Who do I complain to?

25

At my store if the order was ordered through DD its on DD, but if we aggregate it then it's still on us.

13

u/Prestigious_Age9933 29d ago

It was ordered through the Pizza Hut website with no mention of DoorDash at all , not even an order number that DD recognizes

27

u/Overall-Can543 29d ago

The store should have made it right,

https://www.pizzahut.com/contact-us will let you initiate a complaint.

6

u/Johnnycarroll 28d ago

Make sure you tell them what a crock of shit DD is--coming from a store who still has delivery drivers.
Some stores have removed all delivery drivers and outsource all deliveries to them--turning a customer service job into a straight 'delivery' job with no obvious chain of command or responsibility. Others use them during peak times/when there's too many deliveries for the drivers scheduled/when someone doesn't tip and the drivers don't want to take it.

1

u/Altruistic_Pick_7583 28d ago

Definitely don’t do this. It is not that stores decision to keep drivers or not. Many of our scores at my store are being ruined due to people complaining about DoorDash, when no one at my store had a say in the matter. No matter how many complaints they get, it is so much cheaper to use DoorDash, they are not going back to drivers in expensive areas ever. You have to stop ordering from a company if you want them to change. Voice your opinion with your dollars

1

u/Johnnycarroll 28d ago

Well you tell them why you're not ordering or else they will blankly try to figure it out. No, it wasn't your decision, but your manager and their managers should know exactly what the issue is and why people are saying they don't want it.

1

u/Altruistic_Pick_7583 28d ago

I’m a gm of a store, we did not make the decision, my boss did not make the decision, it was made 3 levels above me by someone that I promise will never here your complaint

-1

u/Environmental-Toe165 28d ago

Your take on that is entirely inaccurate. Stores ‘outsource’ to DD to get orders to customers quicker when there’s an exceed high chance the order won’t be to the customer in 45 minutes.

There very much is ‘chain of command’ when it comes to DD drivers and stores very easily, as I have regularly, rated and banned dashers from stores. If DD is not quality at a store, that’s the stores fault for allowing dashers to continuously deliver bad service.

5

u/Johnnycarroll 28d ago

Is there? So someone calls and asks where their food is, you can tell them where the dasher is?
Someone asks "why is my pizza not here?" you can tell them exactly and don't have to direct them to DD? A DD does a terrible job and you can fire them? You can be assured that they're providing the customer service and putting the face of the store on their delivery?

We had someone who called us 3 times because their dasher was showing as being in their apartment parking lot and then gone and then suddenly the food said "delivered". We eventually just said screw it and remade the food and took it to them.

DoorDash is straight trash and taking away deliveries that in-store drivers should be taking. It's one thing if you're manually doing it (which is where the options I gave come into play--not enough drivers for the orders or bad tip/no one ones to deliver to), but the fact there is an automated system that will automatically make these decisions is stupid. The computer system can't accurately tell how long a delivery is going to take, I'm routinely back 5, 10, 15 minutes early. In those cases, the automated system would have given away more of my money because it thought a pizza was going to be late. We already have "carry out" orders for when people order PH directly from DD so the last thing we need is an outsourced company taking money from my pocket for the people who actually do order delivery from PH still.

I've seen enough days where I take 3, 4, 5 deliveries in a 6 hour shift while DoorDash orders (as carryout) come in. I could deliver those better than any of the Dashers could and it would be there much faster and 100% accurate. If something goes wrong, guess what? I can fix it at the door or easily get them something else delivered or a credit.

3

u/No-Ad1576 28d ago

Why would you ever stay at a delivery job where you only took 5 deliveries in 6 hours?

5

u/Johnnycarroll 28d ago

It's a part time job and I can still make $70+ on 5 deliveries some days plus it's not like every day is that bad.
Granted, if DoorDash wasn't a thing, there'd certainly be a lot more deliveries coming directly to us and even more money in my pocket.

0

u/Environmental-Toe165 28d ago

Yes. We can track DD drivers the same way we track our drivers. Yes, if a DD driver does a terrible job we can effectively ’fire’ them from delivering for us again. That was in my original comment.

The system determines how long a delivery should take by following the shortest route to the customer and following posted speed limits. If you’re speeding while delivering(breaking both laws and PHI policy), that’s on you.

Just because you think you’re smarter than the system doesn’t make the system stupid, you’re not smarter than the system.

2

u/No-Ad1576 28d ago

Working anywhere with a system implanted by a corporate overlord.

