I waited in the drive thru for 8 minutes and was not acknowledged. They could have told me they were busy. I went inside and there were about another 10 customers waiting. The workers were clearly stressed and were having a hard time. After waiting an hour, I left and will be initiating a chargeback for food I never received. I feel bad for the crew working but there were clearly some leadership issues.
Atmosphere: 1
Food: 3
Service: 1
Faylene Frampton
⭐️ 1 Star
I had an extremely frustrating experience at this Pizza Hut. I calmly explained my order multiple times, but the employee still did not understand it. When I expressed frustration after repeating myself several times, I was told my order could be refused “because of my attitude,” even though the issue was ongoing miscommunication—not rudeness.
To make matters worse, I then had my mother call the store to place the order instead. The phone went unanswered for over 20 minutes, during which time I watched the same employee sitting in her car outside after her shift rather than answering the phone or directing the call to someone else.
This situation felt unprofessional, dismissive, and completely avoidable. Customers should not be refused service because an employee doesn’t want to deal with confusion, and unanswered calls reflect poorly on management. I won’t be returning to this location.. 2nd pizza hut in 24 hours my family is done.
Atmosphere: 1
Food: 1
Service: 1
D Y
Haven’t been able to get my pizza the last 2 times. Says 25 minute wait when order on line, get in line and wait 15 more mins to be told my order hasn’t been started yet, and or they are out of personal pans. So I waste an hour to be told I can cancel my order or wait another hour. I’m done with this place. Bellevue is farther away, but I’ll start driving there. Where’s management?!!
Super1GRANDSON
Ordered on line, went to drive through and was told the ovens were not working. They had already taken the money out of my account and on the app you have to give a phone number. No one called to say the ovens were not working. She said she put the money on account . I don’t want that as I will not be ordering Pizza Hut again. I want a refund in my bank account. This Pizza Hut has so many problems. I given so many chances and I’ve had enough.
Food: 1
Service: 1
David Nelson
Worst experience I've ever had at a restaurant. On December 3, I ordered two personal pan pizzas for pickup. The website said the pizzas were ready. I waited in line because ahead of me, another customer was stuck because the employees didn't know how to use Book-It coupons, even though Pizza Hut has run that promotion since I was a child.
When it was my turn, I gave them my name and the employee confirmed I had ordered them but he couldn't find them after glancing in the warmer. I waited, assuming he would be getting help or having the pizzas remade. I was wrong. When I got his attention again, he once again asked for my name. After about 25 minutes (you read that right), he asked me what I had ordered and at that point, I was under the impression that the pizzas were at least being remade. I was wrong again.
After another 20 minutes, it became clear that they were not actually remaking the pizzas. I got his attention again. He once again looked in the warmer and it finally occurred to him to check whether the pizzas without a name on them might just be what I was waiting for. Finally, at the 50 (FIFTY) minute mark, I received lukewarm pizzas. The employee was defensive, unapologetic, and claimed he could not issue any refund (not that the price of two personal pan pizzas came close to the cost of me standing there for almost an hour)
The employee then took down my phone number and told me that the manager would follow up with me after 9:00 PM that night. I've waited 9 days with no response and no refund. The many 1 star reviews on here should be all you need to stay away. The manager seems to be responding to reviews, asking people to email them. I'm still waiting for the phone call.
Atmosphere: 1
Food: 3
Service: 1
Luis Bellafonte
The Papillon location has went downhill over the past two years. We rarely order from them anymore due to multiple recurring issues. This seems to be an issue from the top down (management) who do not have education/training in scheduling, time management, nor customer service skills. The quality of food is low as well, especially when considering their prices compared to their competitors such as Dominos (who we have never had an issue with). The photo shows burnt breadsticks. We won’t be back. I don’t foresee this location staying in business based on all the negative reviews.
Atmosphere: 1
Food: 1
Service: 1
Robert Green
Ordered last night online paid 5 bucks for delivery and 5 bucks for the person delivered food. They forgot my wings I was on hold for 20 min each time I called 3 times to try to contact them they told me they were gonna give me my wings but I would have to come pick them up. Their manager didnt give me a refund because she said my card i used wasn't on file and my phone number i used was incorrect. I dealt with trying to get wings or a partial refund for 3.5 hrs on a Friday night. The management and employees were rude. And I ALSO got the stuff crust grilled chicken BBQ pizza and the crust was horrible. Please go to another pizza company...I used to love pizza hut.
Atmosphere: 1
Food: 1
Service: 1
Terry Collins
This is a very average pizza place with not much room to dine in and they're always super busy with carryout and delivery business. The pizzas are always good as pizzas go and even if they make a mistake they rectify it immediately which again, most places do.
Atmosphere: 3
Food: 3
Service: 2
Andy Stewart
Don't order from here. Placed delivery order, only received part of order multiple missing items. Received wrong pizzas. Door dasher said multiple issues with orders he delivered. Called location hung up on 8 times without speaking to a person. Talked to a person on phone at location, couldn't find my order then hung up on me.
