You spoke, Pizza Hut listened: company replies to your posts on WalletPop
Filed under: Food, Consumer Complaints, Recession Diaries
Maybe it was the sauce?Sometimes at WalletPop, we have a hard time predicting which of our pieces will touch a nerve, and in what way. So when we posted Wednesday about Pizza Hut changing over to "The Hut"-- and the new in-house digital TV network arriving at Hut stores this summer -- we hardly expected to field scores of comments from disgruntled Pizza Hut patrons nationwide, a hefty majority complaining about pie quality and sanitary conditions at stores.
Here's a sampling of some comments readers posted; we've used screen nicknames to identify the writers:
From Brian: "If Pizza Hut wants to appeal to the younger generation, they need to work on their product. No amount of re-branding is going to help. Bland greasy nasty overpriced (cheap) frozen grocery quality 'pizza' that smacks of the Velveeta era just isn't gonna cut it with the younger crowd who (particularly in urban areas) are accustomed to much higher quality Italian joints."
From Linda: "We are in our early 50s and one of our Pizza Huts closed because the quality was awful, kids ran rampant and it was getting downright dirty. "
From Cheryl: "We prefer Pizza Hut over all others, but ours is dirty; they never have the ingredients needed for the type pizza we want to order. It's run by a bunch of clowns. Many times, they have lost our order."
From huskygirl2014: "My parents, little brother and i used to go to PH every Friday night when me and my brother were littler, but we never go now. Ours is dirty, and gross."
From Randy: "Stop worrying so much about reinventing the American concept of a pizza, give people a clean restaurant, with good service, and good food, and stop trying to force Generation X,Z, or Q or whatever marketing gimmicks on the public."
From Bev: "Pizza Hut pizza is my favorite, but their stores around here are so dirty and run down, that I wonder why I still go there? Forget about the TVs. There is too much noise around. A little peace while eating is what we all need."
But rather than preach from atop my pizza box, I reached out to Christopher Fuller, Pizza Hut's spokesman. Here's what he had to say after reading your comments on WalletPop:
"Regarding our restaurants, we are proud to have some of the best team members and restaurants in the world," Fuller said. "We have very thorough restaurant cleanliness policies and practices, which meet and often exceed local health department guidelines. I'm very disappointed to hear that a few customers have had experiences that did not live up to our high standards. I would ask that they let our customer satisfaction team know, so that they can address any issues."
Fuller added that Pizza Hut would love to hear from customers,both delighted and disappointed, by way of their comment line, reachable via 1-800-948-8488.
As for whether Pizza Hut will turn into The Hut for good, and at all stores, Fuller gave WalletPop some much-needed clarification. Even marketing industry experts aren't sure of Pizza Hut's endgame here, so to that end, Fuller offered a famous analogy straight from the world of soft drinks.
"We think that 'The Hut' is to Pizza Hut as Coke is to Coca-Cola.," Fuller said. "We have begun using the term in conjunction with Pizza Hut in our advertising, pizza boxes and some restaurants."
As for why the rebranding, "Customers have been calling us 'The Hut' for years and it works nicely to describe our full line of core products: pizza, pasta and wings," Fuller said. "But we'll always be Pizza Hut."
Reader Comments (Page 1 of 17)
6-18-2009 @ 3:31PM
pat said...
I can't imagine what the target audience of Pizza Hut is? Their food is horrible, not too far off from white bread with ketchup on it. I have passed my local Pizza Hut at least twice a day for the past 12 years, I have have never once even thought about going in to buy something. They can call it whatever they want, they'll never get my business.
Reply
6-18-2009 @ 4:25PM
shell said...
original pizza hut pizza is actually pretty good the new mia pizzas they have are kinda yucky though..
How can you say its no good when you say you passed by for 12 years and never bought anything wouldn't you need to try it before you complain about .I agree its not as good as it used to be but its still a good pizza ..It could be way worse it could be that sbarros stuff they have in the malls now thats nasty and usually dry and cold..
6-18-2009 @ 4:53PM
pat said...
I grew up in New York and ate at pizza places that made their own sauce and mozzarella cheese from scratch. I also now own 3 restaurants and it is my expert opinion that Pizza Hut has terrible pizza. None of the national chains have good quality pizza. The first thing to look for is some flour or a dough mixer with a dough hook. You won't find it because most of them get the dough delivered frozen or ready formed frozen pizza blanks that they just put stuff on and bake, in most cases in the wrong kind of oven. Those conveyor ovens work well for the poor quality they sell but real pizza is made on a deck oven. I don't need to taste what they serve to know how poor the quality is.
6-19-2009 @ 8:01PM
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6-19-2009 @ 8:03PM
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6-20-2009 @ 12:00AM
kathy said...
Pizza hut is going away because they terminated the old mgmt staff to save money and hey we knew how to run the company and make profit.They do people wrong when they get hurt on the job also.I was there 18 yrs and 15 was as a manager.Got hurt,fired and then lawsuit.The judge took thier side and I lost.I hope everyone will bypass them for one of the others.
Thanks for letting me vent
6-19-2009 @ 9:43PM
judi bulmer said...
