Brittany, Brittany, Brittany, what can I say other than, do better.
I ordered a Big Dinner Box yesterday online for my granddaughter's 6th birthday. From your store located at 5688 Silver Hill Road, Forestville, MD. I'm aware of how to order online and have used the app MANY times in the past and have yet to make a mishap of this nature. However, the mishap was not my biggest problem, the unprofessionalism, the attitude, the disrespect and total disregard for me as a customer of 1 day of 10 years was my real issues.
Where do I start? The pizza arrived 45 minutes after the arrival time. I called your store at least 15 minutes to check on the status and not once did anyone answer the phones, which means no one is getting serviced in any form. The driver finally arrived 50 minutes after the marked arrival time and without my soda. She was very NICE and professional and stated she would return with the soda. Due to the long wait time and the kids being hungry I asked the driver to have the store refund my card for the soda that was not provided. Once the driver left I proceed to get ready to feed the kids and to my surprised I found this, see attached. A dried out, no cheese piece, a mess. I called the store another 17 times and someone finally answered and to my surprise with an ATTITUDE!
This is where it gets good, not only did she act as if I was bothering her, she was the Manager. WOW. I informed her of the situation and how many times I've call and her response was what's wrong and what's your telephone number. I provided her with my number which is 301-. She returns to the phone and said oh well you ordered it that way. I informed her that I did not and we went back in forth. I then inform her that I'm trying to have dinner with my granddaughter for her birthday and I was not going to go back and forth with her. She informed me that she wasn't going to go back and forth with me because she is pregnant! ??? Not really sure what that has to do with anything?! I then proceeded to ask her if she was going to replace the pizza that did not have any cheese even though everything that I received was not appeasing to the eyes, the pasta was dry, the breadsticks looked old and it was overall BAD. She proceeds to tell me you order it that way, I informed her that I did not and if it came across in that manner it was incorrect, I also inform her that if they would have answered the phone the first 15 times I called we could have resolved this and that they failed to include my 2 liter soda I order as well. She informs me that people call all the time trying to get a refund and did I eat the pizza. Takenaback, but not really because this is the type of service you receive in this area. For some reason these restaurants feel they can take your money and not provide you with quality products and want to be disrespectful when it's a valid issues. I informed her that the pizza was not touched and I do not want it. After telling me I needed to pay for another pizza and going back and forward again she tells me she will send a replacement out and it would take 45 minutes. 20 minutes go pass and I call the drive back, he informed me that the manager was going to send another driver and she was sorry for all of this. The driver is more professional that the Manager, maybe a role reversal is needed.
Well it's the next day and I'm still waiting on the pizza and soda to be delivered. I'm writing you to let you know yes, I want a full refund at this point. The pizza is still on my kitchen table, my granddaughter's birthday was ruined, thanks, and after over 10 years of doing business with Pizza Hut I can no longer provide a $1.00 to a company that hires such horrible people. I've been in the customer service business all my life, I'm a the Manager of Membership Department for a Trade Association and deal with thousands of people over the telephone and in person and in no form will I ever handle a customer and or member in that fashion. I'm am a reflection of the company and more importantly I pride myself in being professional. It's not about the price because I can by serval pizzas and did willing pay for the food. It's the principle, if something is not right, 1st listen, 2 suggest, 3 apologize. It's that easy. Not disrespect, accuse, and lie. I would ask that your office ensure that my credit card is refunded in full and that your Manager receives customer service training at the least, she is the worst! Good luck with Brittany, your Manager, you're going to need it for sure! read more