Pizza Hut - ***

So I don't know why this is such a difficult thing to get a refund back for a terrible experience and wrong food order. I've tried contacting the store specifically and always get hung up on even though I can't even explain what happened.

I've tried going through the process of the online chat service and nobody ever gets back to me. I was even told a refund would be given to me and nothing has happened at all. I had a terrible experience at the *** on 12/24/2025 located at ***. I ordered through a browser on my phone and for some reason don't have an order number.

I have a total of $103.18. It was placed around 5 PM and I was informed it would be ready around 6:15 PM. I sent my aunt to get the order and chaos was happening at the store. They couldn't handle the orders but said our order would be made as soon as possible.

I told my aunt to wait since other options would probably be closing and it would hard to make an order anywhere else. After waiting for a long time around 7:45 PM, they handed my aunt some boxes and she brought what they gave her home. I opened the box seeing that the pizza wasn't correct at all...some of it cold and folded because apparently they didn't have a large box. They also were short an entire pizza.

The desserts were terrible and nobody ate that night, so I called immediately.

They wouldn't talk to me on the phone about it the first few calls and then it seemed like I was directed to some customer service. I offered to return the food but they had closed at 8 PM that night and I felt they wouldn't have even let me in the door. I was told by the person I talked to that a refund would be sent but that it would take a while since it was going to be during the holidays. I have waited and tried calling to talk to the physical location and they just plain refuse to talk to me...often putting me on hold or hanging up on me.

I've not really even been able to receive any phone call or email from Pizza Hut after going through the process twice now to explain the entire incident. All I want is a full refund, I've not ever been this upset and frustrated over something that can be handled a lot better if someone would just issue this refund. I don't know what else I'm supposed to do...I do have photos of the food and a picture of the receipt.

No order number was given to me besides what they use when they are call out an order in the store. Tell me if anything else is needed because I would like to get this resolved so I can not be upset about this anymore.