I used to waitress at Pizza Hut thirty years ago and the pizza was very good in those days. One year ago, I ordered a 'Pizza Mia' deal and I was extremely disappointed in the quality of the 3 pizzas. I found them to inedible - the dough was stiff, flat, and cracked (a.k.a. "old"). The sauce and the toppings were also sub par. The pie simply had no taste.
I called back "The Hut" and when I asked for the manager, I was placed on hold for ~ 5 minutes, then the call was "lost."
With that last indignity, I dove back to the Hut with the three inedible pies in tow. I got the manager, (a 20-something dumpy woman) and I explained my displeasure about the pizzas and the manager stated, "A lot of people are saying that and it's just the dough we use." I said, "Oh, you mean old?" She maintained it was not old. I did not believe her.
The conversation went on for another few minutes. I finally took the name of the regional manager and left without so much as an apology (for the pizza or dropping the phone call), my money back, or even the offer for a coupon for a pizza made with "new dough." The manager had a lot to learn about customer service and what struck me most was if "a lot of people" were truly complaining, why would PH continue to sell such a poor product?
On 5/2/08, I sent an e-mail to the "Director of Operations" in Rochester, NY - a Mr. Bagley @ jbagley@vjfoods.com and I related my experience. It's been over a year and I have yet to receive a response.
Times are tough these days and people have a lot of choices about how they spend their hard earned money. Given this experience one year ago, I have refused to go back to Pizza Hut - Alma mater or not!
Judi
Albany, NY
6-19-2009 @ 10:53PM
kelly said...
The Pizza hut on the cape cod dennis CLOSED My husband and many others got very sick eating there.
The Pizza hut in Leominster ma was so unbelievably filthy all tables filthy kitchen filthy, I couldn't use the bathroom it was so gross so we just left. Thank GOD nobody came to table to wait on us.. We started looking around and just got sick! That was 5 years ago never set foot in one again!!! Disgusting you will get sick if you keep eating there!!
6-18-2009 @ 3:47PM
marshall said...
I lived in Puerto Rico for 4 years and was forced to eat pizza hut pizza. Thank Gd Im back in New York where they sell real pizza. I dont understand why Dominos and Pizza hut cant make a pizza that doesnt taste like card board.
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6-20-2009 @ 1:38AM
Hugh said...
I wouldn't eat Pizza Hut food on a bet. They've got a lot of nerve even calling it "pizza". It's cardboard with ketchup and low-quality imitation cheese. I call it "garbage".
6-18-2009 @ 3:54PM
marshall said...
By the way if you want to become a millionaire Learn to make a good pizza and open a pizza restaurant in Puerto Rico. There are plenty of us gringos there just waiting for you
Reply
6-18-2009 @ 4:05PM
Linda said...
Sorry, but this response from Pizza Hut sounds about like David Lettermans first one to Palins daughters. This is more than just a few customers that aren't happy. This is people that are disgusted with dirt, poor quality, employees that don't care, kids running wild and on and on. Obviously this is not an isolated incident with just a few people or so many wouldn't be singing the same song and refusing to ever go back
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6-21-2009 @ 8:43AM
Maria said...
amen
6-18-2009 @ 5:10PM
Mellie said...
I have never called Pizza Hut "The Hut". I rarely eat there. I am a Domino's gal.
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6-20-2009 @ 3:47AM
ggregoreos said...
Wow! Domino's: The only pizza to make Pizza Hut look good.
6-18-2009 @ 6:06PM
Nancy said...
well i said what was true, if you like pizza dough minus toppings they are fine and also take a look in the work area at the workers in my particular area that DO NOT WEAR GLOVES! This is not just one occasion that this ha been noted.
Reply
6-19-2009 @ 11:26PM
Joanne said...
My kids like the pizza and we go to Pizza Hut only about 2-3 times a year for the past 9 years .The floors are always dirty and you're right-I have NEVER seen not a one of them wear gloves !!!!It's disgusting!!!!There's a sign on the door that says "no loitering on this premesis".I feel like hanging a sign under it that says "OR NO GLOVES"!!!We make your pizza with our bare hands-pick our nose,scratch our butt.How do they get away with that???
6-18-2009 @ 11:57PM
Pat said...
I'm happy to see that the company sees our comments but, honestly, what good will it do to change its name. I've been going to Pizza Hut for 40 yrs. (did my college homework over lunch everyday--in my 30's). Never did call it "The Hut".
Now everytime I order a pizza to go, I kick myself again because by the time I get the pizza home, it tastes like the box. I end up tossing half of it away the nextday. I used to love the hot wings but I now find them too pricey for what you get. I think they snatch those wings off the chicks the minute they hatch.
I submit this respectfully because I miss the old Pizza Hut that I could really rely on.
Reply
6-20-2009 @ 2:11AM
Ileah said...
Pizza Hut has gone down the drain. I used to eat at Pizza Hut at least twice a month. Yuck now the few times that I have gone it's like all bread pizza. No cheese! I complained one time and the manager told me that they measured about 3/4 cup of cheese for a large pizza. I don't go there any more. Helloooooo Papa Johns Good Byeeee Pizza Hut or what ever your name is. Don't matter cause PH your history. Later!