There were quite a few issues with my experience, the culmination of which will result in my no longer patronizing this establishment. That's correct, two strikes, and you'll never see my business again.
Below is the feedback I have about the two experiences that led to my sentiment. Take it or leave it (although I suspect firmly based on recent past that you'll opt for the latter)....
First experience:
After seeing a commercial for some new items you were selling (crust flavors, etc.), I decided to take a chance again on Pizza Hut. I'd given up on your company a while back due to the quality of the food, but thought I'd give it another shot. My mistake.
After ordering two pizzas, each with speciality crust flavors, neither pizza arrived with a custom crust, and I was never called and alerted to the fact that the item was not available. The 2 liter soda was forgotten and arrived again 20-30 minutes after our food was delivered.
I chalked that one up to a mistake... Mistakes happen occasionally, I'm a generally understanding person.
Experience Two:
This evening. I order a bacon stuffed crust from the website, along with a soda and boneless wings. After being quoted 1:10 minutes (which I was willing to accept, but frankly think is crazy on a Thursday at 7pm), I was called 40 minutes later to be told the following:
a.) they no longer serve bacon stuffed crust pizza
b.) I was going to be given a regular stuffed crust pizza, no modification to the special I was receiving was possible (1-topping bacon stuffed crust turned into 1-topping stuffed crust. I would have liked to change my order if the order I made was not available)
c.) There was nothing that they could do to change things, because I'd already ordered and been charged on my card.
Keeping in mind that I'd have been happy to cancel my order, refund that charge on my card, and reorder what I wanted, I was more than upset by being told that I basically "get what I get" not that I "get what I want and am willing to pay for" or "get what I ordered".
My order, in sum, took 1:40 to arrive at my house.
As a long time Domino's customer (again, I was giving you a chance, and you failed), removing coupons, or items that are no longer valid or available from the website is the responsibility of the management of the store, which I've unequivocally lost faith in at this point.
Let this be an example of a time that letting things slide, or working with an absence of focus on customer service has cost you business. Best of luck, hopefully the commercials for your gimmicky items, which your supply chain and staff/management fail to be able to produce or keep stocked, afford you the ability to stay afloat for another little while. It's a tough market out there. read more