Pizza Hut

I placed an order online and waited 20 min before my brother went to go pick it up. My brother told me that it wasn't even started yet so he had to wait an additional 20 minutes. What is the point of placing an online order if you're not going to fulfill it? However, my main complaint is how dirty this location is! Trash everywhere, dirty tables AND a cockroach literally crawled out of our pizza!! I am a business owner myself and I would not make this stuff up. I took the pizza back and waited until there were no customers in line before i showed the lady my little friend in the pizza box (we killed it to keep as proof). I told the lady that I felt bad for asking for a refund and didn't want to make a big deal, however, people need to know. The lady gave me a refund....but she didn't apologize at all or even act surprised.... If I was in her place I would have been appalled and offered a heck of a lot more than a refund (although I am not asking for such, I'm just surprised at her reaction).