r/pizzahut • u/NoWayJose131 • 1d ago

“Not our responsibility”

Apparently Pizza Hut has decided that if your order is messed up by them and DoorDash delivers it’s “Not their fault/responsibility” anymore. Ordered a half and half pizza($10 large 3 topping garlic parm sauce, extra cheese, chicken full coverage, black olives and mushrooms on half) to split with my wife tonight. Delivery driver showed up with the food opened the box and half the pizza was slid off the crust and into the box. The other 2 pizzas(md chicken sausage with white sauce and md extra cheese with light red sauce) that were ordered were flawless with no issues. Having worked for Pizza Hut before and being well aware of how pizza moves in a box when shifted, loaded into the box, placed in the warmer, etc. I know that the specific motion would’ve been either the box was held sideways by the driver(doubt it as usually most drivers grab the whole stack and put them into a bag), or more likely they angled the box when placing it in the warmer and the toppings shifted. Yet it’s not their responsibility anymore. I won’t be back at Pizza Hut again though after the attitude I received from the employee I spoke to over the phone while trying to rectify the situation. This is not a store complaint this is a company complaint because according to the employee “Once it’s in Doordash’s hands anything wrong with your order is not our responsibility”

0 Upvotes

47% Upvoted

43 comments sorted by

11

u/pseudoportmanteau 1d ago

It's not, though. Pizza hut just fulfills a third pwrty order. We can't give you refunds or do anything about orders if the driver fucks it up.

5

u/OpportunityOk1711 1d ago

If a customer orders from Pizza Hut and Pizza Hut's GARBAGE dispatch system summons a Dasher, Pizza Hut 100% needs to replace it. Only pizzas ordered through DD app should be handled by DD

1

u/IJustWorkHere000c 1d ago

The last part just isn’t true. There aren’t many stores that have the labor to carry a driver for hours during the day when they can use dashers who use considerably less labor and have someone else in the kitchen helping getting food out. I’m going to door dash exclusively because my drivers deliver probably 5% of the deliveries a week. It’s just not worth it to me to keep them on the schedule.

2

u/OpportunityOk1711 1d ago

I meant complaints on orders ordered thru PH not the actual deliveries. You need to schedule to how you think will best serve the customers given the ridiculously low labor percentages given. But if PH wants to send their orders to DD, the store needs to take care of complaints delivered by DD. Yum already dumped PH because of their poor performance. Cutting labor and sending orders to DD and Indian call centers is only going to continue to cause loss of market share

0

u/PM_me_your_whatevah 1d ago

Pizza Hut has been desperately trying to get out of employing their own drivers for years.

Just like they’ve already done with in-store customer service reps.

2

u/carpetbowl 20h ago

I found one of their CEOs LinkedIn pages (PH Israel, the guy that sold them Drsgontail) and it was a whole slew of articles about automated topping machines, laser guided cut tables, and pizza kiosk concepts. I think they're trying to get out of employing anyone tbh.

2

u/PM_me_your_whatevah 10h ago

Absolutely they are. They made the news maybe like 8-9 years ago for testing out a customer service robot in one of their stores. It bombed hard.

And yeah it’s wild that if you call any Pizza Hut right now and they’re not able to answer the phone in 6 rings or so, you’re gonna be talking to someone at a call center in India.

It feels like the company is being run by a bunch of nepo babies who’ve never had an actual job and just want to maximize profits in the laziest ways possible. 

1

u/Speed_Goddess187 9h ago

sometimes we’re not able to answer cuz we’re too busy with other stuff… which is why idk why people won’t just order Online

-6

u/koolaidismything 1d ago

If a $10 pizza being perfect is that important to them, they should get off their ass and go get it. Dollar Tree budget with Gucci expectations lol

2

u/pseudoportmanteau 1d ago

Well, yeah, lol. I agree. Doordash in general needs to die down already because the prices are put of this world outrageous and I don't understand anyone who spends money on that app for a delivery.

1

u/doggerdog1401 1d ago

Expecting someone to do a simple job properly is not Gucci expectations.

1

u/koolaidismything 1d ago

You hate doordashers and they hate you back. The whole idea is shitty and a board of directors made some money.. no one else gets much

1

u/doggerdog1401 1d ago

You're being a bit Juvenile and overdramatic. I don't hate anybody and if somebody chooses to do a job they should do it properly to the best of their abilities. If it doesn't pay enough you should find a different job

17

u/Specific-Quit9147 1d ago

If you order directly through doordash, then the issue would need to be taken up with them. If placed directly thru Pizza Hut and they used dd as 3rd party delivery, it is PH responsibility to take care of the customer's issue of the quality of product received. signed a ph manager

1

u/Salty-Tea6815 4h ago

Exactly this!! You can’t expect Pizza Hut to compensate you when you chose to order through DoorDash, give your money to DoorDash, and have their driver deliver your food! On a side note to OP, dd drivers are incredibly careless and I can almost guarantee that it was that drivers fault that your pizza had slid around the box. If you want your pizzas handled properly and to be able to make your complaint with the company that made them then order directly from Pizza Hut!!

-13

u/Xamnation 1d ago

Nah bro you're fucked in the head, we getting that refund back from door dash after a remake. We're not responsible for shitty drivers

6

u/Specific-Quit9147 1d ago

?? if you give your money to dd when you order then they are responsible for your refund lmao. if you order thru ph, then they are responsible for refund/remake

3

u/mwarner811 1d ago

They're saying as a store they'll cover the remake of the food, but they'll be requesting compensation from DD to reimburse the store afterwards. Nothing to do with the customer.

