We placed an order online on Sunday at 11:10am. We got notification our order was accepted and being worked. We got to the store and the lights were off and the doors locked. It took over 5 hours to get ahold of someone to get a refund for our order. This isn't the first time this location has just not been open. We won't be ordering from them again.
Tina Mcpherson
Just skip being disappointed in Martinsburg and head to this Pizza Hut instead! On the rare occasion that your order is messed up, they will go above and beyond to rectify the situation. Super friendly staff.
Due to past experiences at this location it has been years since I ordered from here, long enough that I had to create a new online account.We decided to give it another try, I made the online order (order number 3240224173233001411037458) drove to the store and waited what seemed like every bit of 5 minutes before someone greeted me at the cash register. I provided my name, employee (suspected manager) checked the computer and had me sign my receipt. Employee, then proceeds to check the warming station where orders are supposed placed while waiting to be picked up, but it was empty. Employee then goes to a table near the boxing station where there were boxed orders sitting out at room temperature for who knows how long, as it turns out three of my four items were in those boxes. Employee grabs the three boxes that were part of my order and checks the point of sale system to discover that my 4th item (a medium pizza) was not yet ready and finally, at that time, places the three boxes in the warming station. She doesn’t say anything to me, no ‘I’m sorry it will be a bit longer” she didn’t say anything. So I wait, 30 minutes go by, yes 30 minutes without an acknowledgement by another employee (including suspected manager).Another customer noticed I’ve been there for quite a while and asks what I’m waiting for, which grabs the attention of another employee that overheard the question. The second employee asks if I’ve been helped, I explained the situation, the original employee (suspected manager) looked in the warmer and then the computer, and then told the employee to grab the medium pizza that was sitting on the table, at room temperature, for who knows how long. I wouldn’t have believed it if I didn’t see it. What I suspect happened is that after the employee (suspected manager) noticed my order was incomplete, she asked to have the missing pizza made, but when the pizza was made she didn’t know what it was for and simply placed it on their ‘lost and found’ table at room temperature. Yes it is a fast paced environment, and the employees did appear to be busy, but much of the time I was the only customer in the building. I knew my order was going to be cold and dried out given the time that elapsed and sitting out at room temperature, but I was done with it and left the store. Funny enough, there was no apology for the mix-up, no acknowledgement whatsoever of the error. They just handed me the boxes and let me be on my way.I don’t claim to be knowledgeable about management within the food industry. But come on… No surprise the family was much less than satisfied, everything was room temperature, the sauce was all dried up with to the point that it looked like it had cracks, and the cheese was the consistency that it would be after being leftover overnight. Lesson learned.
Atmosphere: 2
Food: 2
Service: 1
Brylie Ystenes
Caesura (sorry if I spelled your name wrong) is so sweet, they were the only one working and was busting to get out orders and mine came out
Atmosphere: 5
Food: 5
Service: 5
Daylin Glasgow
Great store, made an error on the app and called them, it was changed and they were extremely polite. Great staff in this store!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Supreme Pizza
jason burns
This was a reorder of a previous issue meal. Everything was perfect this go around.
Atmosphere: 4
Food: 4
Service: 4
Steven Poling
Excellent customer service! Food was hot and ready when I arrived I’ll definitely be back!
Tried to order a stuffed crust thru the app but it wouldn’t let me finish as it kept saying “Uh oh, we need the rest of your contact Information to place your order!” After I filled everything in except for the email bar that was greyed out and nothing would let me type in it. Tried to call the store and place the order that way, the lady told me it was $6 more for my one pizza vs the price on the app. I explained what was happening and she said sorry but that the price was just different thru the app and she couldn’t do anything about it.Spent so much time figuring this out now all the other pizza places are closed and I gotta change plans last minute. I’m not paying extra for my food because your app doesn’t work.
Atmosphere: 1
Food: 1
Service: 1
Corwin Hill
Unfortunately this location is a hit or miss I’ve avoided this location for an about a year because it’s mostly miss. Today was a good day glad to have Pizza Hut again.
Atmosphere: 5
Food: 3
Service: 5
Recommended dishes: Breadsticks, Marinara
Tiffany Miller
Lazy workers make poor quality pizza. Expensive Up charges for extra ingredients that they don't add.
Pizza was on time, fresh, hot and made the way I ordered. They didn't skimp on the toppings either. Well done!
Verdeana Lindsey
Personal pan size wasn't cook the same as I ordered 2 days prior I felt that the worker hung up on me without completely ordering my food and had to call back.
Leta Morgan
Staff nice but crust was hard and missing my extra sauce.
Deb C.
Worst pizza, worst service, worst manager. We gave them 3 chances and our food was delivered incorrectly, burnt, cold; NEVER correct. Management could care less.
Chastidy Link
They forgot my sauce and put very little sauce in pasta and pizza ans cheese was not melted in pasta, very coldThe taste was overall good though
We placed an order online on Sunday at 11:10am. We got notification our order was accepted and being worked. We got to the store and the lights were off and the doors locked. It took over 5 hours to get ahold of someone to get a refund for our order. This isn't the first time this location has just not been open. We won't be ordering from them again.