Food: 1
Service: 1
Chelsea Moses
Can wait in the drive thru window for 15-20 minutes…workers making eye contact and walking by anyways…. Don’t want to open the window I guess. Then they finally answer and it turns out pizza will be 20 minutes later than planned :) Go here if you’d like a car full of hungry, screaming kids!!
2nd time ordering delivery from this location and it will be the last. The 1st time, one pizza was great but the other one was over cooked and didn't have enough sauce. This time, delivery was estimated at 60 minutes, but it was well over that before we found out that it would be delivered via door dash and the door dash driver still hadn't picked it up. Once we received our pizzas, they were thankfully not cold, but weren't hot either. We might do carryout in the future, but not delivery again from this location.
Food: 3
Service: 2
tony baker
I wouldn’t order from here. They wait an hour then go through a 3rd party for delivery. Delivery’s take more than 2 hours. If you try and call to cancel the order they hang up.
Sal Holguin
On October 31st, my wife had ordered 10 pizzas online for an event we were having several hours before our 5:30pm pick up time. I got there a couple minutes before 5:30pm to pick up the order. They were very busy. I waited in line about 20-25 minutes before getting to the cashier. My wife had received a confirmation text at 5:30pm saying the pizzas were ready. When I got to the cashier around 5:50p.m. they told us our order came in after the cutoff time of when they ran out of large product.
Apparently they ran out of large pizzas. They never called us or communicated in any way there was an issue with our order until I got to the cashier around 5:50p.m. We had to scramble to find food elsewhere. The cashier happened to the the General Manager. She said they could refund our order.
I would not recommend anyone depend on this place for any events. I will not be coming here again. This was a horrible experience. Not just for me either. There were two customers before me who cancelled their orders due to long wait times.
Atmosphere: 1
Food: 1
Service: 1
Randy And Tamie Wendt
Ordered at 5:04, confirmation said delivery estimated time was 5:39. Well 5:39, came and went..called at 5:50, was told they were wanting on wings...umm how long does it take to cook wings???? They said they would deliver asap. 6:26,finally our food shows up cold, and soggy. Never again, there is too many options out there for pizza to have to wait for this type of food.
Atmosphere: 1
Food: 1
Service: 1
2020wobe
I ordered two pizzas as I went through to pick them up at the window I was told that it would be 15 more minutes so I went to the back of the line and waited again. I finally got waited on after almost 2 hrs and as I was leaving I checked the pizzas and they were cold!!! Never again will I order anything else from Pizza Hut! There are to many other options of places to eat at. I realize that I don’t carry much weight as only one person but I can’t imagine that all of the other people who were waiting in line are very happy either. You got your last $40 out of me!!!
I waited in the drive thru for 8 minutes and was not acknowledged. They could have told me they were busy. I went inside and there were about another 10 customers waiting. The workers were clearly stressed and were having a hard time. After waiting an hour, I left and will be initiating a chargeback for food I never received. I feel bad for the crew working but there were clearly some leadership issues.
Atmosphere: 1
Food: 3
Service: 1
⭐️ 1 Star
I had an extremely frustrating experience at this Pizza Hut. I calmly explained my order multiple times, but the employee still did not understand it. When I expressed frustration after repeating myself several times, I was told my order could be refused “because of my attitude,” even though the issue was ongoing miscommunication—not rudeness.
To make matters worse, I then had my mother call the store to place the order instead. The phone went unanswered for over 20 minutes, during which time I watched the same employee sitting in her car outside after her shift rather than answering the phone or directing the call to someone else.
This situation felt unprofessional, dismissive, and completely avoidable. Customers should not be refused service because an employee doesn’t want to deal with confusion, and unanswered calls reflect poorly on management. I won’t be returning to this location.. 2nd pizza hut in 24 hours my family is done.
Atmosphere: 1
Food: 1
Service: 1
Haven’t been able to get my pizza the last 2 times. Says 25 minute wait when order on line, get in line and wait 15 more mins to be told my order hasn’t been started yet, and or they are out of personal pans. So I waste an hour to be told I can cancel my order or wait another hour. I’m done with this place. Bellevue is farther away, but I’ll start driving there.
Where’s management?!!
Ordered on line, went to drive through and was told the ovens were not working. They had already taken the money out of my account and on the app you have to give a phone number. No one called to say the ovens were not working. She said she put the money on account . I don’t want that as I will not be ordering Pizza Hut again. I want a refund in my bank account. This Pizza Hut has so many problems. I given so many chances and I’ve had enough.
Food: 1
Service: 1
Worst experience I've ever had at a restaurant. On December 3, I ordered two personal pan pizzas for pickup. The website said the pizzas were ready. I waited in line because ahead of me, another customer was stuck because the employees didn't know how to use Book-It coupons, even though Pizza Hut has run that promotion since I was a child.
When it was my turn, I gave them my name and the employee confirmed I had ordered them but he couldn't find them after glancing in the warmer. I waited, assuming he would be getting help or having the pizzas remade. I was wrong. When I got his attention again, he once again asked for my name. After about 25 minutes (you read that right), he asked me what I had ordered and at that point, I was under the impression that the pizzas were at least being remade. I was wrong again.