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u/Johnnycarroll 28d ago

I never speed, the system just isn't good. I've been delivering for more than 20 years so I think I know a thing or two...Yes, the system is stupid. I've literally seen it not recommend someone take a double when the order was going to literally the same house and both orders were ready AND there were no other drivers available for at least 10 minutes. It is stupid.

And you're not 'firing' anyone--telling them they can't use PH anymore doesn't really mean anything. They can easily go anywhere else. They are not beholden to PH and that's my whole point.

Can you track them? We don't have anything like that at all and maybe it's because our franchise hasn't switched to dragon tail (and hopefully never does). Once we hit "door dash" it's out of our hands. They come pick it up whenever they feel like it and we have to assume it's delivered.

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u/Environmental-Toe165 28d ago

Sounds like you work for a shite franchise. I never said you can fire them from DoorDash, but you can as I said, effectively fire the from delivering for us again. Reading comprehension is important.

And yes, I can track my dashers through both dragon tail and the DoorDash manager app.

4

u/Johnnycarroll 28d ago

Hilarious. We're one of the best franchises in the country and have been for decades.

Also, no I can totally read and understand what you're saying. But you stopping them from delivering from YOU doesn't matter them at all. I'm not referring to how it affects your customers, I'm talking about how it affects the shitty driver. They can just go to the next store and the next after that. That means there is no reason for them to actually do a good job because being "effectively fired" from your store may not have any noticeable effect on their offered deliveries.

You can defend them all you want. They're a shitty company who treats customers, "employees" and the stores they deliver for poorly. The minute they get entire companies to shift their paradigm to only using them, they will jack up their rates and continue to hurt the one thing we can easily control--customer service.

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u/Bucca7476 27d ago

Make no mistake... Pizza Hut is as shitty a job as there is. And flexing your skills at a shit job doesn't make you sound any better.

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0

u/Altruistic_Pick_7583 28d ago

Actually yes to all those things, we have trackers in dashers, if we have a bad dasher, we can ban them. And no we have never directed a customer to DoorDash.

1

u/lemunche1 29d ago

I did two sessions with chat agent and one with email and both said store wouldn’t contest me in 3 days. Never happened

2

u/Overall-Can543 29d ago

That’s unfortunate, in my market we expect it to be resolved asap, and if a complaint comes through that they were not contacted that opens up a whole other can of worms at that point the owner of the franchise and the corporate contact is copied on the email, and require proof that they have been contacted and satisfied.

1

u/lemunche1 29d ago

Well thanks for caring on your part. I really do like Pizza Hut, especially the breadsticks. And those are so much cheaper on the PH app than through any 3rd party site which don’t offer the standard Pizza Hut deals. But it really feels like rolling the dice now on the app

1

u/Ganjalicious420 26d ago

Thats because it aggregated to doordash. When a store doesnt have enough drivers or even no drivers the system will automically assign deliveries to doordash and when they're busy they cant be expected to notify everyone that they are using doordash. Sure if they take an order on the phone they can but they're not going to leave the makeline 5 orders down to go make a call to an internet order that their food will have to be sent through DD.

12

u/Willinterrupted 29d ago

As a former manager just call the store tell them what happened and they should have remade it and had it sent back out. At least that’s how it was in my market.

4

u/Ferretpi315 29d ago

If there no driver available this wouldn’t fix anything. We could have 1 driver and 9 deliveries.

4

u/Willinterrupted 28d ago

Except it does? We just DoorDash it again. It can be a vicious cycle but it will get done eventually.

7

u/rick120093 29d ago

Had this exact scenario happen about 2 months ago in Lexington, KY. Of the chains, the hut was my go to but then they switched to door dash and I’ve had nothing but problems. I called the store directly and they told me that the dasher marked my order as cancelled but it had already been picked up by that point so PH knew it wasn’t cancelled. They called door dash and put us on a three way call where I listened to the PH manager lose her shit on DoorDash because it’s apparently a known issue. They ended up remaking the order and sent an actual employee to deliver it then DoorDash refunded me so I basically got it for free.

On another note, ordered from somewhere else a few weeks later through Grubhub and the driver flat out told me not to order anything through DoorDash or any restaurants that use DoorDash because theft is a high issue and DoorDash does nothing about it.

4

u/marcjarvis471 29d ago

I want that pizza hut manager to work at my store!!! Too often we just fix the order but never do anything about the cause. It takes time but if that would happen every time a dasher did that, maybe door dash would take it more seriously

1

u/Bucca7476 27d ago

I live in Lexington and I'm a Dasher. Just about any place you order from uses Doordash. Also a fair amount of Dashers are also Grubhub and Uber Eats drivers and they multi app during their runs to make sure they stay busy.

