Long time customer here.
About a month ago, I ordered a small, thick crust pizza. Went to go pick it up and they informed me that they ran out of thick crust and someone should have called me. Unfortunately no one did so I took the thin crust one home, a little grumpy. Instead of running onto yelp or social media, I gave them a chance to fix it! I feel no one does this anymore and just runs and complains. I emailed them personally, explained the situation just to bring it to their attention. Wasn't expecting anything more.
The sweetest manager reached out to me personally, apologized deeply and credited my account for another pie on the house.
So tonight, I went and picked up my thick crust pizza on the house and it was amazing as always.
I appreciate the company reaching out and fixing a small issue to a loyal customer.