Just skip being disappointed in Martinsburg and head to this Pizza Hut instead! On the rare occasion that your order is messed up, they will go above and beyond to rectify the situation. Super friendly staff.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Triple Chocolate Brownie, Breadsticks, Buffalo Chicken Pizza, Cheese Sticks, Backyard BBQ Chicken Pizza, Oven-Baked Cheesy Alfredo Pasta, Cheese Pizza, Oven-Baked Chicken Alfredo Pasta, Cinnabon Mini Rolls, Pepperoni Lovers Pizza, Sides
Due to past experiences at this location it has been years since I ordered from here, long enough that I had to create a new online account.We decided to give it another try, I made the online order (order number 3240224173233001411037458) drove to the store and waited what seemed like every bit of 5 minutes before someone greeted me at the cash register. I provided my name, employee (suspected manager) checked the computer and had me sign my receipt. Employee, then proceeds to check the warming station where orders are supposed placed while waiting to be picked up, but it was empty. Employee then goes to a table near the boxing station where there were boxed orders sitting out at room temperature for who knows how long, as it turns out three of my four items were in those boxes. Employee grabs the three boxes that were part of my order and checks the point of sale system to discover that my 4th item (a medium pizza) was not yet ready and finally, at that time, places the three boxes in the warming station. She doesn’t say anything to me, no ‘I’m sorry it will be a bit longer” she didn’t say anything. So I wait, 30 minutes go by, yes 30 minutes without an acknowledgement by another employee (including suspected manager).Another customer noticed I’ve been there for quite a while and asks what I’m waiting for, which grabs the attention of another employee that overheard the question. The second employee asks if I’ve been helped, I explained the situation, the original employee (suspected manager) looked in the warmer and then the computer, and then told the employee to grab the medium pizza that was sitting on the table, at room temperature, for who knows how long. I wouldn’t have believed it if I didn’t see it. What I suspect happened is that after the employee (suspected manager) noticed my order was incomplete, she asked to have the missing pizza made, but when the pizza was made she didn’t know what it was for and simply placed it on their ‘lost and found’ table at room temperature. Yes it is a fast paced environment, and the employees did appear to be busy, but much of the time I was the only customer in the building. I knew my order was going to be cold and dried out given the time that elapsed and sitting out at room temperature, but I was done with it and left the store. Funny enough, there was no apology for the mix-up, no acknowledgement whatsoever of the error. They just handed me the boxes and let me be on my way.I don’t claim to be knowledgeable about management within the food industry. But come on… No surprise the family was much less than satisfied, everything was room temperature, the sauce was all dried up with to the point that it looked like it had cracks, and the cheese was the consistency that it would be after being leftover overnight. Lesson learned.
Atmosphere: 2
Food: 2
Service: 1
Caesura (sorry if I spelled your name wrong) is so sweet, they were the only one working and was busting to get out orders and mine came out
Atmosphere: 5
Food: 5
Service: 5
Great store, made an error on the app and called them, it was changed and they were extremely polite. Great staff in this store!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Supreme Pizza
This was a reorder of a previous issue meal. Everything was perfect this go around.
Atmosphere: 4
Food: 4
Service: 4
Excellent customer service! Food was hot and ready when I arrived I’ll definitely be back!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Triple Chocolate Brownie, Cheese Sticks, Supreme Pizza, Marinara, Traditional Wings
Tried to order a stuffed crust thru the app but it wouldn’t let me finish as it kept saying “Uh oh, we need the rest of your contact Information to place your order!” After I filled everything in except for the email bar that was greyed out and nothing would let me type in it. Tried to call the store and place the order that way, the lady told me it was $6 more for my one pizza vs the price on the app. I explained what was happening and she said sorry but that the price was just different thru the app and she couldn’t do anything about it.Spent so much time figuring this out now all the other pizza places are closed and I gotta change plans last minute. I’m not paying extra for my food because your app doesn’t work.
Atmosphere: 1
Food: 1
Service: 1
Unfortunately this location is a hit or miss I’ve avoided this location for an about a year because it’s mostly miss. Today was a good day glad to have Pizza Hut again.
Atmosphere: 5
Food: 3
Service: 5
Recommended dishes: Breadsticks, Marinara
Lazy workers make poor quality pizza. Expensive Up charges for extra ingredients that they don't add.
Atmosphere: 1
Food: 1
Service: 1
Restaurantji Recommends
Pizza was on time, fresh, hot and made the way I ordered. They didn't skimp on the toppings either. Well done!
Personal pan size wasn't cook the same as I ordered 2 days prior I felt that the worker hung up on me without completely ordering my food and had to call back.
Staff nice but crust was hard and missing my extra sauce.
Worst pizza, worst service, worst manager. We gave them 3 chances and our food was delivered incorrectly, burnt, cold; NEVER correct. Management could care less.
They forgot my sauce and put very little sauce in pasta and pizza ans cheese was not melted in pasta, very coldThe taste was overall good though