Pizza Hut - Delivery & Takeout

The app, the website, and the customer service are just so bottom of the barrel that it’s not even worth my time listing the dozens of items they couldn’t fix, wouldn’t fix, couldn’t explain, all with a very poor attitude that shows the customers do not come first when it comes to Pizza Hut. We have been ordering big ticket orders from them for over 14 years, but we will never ever order from Hut again after the way we were treated on the phone today by a representative “Craig”who even refused to give us a supervisor because he wasn’t able to fix the problem Because it was either too lazy or didn’t know how and was fearful of asking his supervisor and pretended he did, and came back and told us the supervisor agrees with him and I’m not going to get to speak to one! It boggles the mind how you could go to a location, order, putting your phone number, your name is on the receipt and everything else, yet the order does not show up in your account but they refuse to input the order manually because on the same date another order went through at a wrong location (their fault!) and was canceled, and they had to credit the points because their system is so messed up, yet the points do not show on my end and they refuse to credit me. It was one of those conversations where they tried to double talk you to death until you get sick of them, well I’m sick of them AND the Hut alright. Everything is just so poor, we are headed elsewhere and we’re taking our dollars with us. This app really, really captures the tone and tenure of the treatment you get at the hut, so buyer beware.

The previous version had some issues but they weren’t much of a problem and could be worked around. The new user interface seems a little clunky and there are a couple of problems that caused me to have to do some troubleshooting. First, user interface is a step by step procedure that, while it gets the job done theoretically, it seems like it could be refined to speed the process. The first problem I had was with the crust flavor section. I honestly don’t remember getting the option to set the flavor the first time I tried to set up my pizza. I went through the rest of the process thinking they were going to ask later but it never came up. Then I couldn’t find a way to edit the fact it had “no flavor” on the crust in the end and I had to start all over. When I got back to the beginning, I saw the crust flavor section and when I tried to tap on “no flavor”, it just moved to the pizza sauce section. I got frustrated and just ended up selecting a pizza I had bought previously. The next problem was in the payment section. First I couldn’t find the Visa checkout option and I wish there was an Apple Pay option but as I entered my credit card info and tapped the button, it notified me I forgot to fill out my name. No problem, I filled out my name then it tells me to fill out the credit card number. The number was already filled out. I checked it against my credit card and ended up just refilling the same number again and it worked.

This is a great app when it works, but Pizza Hut has more problems with their website/app (because the app just takes you to the site once you open it) than any website I’ve ever used. When you can get it to work, it’s great and easy and fast and you can get the best deals and/or use your rewards. However, over half of the time the website does not work! Links won’t connect, it’s slow, it keeps rebooting or logging you out of your account, it refuses to add your coupon codes/reward items, and/or won’t recognize the tabs needed to send site info. This is unacceptable when half of the deals or coupons and the reward program points can only be used when ordering online. So you either have to call in to order and not get the deal/reward purchases or you have to spend literally an hour or longer trying to use the site over and over again, until it finally works. This isn’t a recent issue, either. I’ve been dealing with this app/site for over a year now and it never gets better. In fact, it seems to be getting worse and more frequent over the last couple of months (which is why I’m finally adding this review). The issues are so bad and frequent now that over half of the time I just go somewhere else to spend my money, and Pizza Hut loses my family’s purchase (I’m sure I’m not the only sales they’re losing lately, either). It’s absurd that they continue to allow their website/app to have so many issues without obtaining a tech support service to help them quickly fix the problems and get their site back up, or even better yet, just trash the whole site and redo it. Its completely infuriating!