⭐ Extremely Disappointed – Refund Mishandled and Staff Unprofessional
I ordered two personal pan pizzas (well done) and breadsticks from the 31W Bypass Pizza Hut on Friday night. When I opened the boxes, one pizza was severely undercooked with large, fatty pieces of bacon — completely inedible. The second was slightly more cooked but still had a raw, floury taste. I contacted the store immediately and was offered a $20 credit, which I declined. I requested a full refund and was told a supervisor would follow up.
Two days later, I received a voicemail from Tina, the store manager, confirming the refund had been processed. I appreciated that — until I checked my bank app and saw a *new pending debit* for the same amount, posted at the exact time of her voicemail. Concerned, I called the store.
Jaden answered and claimed to be the manager, but quickly passed me off to Tammy, the actual on-duty manager. Tammy started off calm, but when I asked for a receipt or confirmation of the refund, she said I’d need to come in the next day. She called Tina while I was on hold, then returned with a completely different tone — condescending and argumentative. She insisted I was misreading my bank app and that the refund had gone through, despite the transaction clearly showing as a pending *debit*, not a credit. When I calmly explained this, she raised her voice and said, “Well, we know how to run this store and it was refunded,” then hung up on me.
This experience was unacceptable. Staff should not misrepresent their roles or dismiss customers with valid concerns. Jaden falsely claimed to be a manager, and Tammy’s behavior was unprofessional and disrespectful. I hope Tina handles things differently when I follow up.
Until then, I won’t be returning to this location — and I’m seriously reconsidering whether I’ll visit any Pizza Hut in Bowling Green again.
Food: 1
Service: 1
April Wooton
Could get a delivery. Said it was unavailable in my location and I live in town
Sarah Orellana
We ordered the big dinner box which when I called I was told they no longer have the rectangular deep dish, but what happened to the deep dish? It's literally hand tossed! It looked very deflated which deflated our desire to purchase another.
Food: 2
Service: 4
Jon hauskins
Answer the phone when there is an issue
Alex Razkowic
Expecting to sit down and relax and had take out only. Not a fan
Food: 2
Service: 2
Brenda Creek
Was carry out. Worker was very nice! Food as always was delicious 😃
Food: 5
Service: 5
Laura LeSueur
Very very clean store and friendly staff. The pizza was a little more expensive than I was expecting but it was a good pizza.
Atmosphere: 5
Food: 5
Service: 5
Stephanie Bowles
$2 Personal Pan Pizza Tuesdays is where uts ate!! Great pizza, perfect size meal for lunch!
Chris Jones
Order off DoorDash and wasn’t able to select half pepperoni half cheese so I order pepperoni and called the store like i usually do to ask them to make it half and half. Well when they took my call they told me they couldn’t modify door dash orders even though people have done that for me at that store in the past. Then put me on the phone with a manager who told she would take care of it but made it obvious she didn’t have time to listen to me and was annoyed I even asked. I also asked for a side sauce of bbq for my bbq pizza I also order which she didn’t even listen to before telling “she would see what she could do”. When the pizza showed up it was half pepperoni and half sausage which is not what I asked for and no side of bbq. Terrible experience I hope I can save others from going there. Happened 5/15/25 at roughly 6:30pm.
Matt P
In town traveling. Ordered take out on 4-11-25. So polite and helpful on the phone. Helped match my order to specials being offered to save money. Food came hot and fast. They sent paper plates even though I forgot to ask because they knew we were in a hotel. Parmesan cheese and pepper flake packets too. Awesome.
The delivery driver demanded a tip. Pizza look like it was thrown in the backseat. Pizza wasnt even hot
Macalyn Hulsey
Ordered peperoni lovers pizza with bacon and there was no bacon on it and it had about half the peperoni on it of a peperoni lovers pizza. I called to give feedback(not wanting coupons and stuff but to just let them know) and she was rude and hung up on me
Hannah Rhodes
My boyfriend and I placed an order for pickup on 02/27/2025. We ordered a (dry overcooked)pizza, cheese sticks, and he got chicken Alfredo. He got sick two hours later with sharp stomach pains and diarrhea but we didn’t suspect food poisoning at the time. The following night I heated up the chicken Alfredo that he had left over and ate it for dinner, and I have been sick with stomach cramps and diarrhea all of the next morning. We tried to think of a common denominator and that’s when it hit me. ✨ It was 100% the chicken Alfredo we both had. I didn’t get sick the first night because I didn’t eat any of it. When we called the store to express this the woman who answered the phone had a terrible attitude, rudely said “well nobody else has complained” and then hung up. I will never be eating at that specific Pizza Hut location ever again- and I will absolutely never be eating the chicken Alfredo from this business EVER again. The man who gave us our food when we picked it up was extremely nice and we thought he was great, but the woman who we spoke to on the phone seemed pretty hostile and didn’t want to hear it. I mean I get it, but if you’re making people sick you should probably figure out why ya know? We also never even asked for a refund.
Jamie Kulesa
Pizza is always good but it cost so much here
Atmosphere: 2
Food: 4
Service: 4
Ana Mendez
I order a pizza on the app for my parents since they live in other state! But I was so disappointed I forgot to order with no sauce at all.so I call and the lady who answered sounds so nice and she say yes accursed we will make sure they don’t put sauce on it!well they put extra sauce,order was delivered late I put in the app to deliver at 2:45pm but order was delivered at 3:50 is so sad bc they don’t do their job right. So yeah no more orders from them.
