I'm honestly very disappointed with the Papa Murphy's location in Pleasant Grove, Utah, located in the Macy's shopping center. This review is mainly about how I was assisted when I called the store and also about an unnecessary change Papa Murphy's has made for customers.
For years, Papa Murphy's included a paper with the pizza that clearly showed the cooking temperature and instructions for the different types of pizzas. You could simply look at the paper and find your pizza. Thin crust, original crust, XLNY, gluten free, and the other types all had their cooking instructions clearly listed.
Now, for some reason, the instructions for the stuffed pizza are not included on that paper. Instead, customers are apparently expected to scan a QR code.
So I called this Pleasant Grove location and asked a very simple question: What temperature do I cook my stuffed pizza at, and for how long?
Instead of simply telling me the answer, I was told that I had to scan the QR code.
Think about how ridiculous that is for a moment. You are selling people a pizza that they have to take home and cook themselves, yet you have made it harder for them to find out how to cook it. The information used to be right there on the paper. The paper still includes instructions for several other types of pizzas, but for the stuffed pizza, the customer now has to use a smartphone, know how to scan a QR code, and go through extra steps just to find the temperature and cooking time.
What about elderly customers? What about someone who doesn't know how to use a QR code? What about someone who only has a basic phone? Or what about customers who simply shouldn't have to pull out their phone and go online just to find out how to cook a pizza they just purchased?
And what really bothered me was that I actually called the store to get help. This should have taken a few seconds. Someone could have simply said, "Yes, the instructions aren't printed there anymore, but here's the temperature and cooking time." Instead, I was told to go scan a QR code.
That is not good customer service.
Papa Murphy's, you need to seriously reconsider this decision. You had a simple system that worked. Customers could look at one piece of paper and immediately know how to cook the pizza they purchased. Now you have removed information that was already there and replaced convenience with unnecessary technology.
Not everything needs a QR code.
Sometimes the better option is the one that actually makes life easier for the customer. Put the cooking instructions back on the paper for ALL of your pizzas, including the stuffed pizza. Don't make customers jump through extra steps just to cook the food they bought from you.
This is something that should be simple, and Papa Murphy's has somehow managed to make it unnecessarily difficult. I hope the company and the Pleasant Grove location take this seriously because customers should not have to fight to get basic instructions on how to cook the pizza they just paid for. read more