refunds” or stop payments…but he’s the manager on the floor who is in charge of financial transactions??
I explained to him we were there from beginning to end. It was not raining the entire time, and regardless, I have had food brought out before with them wearing rain gear and still did their job. But NOT this guy’s “guys”. They not only refused to answer the phone, but rudely picked up to stop the ringing and then immediately hung up on us, refusing to acknowledge we were there to get our order, and then decided we should’ve just come in to get it – since they don’t serve in the rain, rather “drizzling” – which isn’t online anywhere on your website, on the phone message to check in, nor in the app, nor told to us when I first called.
He then said, “Well, your food’s ready. Come and get it now”. I told him we left and aren’t going back there, and that I wanted a refund and stop payment since we weren’t picking up that food now.
I told him I knew he could refund that tonight and he was lying. Since another Pizza Hut that night did a refund immediately – which also conflicts to the GM’s claim that their store doesn’t do refunds without the person coming in to do a refund for “security purposes” – forcing people to go out of their way when once again, the customer has to go out of their way at their store for them to do their job and provide a basic level of decent customer service. We had made an order at another Pizza Hut, not realizing the distance of that store until after, then called to cancel the order, in which they had no problem to refund it immediately. But this store’s GM said it was ”Pizza Hut” Policy that I would have to come in to get the refund! What about customer’s who left the state and can’t come in? This guy is ridiculous and dishonest.
He initially and repeatedly said the store is “franchised” owned. When I asked to speak to his supervisor, he claimed he didn’t have one and that the store was “Corporately” owned. I told him he had someone he had to answer to, and he said there was “No One”, yelling at me saying they were franchised owned. He just went back adn forth, in circles, refusing to allow me his supervisor’s information to contact them.
I said he was, “lying”, he then said had to hang up. He said he wasn’t going to be spoken to like that. I said that was what he was doing and asked “I’m not allowed to say you’re “lying”?, when you are”, I iterated. He then told me to “have a good day”, and hung up.
NOW I HAVE A PIZZA HUT CHARGE THEY ARE REFUSING TO REFUND DESPITE THE FACT THAT I DIDN’T AUTHORIZE THE CHARGE SINCE WE DIDN’T GET THE FOOD AND NEVER GOT THE ORDER. THEN REFUSING TO ACKNOWLEDGE WHETHER THE STORE WAS OFFICALLY FRANCHISED OR CORPORATELY OWNED – THEN GOING BACK AND FORTH BETWEEN THE TWO TO AVOID ACCOUNTABILITY. – However, seeing how the HR at the pizza hut corporate office handled my complaint – I highly doubt they’d do anything as it seems they promote lower than decent customer service and refuse refunds.
