I thought I was ordering a great tasting pizza, but I received so much more…read more
Last weekend, my family and I ordered an Ultra Thin Crust Pizza with sausage, pepperoni, and a garlic butter crust. It was fantastic! The ingredients and taste were great. I especially appreciated the ultra thin crust.
Fast forward, today, my husband and I were looking for something quick for lunch, and I suggested ordering the same pizza we had just ordered.
We live approximately 6-7 minutes from the Bolingbrook location, and our previous delivery experience was excellent. So, we were more than eager to do this again.
The estimated delivery time given is spot on. Here's where this all begins to go to the left. There was an issue with my delivery address. The address was one number off. The delivery driver contacts me to say he cannot find my address. My husband and I are looking out the window at the driver, trying to tell him he's right at our home.
My husband goes out to meet the driver; he pulls into the driveway but says he can't deliver it because the address is incorrect. I attempt to show the driver my State ID and credit card to verify that I am the official purchaser of the PAID order (which included a tip for the driver). This was not sufficient for the driver under the company's policy. The address was not correct, so he had to contact his company.
I, in turn, contacted HRI (Bolingbrook). I spoke with the store manager, Mr. Nelson. He explained the delivery company's policy to me and immediately stated he would refund my payment. I wanted my order. I couldn't believe that my order was in front of me, but I can't have it. I have sufficient evidence that I placed the order and paid for it. Yet, approval was needed for me to receive my order. I felt that my character and integrity was being called into question for fraudulent activity. I know that fraudulent behavior occurs in our society, but I AM NOT A PARTICIPANT! The driver did not give us the order (so we thought).
This didn't sit well with me at all. I again contacted Mr. Nelson at HRI (Bolingbrook). He took the time, and we had a productive conversation. He listened to me as a consumer, and I listened to him as a business manager. I greatly appreciated his willingness to listen and provide the insight I needed. I didn't understand why my State ID and credit card with my government name on it weren't sufficient to receive my order, even with an error of one number off my address.
It is at this moment that Mr. Nelson turned this unfortunate experience for me into something so much more. Mr. Nelson said, "It sounds as though you and your husband haven't eaten today. Let me make your order over for you and deliver it myself." I was completely shocked! I was so shocked that tears began to flow because I couldn't believe this store manager was willing to do this.
Mr. Nelson did exactly what he said. He promptly remade our order and delivered it himself. Upon his arrival, my husband and I learned at the same time that the previous delivery driver had left the first pizza on the front steps of our home and never notified us. My husband and I invited Mr. Nelson into our home for the delivery, and we expressed our sincere gratitude to him.
Yes, our society and culture are shifting, in some good and not so good ways. However, I was raised to demonstrate positive morals, values, integrity, and character. Mr. Nelson demonstrated the same. He DID NOT have to do what he did, but he demonstrated godly character for himself and well as for HRI (Bolingbrook). The pizza was piping hot and absolutely delicious! I will continue to support this location.
Thank you, Mr. Nelson, for caring! You made me feel, as a consumer, that I am valued and appreciated. May God continue to bless him, the establishment, and his family greatly!