We have ordered from Hana Maria previously and been happy with their pizza. After our experience this evening, however -- and the mistreatment I personally received from the Hana Maria management --, we will never order from Hana Maria again.
In summary: Hana Maria staff lied to us when we questioned our already late order; our delivery arrived nearly a full hour past due (and was at best lukewarm); our order was delivered incomplete; and after an initial expectation was raised on delivery that Hana Maria, in compensation for the inconvenience, were not going to ask for payment on our order, the restaurant manager then did an about face and demanded payment in full. He lied to me about how he had already discounted our order 'because of this' (which he had not), insisted that the most token of discounts was 'all he could offer', and told me brusquely that 'if I never wanted to order from them again, that was up to me.'
Full details follow:
We were text-messaged directly by Hana Maria with a special 15%-off offer. We placed a delivery order at 7.50 pm Sunday evening for a 'Hana Family Feast' (1/2-metre pizza, 1.5L Coca-Cola, small side salad, order of 6 chicken wings) to which we added a £1.50 basil dip. Our order total came to £25.92 (cash on delivery). We were told our pizza would arrive in 45 minutes.
At 9pm (already 25 minutes past due), we phoned Hana Maria to query our order-status, and my partner was told 'your order has left the restaurant'. When he asked for confirmation of that, he was then bizarrely told, 'your order is leaving the restaurant in a couple of minutes'. He asked which was the truth and was told 'yes, it's just leaving for delivery now'.
We live 5 minutes from the restaurant, but our delivery driver did not in fact arrive with the order until 9.25pm (50 minutes past due). At that time, he gave me the food and I tipped him; he then thanked me, wished me a good evening, and walked back to his motorbike. My immediate assumption was that it was very kind of Hana Maria to give us our dinner gratis in recognition of the fact that they were unacceptably late in delivering it. This seemed to be a perfectly reasonable and generous gesture in the circumstances.
Two minutes later however, our (blameless) delivery driver again rang our doorbell. 'Sorry, did you pay by card when you placed your order?' I paused, then responded by explaining that we had not, but that I was surprised to see him back: my assumption had been that Hana Maria were not asking for payment on this extremely late order.
The driver handed me over his phone, and the person on the other end eventually passed me on to the Hana Maria manager. I explained our position: that we had waited an hour and forty minutes for a 45-minute delivery order; that we had been extremely dissatisfied; but that I had been under the impression Hana Maria were (generously) making good on their mistake by offering us our food at no charge.
He informed me that that was 'just impossible', and explained that they expected full payment on our order. I told him that, in the circumstances, that expectation was ridiculous: we had previously ordered from them and been very happy, but on this occasion we were not at all pleased and expected them to make good on having so obviously inconvenienced us. He told me 'we've already discounted your order by £10 because of this, and I'm sorry, we can't do better'. This gave me pause, and caused some confusion: 'I'm sorry', I said, 'I hadn't realized that. So what total is your driver expecting from us, then?' '£25.92,' he told me. 'But that's no discount at all,' I replied, quite surprised. 'That is, in fact, our original order price.'
'That's right', he explained. 'Your order was already a discounted order for the family feast, so we can't discount it any more.' I was absolutely gobsmacked: 'The fact of your having made a special offer is not our concern,' I said. 'I'm asking you to make good on having kept us waiting nearly two hours for our dinner. And, for that matter, for having lied to us on the phone half an hour ago about our order status.'
He told me, 'Listen, I can do £22, no less.' I told him all this was pretty outrageous, and mystifying. If this was the tack they were going to take, we would never be ordering from them again. I was then told that 'Whether or not you order from us is up to you, but we expect our money'.
So I paid the (blameless) delivery driver £22. He apologized profusely, and I told him it certainly wasn't his fault.
To top this all off, our pizza was at best lukewarm, and our (extra charged) basil dip was never delivered.
This has been a singularly unpleasant, alarming, and completely off-putting experience. This is a real shame: decent pizza, but absolutely APPALLING service. read more