Ok, let me keep this simple. 3 large pizzas, 2 garlic breads, 1 pepsi (1.25L). Cost: $47. Order time: 10.15pm, Delivery time: 11.45pm. Do I need to say anymore?
On my return to Melbourne (from India), I ordered a few pizzas to be delivered at 11pm. I got out of the airport about 10.10pm so at 10.15pm ordered and specified the pizzas to be delivered at 11pm. I got home at 10.50pm. 11.15pm -> no pizza! My stomach was telling me to eat something quickly. 11.25pm –> no pizza! I tried to ring 131 166 but they had closed. The call centre guy guaranteed that delivery will happen.
By 11.30pm, I ran out of patience and with no way of confirming whether I was going to get my dinner I made a quick visit to the local shopping centre (which closes at midnight) and bought some food.
I returned at 11.45pm, and saw the pizza guy driving behind me trying to find the house. He was very apologetic, and explained that he was the “only driver”. I explained that if he was running late, is there any reason he didn’t call me (my number given to call centre) and inform me so I was aware. He apologized once more, and said it was an “oversight”. I appreciated his honesty.
He rang his manager to ask if he can give the pizzas for free since it had taken so long. To my surprise (and the driver’s), I was entitled to only 10% discount. After talking to the manager (took 15 minutes of hammering my point) myself, I negotiated a $20 deal. The manager’s reasoning was that: “I gave you an extra 45 minutes to make sure you arrived from the airport”. My point: “I did not ask for extra time mate!”.
In summary
* Total time taken: 90 minutes
* Cost: $20
* 1 of the pizzas did not have a hot symbol (although I didn’t make a huge fuss about this)
* No phone call from driver to warn of delay
* No way of me contacting Pizza Hut to confirm delivery (hot line closed)
Suggestions
* 4 simple steps of avoiding is: 1) tell the customer which store is making the pizzas, 2) give the customer a way of contacting the driver (pager, mobile phone), 3) Pizza Hut informing the customer of any delays, 4) Do not unfairly argue with the customer.
Rating - 0/10 (when you argue with the customer unfairly, the buck stops!)
Here’s my question: am I entitled for the pizzas to be free considering it took them 1.5 hours from the order time? The answer: I do not know. Pizza Hut’s website does not specify any time limits, except to say delivery times to Mt Waverley is 30 minutes. They do have a “Hot 2 you” guarantee. What do you think? I will be interested to hear your comments. I have emailed Pizza hut for clarification and will keep you updated. I am not so much worried about the cost, but rather the approach the manager took. It’s a matter of principle.
I’ve had a similar problem however, mine was related to my online order not processing/the store never received it however, they were more then happy to take the money out of my credit card.
I’m referring to Domino’s Pizza and specifically their online ordering system.
Put simply, I ordered online, paid with a credit card (have done so many times before without a problem), was told the order had gone through and when I checked my bank account, the money had come out - all seemed fine!
Now, they are generally pretty damned quick delivering pizza where I live. We usually get it well within 20 minutes. 45 minutes had past and still no pizza, but I decided to wait considering we never had any problems with them before (STUPID idea!!!). At the 1 hour mark I thought “something must be wrong”. I called and was told that no order was received although I had it right in front of me an online receipt telling me otherwise - not to me mention my bank account was $40 lacking!
I placed my order over the phone and had to pay again for the Pizza as they had no way of verifying that the money had or had not come out of my bank account. I wasn’t happy about this but like you, I was bloody hungry at this stage and was about to pull the fish out of the fish tank start frying them up! >:|
After talking to the manager for 20 minutes telling him how frustrating it was and requesting that I at the very least get a discount, I go absolutely nothing.
So, after almost 2 hours, I finally received my 3 large pizzas which to date I’ve paid $68 for (I still haven’t received the money back from the first transaction - its been a week now) and no discount what so ever.
Lesson learnt: Be prepared to pay a fortune and wait a ‘long’ time for pizza to be delivered when ordered online!
To not receive any discount is terrible. Scan the receipt, and email headquarters and let me know how you go.
Just an update on my previous comment… I have finally received a refund. It took them a few weeks to sort it out but we eventually got there. No special coupons, discounts or otherwise though for the stuff up on their behalf. Oh well, I got my money back I guess and that was my primary concern.
Pizza Hut will not refund my money. They said, its up to the store manager. They also there is no delivery time guaranteed. But, great work on getting the refund. To have paid for something you didn’t receive is not on.
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