⭐ Extremely Disappointed – Refund Mishandled and Staff Unprofessional
I ordered two personal pan pizzas (well done) and breadsticks from the 31W Bypass Pizza Hut on Friday night. When I opened the boxes, one pizza was severely undercooked with large, fatty pieces of bacon — completely inedible. The second was slightly more cooked but still had a raw, floury taste. I contacted the store immediately and was offered a $20 credit, which I declined. I requested a full refund and was told a supervisor would follow up.
Two days later, I received a voicemail from Tina, the store manager, confirming the refund had been processed. I appreciated that — until I checked my bank app and saw a *new pending debit* for the same amount, posted at the exact time of her voicemail. Concerned, I called the store.
Jaden answered and claimed to be the manager, but quickly passed me off to Tammy, the actual on-duty manager. Tammy started off calm, but when I asked for a receipt or confirmation of the refund, she said I’d need to come in the next day. She called Tina while I was on hold, then returned with a completely different tone — condescending and argumentative. She insisted I was misreading my bank app and that the refund had gone through, despite the transaction clearly showing as a pending *debit*, not a credit. When I calmly explained this, she raised her voice and said, “Well, we know how to run this store and it was refunded,” then hung up on me.
This experience was unacceptable. Staff should not misrepresent their roles or dismiss customers with valid concerns. Jaden falsely claimed to be a manager, and Tammy’s behavior was unprofessional and disrespectful. I hope Tina handles things differently when I follow up.
Until then, I won’t be returning to this location — and I’m seriously reconsidering whether I’ll visit any Pizza Hut in Bowling Green again.
Food: 1
Service: 1
Could get a delivery. Said it was unavailable in my location and I live in town
We ordered the big dinner box which when I called I was told they no longer have the rectangular deep dish, but what happened to the deep dish? It's literally hand tossed! It looked very deflated which deflated our desire to purchase another.
Food: 2
Service: 4
Answer the phone when there is an issue
Expecting to sit down and relax and had take out only. Not a fan
Food: 2
Service: 2
Was carry out. Worker was very nice! Food as always was delicious 😃
Food: 5
Service: 5
Very very clean store and friendly staff. The pizza was a little more expensive than I was expecting but it was a good pizza.
Atmosphere: 5
Food: 5
Service: 5
$2 Personal Pan Pizza Tuesdays is where uts ate!! Great pizza, perfect size meal for lunch!
Order off DoorDash and wasn’t able to select half pepperoni half cheese so I order pepperoni and called the store like i usually do to ask them to make it half and half. Well when they took my call they told me they couldn’t modify door dash orders even though people have done that for me at that store in the past. Then put me on the phone with a manager who told she would take care of it but made it obvious she didn’t have time to listen to me and was annoyed I even asked. I also asked for a side sauce of bbq for my bbq pizza I also order which she didn’t even listen to before telling “she would see what she could do”. When the pizza showed up it was half pepperoni and half sausage which is not what I asked for and no side of bbq. Terrible experience I hope I can save others from going there. Happened 5/15/25 at roughly 6:30pm.
In town traveling. Ordered take out on 4-11-25. So polite and helpful on the phone. Helped match my order to specials being offered to save money. Food came hot and fast. They sent paper plates even though I forgot to ask because they knew we were in a hotel. Parmesan cheese and pepper flake packets too. Awesome.
Restaurantji Recommends
The delivery driver demanded a tip. Pizza look like it was thrown in the backseat. Pizza wasnt even hot
Ordered peperoni lovers pizza with bacon and there was no bacon on it and it had about half the peperoni on it of a peperoni lovers pizza. I called to give feedback(not wanting coupons and stuff but to just let them know) and she was rude and hung up on me
My boyfriend and I placed an order for pickup on 02/27/2025. We ordered a (dry overcooked)pizza, cheese sticks, and he got chicken Alfredo. He got sick two hours later with sharp stomach pains and diarrhea but we didn’t suspect food poisoning at the time. The following night I heated up the chicken Alfredo that he had left over and ate it for dinner, and I have been sick with stomach cramps and diarrhea all of the next morning. We tried to think of a common denominator and that’s when it hit me. ✨ It was 100% the chicken Alfredo we both had. I didn’t get sick the first night because I didn’t eat any of it. When we called the store to express this the woman who answered the phone had a terrible attitude, rudely said “well nobody else has complained” and then hung up. I will never be eating at that specific Pizza Hut location ever again- and I will absolutely never be eating the chicken Alfredo from this business EVER again. The man who gave us our food when we picked it up was extremely nice and we thought he was great, but the woman who we spoke to on the phone seemed pretty hostile and didn’t want to hear it. I mean I get it, but if you’re making people sick you should probably figure out why ya know? We also never even asked for a refund.
Pizza is always good but it cost so much here
Atmosphere: 2
Food: 4
Service: 4
I order a pizza on the app for my parents since they live in other state! But I was so disappointed I forgot to order with no sauce at all.so I call and the lady who answered sounds so nice and she say yes accursed we will make sure they don’t put sauce on it!well they put extra sauce,order was delivered late I put in the app to deliver at 2:45pm but order was delivered at 3:50 is so sad bc they don’t do their job right. So yeah no more orders from them.
Atmosphere: 1
Food: 1
Service: 1
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