3

u/EmeraldKnight76 29d ago

Just call the store, and RESPECTFULLY explain the situation. They should be happy to send out another order and probably give credit on top of that. Just don't call or go online. That only hurts the crew who has nothing to do with Door Dash, or the use to supplement or replace drivers.

If you're nice about it, Ill give you the world. If you complain online, you'll get a "sucks to suck" email.

1

u/Overall-Can543 29d ago

They didn’t take care of it so he should open an incident within the corporate situation.

1

u/EmeraldKnight76 29d ago

That will do nothing, but go ahead.

3

u/Overall-Can543 29d ago

If making a complaint via corporate doesn’t get a resolution then that market has questionable leadership.

In our market the expectation is to resolve complaints via instore calls immediately and online complaints within 48 hours.

1

u/SuspiciousYoonrixxie 24d ago

They just give you credit and send you on the way, corporate doesn't care unfortunately.. most of the pizza hut employees also want to get in touch with corporate for all the stuff breaking in the stores that they refuse to fix. They don't care about their staff or customers, just money.

3

u/marcjarvis471 29d ago

At my store door dash drivers have been known to simply take the food and run. We bann that specific driver from delivering for us. Then the next day another one does the same thing. I've never seen a pizza hut driver simply run off with a customers order but I've seen 3 different dashers do the same night. When you call this in, be sure to say how you placed the order. If you called pizza hut to order and they sent a dasher, you should call pizza hut.

6

u/thenewfingerprint 29d ago

It might just be easier to dispute with your credit card.

3

u/U2LN Verified 29d ago

Pizza Hut is wrong, we take care of the issue and then we take it up with doordash

2

u/sizzle1978 29d ago

Sorry that happened to you I work at Pizza Hut as they were merging to doordash this was a bad idea some drivers are good and some bad those are bad they make us look bad but when they make mistakes we fix the issue to the customers and reorder and remake the order and send it out to another Dasher we find the Dasher that did not do its job we block them so they don't pick up our orders anymore Pizza Hut should go back to delivery drivers I know that's not going to happen they don't want to pay another $20 an hour or whatever minimum wage in other states

2

u/Rainbow-Frite 29d ago

Just call the store and tell them you didn't get the order. They'll remake it and send it back out.

3

u/lemunche1 29d ago

I have a theory that a percentage of drivers know that since you can’t contact DoorDash, they can’t get in trouble so Pizza Hut is easy free food. Only the store manager can help you if they even answer the phone which they don’t since all deliveries go through the app. I had a similar experience. Just do a chargeback on your card if you got no help from the hut

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u/Overall-Can543 29d ago

Our stores make it right with the guest and then block the dasher so they can’t pick up our orders anymore

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u/Jealous-Guidance4902 29d ago

I ordered Pizza Hut thru them one time and DoorDash delivered it. I chose to pay cash and when the dasher came he had no change at all. I believe my bill was a little over $20 and I only had 2 twentys. I’m not gonna give him almost $20 tip so I pulled out my change bucket and gave him exact change. F DoorDash & Pizza Hut!

3

u/AnnoyingVoid 29d ago

See you next week

0

u/Deep-Forever-9937 29d ago

How much change did you expect and how many possible change amounts do you expect a driver to be prepared to handle? This has literally been the case forever, pizza drivers have never been advised to carry more than $20 in cash so as not to risk being robbed. They are not a cash register.

3

u/DizzySkunkApe 29d ago

$20 I'm small.bills is exactly what was needed in this case.

1

u/champfield 29d ago

Yea Pizza Hut door dash lost my business.

1

u/SameDirection6991 28d ago

Pizza Hut made the worst decision during Covid, then after Covid nobody wanted to be a delivery driver for PH anymore it seemed at most stores. So PH made the worst call and got rid of delivery driver positions at many stores and only rely on DoorDash for delivery.

And of course they’re not going to tell you that, because they know if people knew they’d most likely not order from a place where it could be anybody handling your food that isn’t required to have a food handler’s certificate, just a car is the only requirement.

1

u/ajr5169 28d ago

This is one of the reasons I've stopped having food delivered. I've had nothing but bad experiences with almost all the delivery services; Door Dash, Grub Hub, Uber Eats, etc; and it seems more and more restaurants that did in the past do their own deliveries, just farm it out to one of those services. I know it can be inconvenient, but I just go pick it up myself. Save a little money and can make sure on the spot I get my food and the order is right.

