I placed my order online at 12:34, and my confirmation said my estimated delivary time was 1:04. At 1:00 exactly the delivery man pulls into the parking lot. I go downstairs to meet him, but when I get down there he's nowhere to be found. I go back upstairs and call Pizza Hut to make sure that he didn't get confused, thinking that he was at the wrong place (we lease our office, so the building is shared with other businesses and I thought that might've thrown him off,) and left.
The man that answers the phone at Pizza Hut calls the delivery guy and asks where he is. He says that he forgot my side of ranch dressing, so he had to go back and get it. No big deal. Pizza Hut is literally less than a half mile from my office (I probably could've walked if it hadn't been raining,) so I figured I wouldn't be waiting long.
Twenty minutes later, the delivery guy hasn't shown up. I called Pizza Hut to make sure there wasn't a problem with my order. The woman that answers the phone tells me that the delivery guy will be there in 3 minutes. I tell her that I'd been waiting almost an hour at that point, and ask why it'd taken him 20 minutes to go back for ranch dressing. I tried to be as polite as I could because I understand that things happen, but the wait just didn't seem right and I thought I'd ask about it.
She immediately gets annoyed with me and asks, "what I want her to do." I hadn't wanted her to do anything except offer me some sort of explanation, but I was put off by her rude response so I asked if I could get some sort of credit for my wait. She said that she could offer me a $5 credit and asked me to hold for a manager. I waited on hold for about 15 seconds and the call disconnected. I called back and she answered the phone. I started to say that I'd been on hold, but she must've recognized my voice or something because she cut me off and said, "Just hang on, I'm still looking for a manager."
Even though I felt like she was being rude to me, I didn't get too hung up on it. I figured that they could've been busy and she was feeling rushed or something. It was almost 1:30 at this point, so maybe there was still a lunch rush, I don't know. A minute later she gets back on the phone and says that the manager told her to credit my account. I created a login when I ordered from the website, so I assumed that was the account she was talking about. She tries to apply the credit, but then says that it wouldn't let her because I'd ordered from a "business account." I told her that I had the pizza delivered to my office, but I'd paid with my personal debit card. I ask if she can credit my card directly or if she can just alter the amount they charge me. She says that they can, but she needs the driver to call when he gets there because she needs a number on the credit card slip. She tells me to tell the driver call her, so I said that I would when he gets there and we hang up.
I go downstairs to wait for the driver and he shows up a couple of minutes later. When he hands me my pizza and the credit card receipt to sign, I tell him that Kathy wants him to call her because she needs information off the credit card slip in order to give me a credit. He tells me that he'll just talk to her when he gets back. I was a little surprised that he brushed the request off, and I was unsure what I'd have to do to get my credit if he left without trying resolve anything.
I asked him again if he'd call her before he left because I wanted to be sure that I got my credit. He said that they couldn't credit my credit card anyway, so they'd just credit my account when he got back. I was annoyed at this point, and I told him that she'd already tried to credit my account but couldn't because it was a business, so she needed something from him in order to credit my card. He said that she'd need my full credit card number in order to do that. I held up my card, said that wasn't a problem, and asked if he was going to call her. He literally started backing away and shaking his head, saying they were just going to have to credit my account whenever he got back to the store.
I gave up going back and forth with him, so I told him that I didn't have a car at the moment, but when I did I'd go up to the restaurant to sort everything out. I had cash in my hand to give him a tip, but he'd backed up to his car door and got in before I could even think about offering it to him.
I went back inside, still not understanding why he'd put up such resistance about making the phone call. I called Pizza Hut back and this time Barb, the manager, answered. I explained my situation and said that I just wanted her to know that I was unhappy with my experience. She said that she would talk to the driver when he got back, and if I'd come up to the store whenever I could that my credit would be waiting for me. I told her that at that point I wasn't interested in the credit, and thanked her anyway. Honestly, I was starving and just thankful that the transaction was over.