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Pizza Hut / customer service, incompetence, poor management

Rm Mar 20, 2019

This concerns Pizza Hut at 1515 S. Main St, in Atmore, AL. On Wednesday, March 20, 2019, at approximately 4:56 PM, I phoned in a carry-out order to this Pizza Hut and was told that the order would be ready for pick up in approximately 20 minutes. I arrived at the store at approximately 5:15 pm (19 minutes from time of phone order). Paid for my order, and then the young lady (Jenna) at the front went looking for my pizza order. She couldn't find my pizza and apparently assumed that it was still cooking and told me as much. Another ten minutes, and I had to ask the young lady at the front to check on my pizza. She still couldn't find it, talked to the manager, I saw them checking the computer screed and she told me it would be another 15 minutes. At that time, I told her that I didn't want to wait and wanted a refund. She told the manager, and he said that pizza would be ready in one minute (I assumed that they had found it). I agreed to wait another minute. Ten minutes later, still no pizza. I again asked for a refund. Jenna informed the manager. Manager was indifferent and didn't seem to much care about customer service and just whined about having 3 new people in the back. It took him several minutes to get my refund and I overheard him tell someone in the back not to put those two pizzas in the oven (not sure if they were mine). While this was going on, two other customers came in to be informed that their pizzas were not ready and they cancelled their orders. Also, the phone was ringing constantly and no one was answering the calls.
If the manager had just shown a little concern and talked to me and honestly explained to me what was going on, I may have still asked for a refund, but I would have remained a customer of that Pizza Hut. As it is, they will never have to be bothered with me again. Having said all of that, I have been a regular customer of Pizza Huts all over the US, and have never had this kind of service fact, I drove all the way to Cantonment, FL to get a pizza that same evening and got excellent customer service. The manager at this Atmore Pizza Hut is incompetent, has no customer service skills, and should be banned from customer service positions OR undergo extensive further training. I suspect that the reason that he had a crew of all new workers was because he is such a lousy manager and has high employee turnover.

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