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| - What university town doesn't have a glut of pizza joints surrounding the campus? You would think all the competition would motivate each establishment to vie on quality, taste, price, service, convenience--something to differentiate itself from the place down the street.
Pizza Hut doesn't seem to care about standing out on any basis except bad customer service. We ordered 15 pizzas today for lunch before a lecture. Delivery time was set for 11:45 so people could get pizza before the noon lecture started and they could eat it while listening to the speaker.
The lecture started on time but the pizza was late. The delivery boy finally showed up and brought 10 pizzas in one trip and said he had to make a second trip for the rest of the pizzas, plates and napkins. By the time things were set up, It was too late to interrupt the speaker and ask the audience of 40 to help themselves to pizza in an adjoining room.
I told the delivery boy I was unhappy that he was late and that I would keep the pizzas but would not pay for the pizzas since they were going to sit around for an hour and get cold before people could eat them. I told him I would call his manager and discuss the situation with her.
He said if I wasn't going to pay for pizza, then he would take them all back. He started to pack them up while complaining that I was messing up his scheudle. I relented, signed for the them, and went to call the manager. The manager heard my story but said I could either have the pizzas picked up or pay for them. They would not comp them even though they were delivered late and our guests missed a timely lunch.
The manager said she did not have the authority to comp $200 worth of pizza. She could just pick them up or I could pay for them. It dawned on me later that if Pizza Hut picked up the pizzas, by law they would have to throw them away, so they would be losing the money whether they were picked up or if they comped them. I asked, haven't you ever had a bad experience at a restaurant and had the manager come over, apologize for the screw up and comp the meal? She said she couldn't comment on that scenario.
The irony is that this order went bad at two different times. I called the store hours before delivery and told them I could meet them on the street with a cart so the driver wouldn't have to waste time finding a place to park or getting lost looking for our building. I was told that wasn't necessary. If we had done that, I would have been happy with the order and it would have been on time.
Later, if the delivery driver had brought plates and napkins during his first drop off, people could have started eating, but I had to wait for his second trip for the plates and napkins and by then our lecture had started and it was too late for people to eat.
So Pizza Hut got their $200, but we didn't get timely delivery or hot pizza. It ended up sitting around for 1-1/2 hours. We won't be ordering anything from them in the future. On average, we order pizzas at least once a month--Big Jimmy's or Hungry Howies, stand by for our call. Just be on time.
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