I hardly leave a very harsh reviews as each business has it's unfortunate mistakes. Yet, many of them does try appropriate service recovery in some way or the other. But, Pizza Pizza unfortunately falls short of service recovery.
First of all the delivery person was on a very friendly conversation over the phone. They were more focused on the conversation and never made I contact. Next, my ordered was delivered with 2 items missing. I immediately noticed it and tried waving the delivery person down since this is the second time that the same store in Port Credit, Mississauga delivered a missing item. The delivery person didn't see me since the attention was on the phone conversation even as driving.
The pizza was as if though just thrown together. In one pizza the onions was just a big blob in the centre. In the second pizza the Bacon crumbles was only on 3/4ths of the pizza. The pictures paint a better picture.
I called the the service line and was offered only a $5 credit on the account. Waiting for the missing items makes the pizza go cold and I pointed out their 40 mins order delivery promise, the agent started to explain delivery percentages. No matter how much I explained that the pizza was going to go cold waiting for the missing items, it was apparent that the agent was not going to go beyond the $5 credit.
This is unacceptable service recovery, they should have kept the 40 mins order delivery or full refund promise. Here's why; if we were to pay for any purchase at any business, we owe them the full amount. The customer/client cannot just pay a percentage of the price/fee. The same principle applies the other way. When we make a purchase after selecting a product or service that is on offer, the full offer should stand. In my case, the delivery of the full order within the 40 mins delivery or full refund promise. Customers and clients select a product or service considering all aspects of the offer. Many businesses however are able to get away with providing poor customer experiences. Yet, we still have to pay the full price or subject to inconsiderate service recovery.
Shame on you Pizza Pizza. read more