I haven't used our local Pizza Hut since they "forgot" our order on DD's birthday 2 years ago. However, they still charged us (a LOT of money for a LOT of pizza), just never delivered.
So I had a house full of hungry girls and no pizza.
When it came over 3 hours late, there were 0 apologies from the store. No apology from the store manager either. I had to take it to the district level but never got reimbursement. It was NOT ok!!
That night I would have totally just cancelled and gone elsewhere, but by the time we sorted out that cluster other stores had closed. And there would have been no way for me to get my money back. Even better, they had the order over 12 hours because it was placed that AM online. Angry, angry, angry!!
Switch to Papa Johns. We have another local chain that we are using more and more - honestly, if they had a cheesy bread, we would never use Papa Johns again because they are that yummy.