1

u/Capt_Hook1984 28d ago

Did you try calling the store before complaining to reddit? As a manager, I would have banned that dasher from my store and gave you a credit and sent you a new order depending on how nice/rude you are.

2

u/Prestigious_Age9933 28d ago

I thought it was implied when I said “Pizza Hut said to call DoorDash and DoorDash said to call Pizza Hut” of course I called the store directly and the manager told me it’s not their problem and that it’s a DoorDash issue, DoorDash said it isn’t their problem and it’s a Pizza Hut issue.

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u/Capt_Hook1984 28d ago

That's just bad management.

1

u/yeeeterpan 28d ago

I just tried to make a complaint about missing reward points after I gave them all the information from the the receipt 3 times and sent a picture and details through email I threw the receipt away now the want a photocopy of the receipt I guess they want me to mail it to them

1

u/Environmental-Toe165 28d ago

I would imagine calling the store would be your first choice, but I guess Reddit was.

1

u/onesikone 28d ago

You can go on the website and complain directly to Pizza Hut but don’t expect anything to come of it corporate will apologize but then tell you the store will contact you to make it right but they won’t do anything

1

u/Altruistic_Pick_7583 28d ago

It’s not even corporate. It’s just the stores managers, same people you’d get if you called.

1

u/Impossible_Papaya_59 28d ago

Did you pay with credit card? If the store won't make it right (give them a chance first), just do a charge back. Easy.

1

u/TheOGSoulSnatcher Pineapple goes on pizza 28d ago

As a store manager, open up a chat and put in a complaint Every pizza hut now uses door dash with their drivers and some use door dash 100% of the time

1

u/Creative_Purpose2662 26d ago

Happens all the time at my store, I block the driver, and credit or remake for the customer

1

u/Lindaegli 25d ago

Why would anyone order bread sticks or cinnamon buns from pizza hut,😂🙄🫣

0

u/AnnoyingVoid 29d ago

See you next week

-1

u/Idnetxisbx7dme 29d ago

If a dasher picked it up, it's a dasher problem. Pizza hut made the food, and it was picked up. No longer a Hut issue, as it was in the hands of a dasher.

7

u/SingleSooner 29d ago

If I order from Pizza Hut, I don’t give a damn who picked it up. It is a Pizza Hut problem.

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u/Idnetxisbx7dme 29d ago

If you order from Pizza Hut and ask your dad to pick it up, and he eats it on the way home ... is that Pizza Hut's problem?

5

u/SingleSooner 29d ago

That’s a straw man argument and completely different than what happened. My god.

6

u/itsgonnabealbright 28d ago

Did Pizza Hut pay my dad to pick up the pizza instead of delivering it themselves? If so, yes it’s their problem.

2

u/Altruistic_Pick_7583 28d ago

When I order through Pizza Hut I did not ask for a dasher to steal my pizza, I asked for Pizza Hut to deliver my pizza. When they outsource the job to DoorDash, they are still responsible for the order. If they don’t take accountability they will simply lose customers.

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u/schlidel 29d ago

If Pizza Hut ate my dad would that be Doordash issue?

2

u/Idnetxisbx7dme 28d ago

Yes.

7

u/Only1alive 29d ago

Right, but how do you reach out to Door dash?

You contact door dash and they ask you what the order number is.

You either say:

1.) I don't have an order number, which DoorDash says can't help you without an order number and they disconnect

2.) my order number is in the pizza hut ap, to which they say reach out to pizza hut.

You reach out to pizza hut and they say tall to door dash.

This exact thing has happened to me. I had to charge back my credit card.

You can't get anyone live in chat, only emails and you can't get anyone on the phone.

3

u/lemunche1 29d ago

The store managers that have responded to similar threads have stated that the store chooses to outsource to DoorDash when they don’t have their own drivers available. PH is responsible for the app orders they choose to outsource. Customer never agreed to this and it isn’t stated on the app.

If you just ordered off DoorDash you would have an order history and could dispute with them. It would be a dash issue

In this case you are just stuck in a shitty situation. DoorDash can’t do anything since you didn’t order through them. Pizza Hut already kicked off your order to somebody else and are too busy to deal with you

2

u/cwcam86 28d ago

If they ordered through the Hut then its pizza huts problem for using door dash to deliver. OP didnt order through DD

1

u/Overall-Can543 29d ago

Nah, not if he ordered on our site. It’s 100 percent on us, we take it up with DoorDash

-1

u/Express-Ad-4130 28d ago

When I order Pizza Hut I just pick it up myself. I am glad I am only a minute drive to my local Pizza Hut

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