After another 20 minutes, it became clear that they were not actually remaking the pizzas. I got his attention again. He once again looked in the warmer and it finally occurred to him to check whether the pizzas without a name on them might just be what I was waiting for. Finally, at the 50 (FIFTY) minute mark, I received lukewarm pizzas. The employee was defensive, unapologetic, and claimed he could not issue any refund (not that the price of two personal pan pizzas came close to the cost of me standing there for almost an hour)
The employee then took down my phone number and told me that the manager would follow up with me after 9:00 PM that night. I've waited 9 days with no response and no refund. The many 1 star reviews on here should be all you need to stay away. The manager seems to be responding to reviews, asking people to email them. I'm still waiting for the phone call.
Atmosphere: 1
Food: 3
Service: 1
The Papillon location has went downhill over the past two years. We rarely order from them anymore due to multiple recurring issues. This seems to be an issue from the top down (management) who do not have education/training in scheduling, time management, nor customer service skills. The quality of food is low as well, especially when considering their prices compared to their competitors such as Dominos (who we have never had an issue with). The photo shows burnt breadsticks. We won’t be back. I don’t foresee this location staying in business based on all the negative reviews.
Atmosphere: 1
Food: 1
Service: 1
Ordered last night online paid 5 bucks for delivery and 5 bucks for the person delivered food. They forgot my wings I was on hold for 20 min each time I called 3 times to try to contact them they told me they were gonna give me my wings but I would have to come pick them up. Their manager didnt give me a refund because she said my card i used wasn't on file and my phone number i used was incorrect. I dealt with trying to get wings or a partial refund for 3.5 hrs on a Friday night. The management and employees were rude. And I ALSO got the stuff crust grilled chicken BBQ pizza and the crust was horrible. Please go to another pizza company...I used to love pizza hut.
Atmosphere: 1
Food: 1
Service: 1
This is a very average pizza place with not much room to dine in and they're always super busy with carryout and delivery business. The pizzas are always good as pizzas go and even if they make a mistake they rectify it immediately which again, most places do.
Atmosphere: 3
Food: 3
Service: 2
Don't order from here. Placed delivery order, only received part of order multiple missing items. Received wrong pizzas. Door dasher said multiple issues with orders he delivered. Called location hung up on 8 times without speaking to a person. Talked to a person on phone at location, couldn't find my order then hung up on me.
Food: 1
Service: 1
Can wait in the drive thru window for 15-20 minutes…workers making eye contact and walking by anyways…. Don’t want to open the window I guess. Then they finally answer and it turns out pizza will be 20 minutes later than planned :) Go here if you’d like a car full of hungry, screaming kids!!
Food: 3
Service: 1
Restaurantji Recommends
2nd time ordering delivery from this location and it will be the last. The 1st time, one pizza was great but the other one was over cooked and didn't have enough sauce. This time, delivery was estimated at 60 minutes, but it was well over that before we found out that it would be delivered via door dash and the door dash driver still hadn't picked it up. Once we received our pizzas, they were thankfully not cold, but weren't hot either. We might do carryout in the future, but not delivery again from this location.
Food: 3
Service: 2
I wouldn’t order from here. They wait an hour then go through a 3rd party for delivery. Delivery’s take more than 2 hours. If you try and call to cancel the order they hang up.
On October 31st, my wife had ordered 10 pizzas online for an event we were having several hours before our 5:30pm pick up time. I got there a couple minutes before 5:30pm to pick up the order. They were very busy. I waited in line about 20-25 minutes before getting to the cashier. My wife had received a confirmation text at 5:30pm saying the pizzas were ready. When I got to the cashier around 5:50p.m. they told us our order came in after the cutoff time of when they ran out of large product.
Apparently they ran out of large pizzas. They never called us or communicated in any way there was an issue with our order until I got to the cashier around 5:50p.m. We had to scramble to find food elsewhere. The cashier happened to the the General Manager. She said they could refund our order.
I would not recommend anyone depend on this place for any events. I will not be coming here again. This was a horrible experience. Not just for me either. There were two customers before me who cancelled their orders due to long wait times.
Atmosphere: 1
Food: 1
Service: 1
Ordered at 5:04, confirmation said delivery estimated time was 5:39. Well 5:39, came and went..called at 5:50, was told they were wanting on wings...umm how long does it take to cook wings???? They said they would deliver asap. 6:26,finally our food shows up cold, and soggy. Never again, there is too many options out there for pizza to have to wait for this type of food.
Atmosphere: 1
Food: 1
Service: 1
I ordered two pizzas as I went through to pick them up at the window I was told that it would be 15 more minutes so I went to the back of the line and waited again. I finally got waited on after almost 2 hrs and as I was leaving I checked the pizzas and they were cold!!! Never again will I order anything else from Pizza Hut! There are to many other options of places to eat at. I realize that I don’t carry much weight as only one person but I can’t imagine that all of the other people who were waiting in line are very happy either. You got your last $40 out of me!!!
Atmosphere: 1
Food: 1
Service: 1
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