Pizza Hut

The people at PH are very nice and the pizza was great! Update: I have stopped ordering from this location. Have ordered pizza for delivery or pickup many times. Pizza is really good if you get it but more than once I never got my order. I had to run to Casey’s to get pizza at 9PM. Supper was late but good!

The best way I can describe this location is the McDonald’s of pizza places. These folks make it very clear that you are a burden to them. The process of ordering a pizza is surprisingly difficult. Ordering it online is annoying, and hard to make custom changes. Last couple times I’ve called to order I was put on hold for 10 minutes until the call center in Texas had time to take my order. Having to deal with an out of state call center to order a pizza that’s a few blocks away should be a deal breaker by itself. The last two times they told me they were unable to deliver so I had to go to the location where I waited an extra 15 minutes after arriving right on time. This last time one of the two pizzas I ordered was wrong. They gave me cheese when I ordered pepperoni. Every step of the process was frustrating and that’ll be the last time I ever do it. I loved Pizza Hut growing up and it was always such a treat to go there. Now it’s bottom of the barrel. It’s a shame.

The last two orders I placed with pizza hut (on their app) showed that the food would get delivered within 35/45 minutes. After 50 minutes, 45 of which the app stated that the order was being prepared, I called to check and make sure that the food wasn't forgotten (the first time it was), and the gentleman on the phone said "oh the app always lies, were actually 2 hours behind (Wednesday night at 8pm), but we can start making your order now, but it's going to be awhile before someone can bring it to you; so, what do ya want to do?" The employee was rude, and seemed like he could care less about the customer experience. I cancelled the order. After having a horrible experience twice, I will never order from them again. If you want pizza within a decent time, a good customer experience, and that actually matches the time displayed on an online order, don't go to Pizza Hut on Douglas in Urbandale.

The delivery time estimation was 40-50 minutes. Pizza arrived an hour and 15 minutes later. I understand that the delivery tracker is not always a true picture. However, we did order Cherry Pepsi for the drink and were given Pepsi. Not "big deals" however, attention to details and customer service could have been handled better.