| rev:text
| - I was hoping that I would not have to write a bad review. I am a regular Mr. Jim's customer, I like their food, and I have never had a problem with their establishment. Until today. Short version: Mr. Jim's messed up on an order, a bad review was posted, and an uncalled for response full of assumptions, untruths, and excuses was posted in response. Long version: My friend placed an order for our group and my husband picked it up on his way home. The pizza's were handed to him and he left. He didn't know that wings had been ordered as well. My friend called to get his wings and Mr. Jim's could not fix the situation. So I did. I picked up the wings and everything was fine. Until I read the response that Mr. Jim's posted to John's review. Please feel free to look it up.
TO MR JIM'S PIZZA:
1) My husband's initials are not A.L. Neither are mine. I do not know where you pulled that from or why that would even be necessary to include in your response. 2) It doesn't matter who picks up the order, you should always double check it even if it is not a "regular order." 3) In your response you say that John admitted he had been drinking...my friend had consumed two beers. You made it sound like he was a raging drunk. He's just responsible and didn't think that it appropriate to drive to fix your mistake. Again, relevant to your response why?! 4)Pick up order or not, if you messed it up you should have fixed it. You later state that, "You suppose you could have offered to deliver them." You suppose?! Of course you could have. Then this whole mess and second one star review could have been avoided. A simple, "I'm sorry sir, I'll make a fresh batch to send with the next available driver," and everyone would have been happy. We would have been willing to wait an hour if you would have been willing to fix what you messed up. We understand busy business. We do not understand bad customer service. 5) I was annoyed at the situation. NOT my friend. You both should have handled it differently. I did say that he might have had a bad day. I did say I had not heard him speak bluntly to someone like that. Does that justify your bad customer service? NO. Is that an excuse to claim extortion on a yelp review? NO. You were correct in stating that I left without saying anything to the MEN in my group. They would not have been agreeable to me fixing what you should have. 6) John is a UNLV graduate and employee. I shared that information with you so that you would know that he was both educated and is surrounded by and works with people that are also educated as well as respectful. Of course he most definitely is used to people being respectful because we surround ourselves with other educated and respectful people. I did not call him a "big shot" thank you very much sir. Nor was his position used as any kind of leverage. Yet again...what does this have to do with your lack of customer service?! 7) I appreciated the apology and the brownie was delicious. I fixed your mess up, including your lack of customer service, and accepted your apology and the proffered brownie. Why did you feel the need to go onto a public forum and belittle your regular customers? You have several negative reviews. It's my firm opinion that if you spent half as much time developing customer service skills as you apparently spend defending why you have no customer service, your reviews would improve! 8) We actually do yelp positive reviews to businesses frequently... when a business offers outstanding customer service. We enjoy your pizza but there has been nothing about the service that has gone above and beyond the normal expected level to warrant going on an writing a glowing review. 9) My final comment here...why in the world would you think that throwing out your education would make this situation any better? You had a second chance to make this right and instead you have dug a deeper hole AND manage to turn away another regular customer. I'm deeply saddened by your reactions, I expected more from a business that seemed to have so much more to offer in the early operating stages. Thank you for your time. I sincerely hope that you can turn things around for your business and start focusing on customer service, kindness and consideration, and on appropriately fixing your negative reviews instead of childishly lashing out at loyal customers.
Sincerely,
M.N aka A.L
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