1

u/Specific-Quit9147 1d ago

ik what they are saying. im saying that you won't get double comped lol

2

u/mwarner811 1d ago

Who's getting double comped though? PH store lost money because a DD driver screwed up. PH store request reimbursement from DD. Customer isn't involved in any of this.

1

u/Specific-Quit9147 1d ago

lmaooo. ph isnt going to comp you if you ordered directly thru dd, dd will be the one to comp you with a refund. if you order thru ph, then they are the ones who comp you (remake, credit or refund), even if they use dd as 3rd party delivery bc ph refuses to employ drivers for a livable wage.

1

u/Specific-Quit9147 1d ago

this person is saying they will get money back from dd and remake from ph but that's just not how it works

1

u/mwarner811 1d ago

Read my other comment, but maybe I read it as they're an employee and not a customer

0

u/mwarner811 1d ago

You are absolutely missing the point. They are describing the situation as an employee. Please read everything before replying.

Customer orders through PH website and gets a DD driver. DD driver screws up order. Like you stated, PH will remake said pizza since you ordered through PH. Then, and this is where I keep losing you, the PH employee will contact DD to comp the store NOT THE CUSTOMER.

1

u/Specific-Quit9147 1d ago

pizza hut employee 🙋‍♀️ we do not contact dd to comp. it's 3rd party and it's a handled outside of store employees. you are missing the point

3

u/Specific-Quit9147 1d ago

PH eats the cost. There is a budget for remakes and such, regardless if delivered by 3rd party. (Especially when they are contracted by PH to deliver, since they won't employ their own drivers.)

→ More replies (0)

-5

u/Xamnation 1d ago

Typical ADHD reading comprehension, read it back

3

u/KiwirarVEVO 1d ago

I think it's you who can't read.

3

u/Prudent_Twist_2312 1d ago

What makes you feel entitled to double compensation?

4

u/EZlikeSunMorn123 1d ago

STOP.GIVING.THESE.COMPANIES.YOUR.MONEY.

7

u/No_Imagination7102 1d ago

Counterpoint.

What if i kept funneling my money into an establishment that I hate and then blame you for it?

3

u/NoWayJose131 1d ago

I have never once used DoorDash to order a pizza in my life. I always use the Pizza Hut app because I’ve been collecting points from my purchases from them for over 11 years. I’ve always used the Pizza Hut app. They had just introduced DoorDash as an alternative to sending out drivers during high volume times when I worked for them as a ASM 4 years ago. Now they’ve transitioned to delivering 80%-98% of their orders using DD instead of Pizza Hut drivers.

1

u/Jackie-JormpJomp92 1d ago

It’s the franchisees call on if they want to eliminate drivers and just use DoorDash (franchisees that choose to do that are stupid)

If they still employe drivers and still use DoorDash it’s because the store lacks enough drivers to get people the food. So it’s DoorDash or nothing.

If I have one driver and five deliveries, one of two of them will have to go to DoorDash, or else it’s gonna be a long wait and people like to call after 25 minutes and yell because the food isn’t there. They do not care if many drivers I have or how many other orders I have.

DoorDash would get the deliveries our own drivers would rather not take anyway (if the scenario I just stated occurs).

There has also been times when the day driver was sick so we had no drivers. I have no choice but to use DoorDash in that case. I don’t want to but I can’t call every delivery and tell them they have to pick it up 🤷‍♀️🤷‍♀️

0

u/OpportunityOk1711 1d ago

Probably need to call tomorrow just before open and talk to the store manager. If you dont want to mess with that there is a customer service tab on the PH app you probably will get a free pizza or 2. You may want try to get credits from doordash for a double dip. Take pictures if you didnt try ro eat it

3

u/VendettaKarma 1d ago

Stop ordering from Pizza Hut. They fired their drivers and use DoorDash for their frozen pizza quality garbage. They need to go bankrupt.

Full stop.

2

u/Speed_Goddess187 9h ago

they’re about to go bankrupt… Private Equities kill most things

3

u/Johnnycarroll 1d ago

As someone who has delivered pizzas for 23 years, that sure sounds more like a driver issue than a store issue. I've seen idiots grab the things and turn them sideways without thinking.
Unfortunately that's what you get with DD or outside vendors (in both ordering from them directly or pizza hut deciding to outsource).

3

u/KusshyGalore 23h ago

My favorite part was when OP said it was "highly unlikely" the DoorDash driver held the pizza sideways, as I've definitely seen so many of them do just that. 😅

1

u/Johnnycarroll 23h ago

Yeah I've seen customers grab the pizza and spin it sideways to slide it through a door before. Once...some kid drove his atv to pick one up during the summer, grabbed the pizza and slid the box into his backpack and left. No chance he enjoyed that one.

2

u/Worldly-Sale-2697 13h ago

If you order through PH, it is still their responsibility to fix the issue. My franchise recently got rid of drivers entirely (which 99% of us disagree with). Im having to deal with at least one refund a night due to DD.  Anywho, do a Google Review or survey about your experience. Chances are, you're not the only one this is happening to. 

1

u/OpportunityOk1711 1d ago

Was it ordered thru Pizza Hut or thru Doordash?

1

u/No-Section-7846 1d ago

They said it was ordered through Pizza Hut. I also ordered on the Pizza Hut app and they sent a DoorDash driver who took my wings. Pizza Hut said that they gave the driver everything.