and its outta here.
This story happend over the last 2 days. This started out as a legit complaint involving yours truly then quickly devolved into a total EW money grab and a complaint taken way too far
I am dispatched on an order. as per procedure I check to make sure the order has all of the items the customer ordered. I notice 2 items missing so I call back to the kitchen for said items as they should have been already prepared and ready. since we are kind of busy, it takes a moment to get said items. I bag them up and head out the door not doing any further checking of said order (important in a moment) for missing items
I arrive at the customers house and get to the door. the customer (whom I have delivered to more than a few times before and has previously been a pleasent and nice person) is waiting and wants to sign the CC slip as I present it. He signs the slip and I had him his pizzas, sodas and side items. I proceed back to the store.
as I arrive back at the store the Manager is on the phone with a complaining customer. by the way the conversation is going I can tell the customer is the one I just delivered to. I gather there were 2 order of bread sticks missing from the delivery. AHHHHH CRAP I think. I did not check the order well enough. OK I guess I will have to suck up my mistake and deliver, on my own dime, a couple of orders of sticks.
As I listen further to the conversation, the manager says something about getting them the breadsticks delivered ASAP (meaning get them in about 10 minutes) OR they can take a credit for their next order.
Now here is where things veer wayyyyy off course and I am now a bystander in this whole situation.
The customer is now demanding the WHOLE order be voided off their CC. Now this is a $50 order. essentially they now want the WHOLE order for free. The manager is quite insistant that they can not do this. the best that can be done is refunding the CC for the price of the breadsticks or they get the missing items delivered ASAP or they can refund the price of the breadsticks
NO the customer DEMANDS a total refund.. the manager again says they are not authorized to do this at their level. customer demands to speak with the area manager. the manager is not very happy at this moment. they are not really mad at me but at the situation the customer had now created.
later the area manager speaks with the customer, bargins with them and offers them a $20 credit. NOPE not acceptable to the customer. Meanwhile the customer get on Twitter AND FaceBook (their own account and <pizza place> and just blasts the manager and area manager "claiming" they were very rude, inconsiderate and few other nasty things.
Finally the top manager in my franchise is drawn into this. he talks to the customer and customer revels the Tweets and FaceBook blast posting and (I think) somewhat apologises for the nasty posts. the top manager's answer to the situation is........
and this is all too familiar to us here on CS.......
JUST REFUND the CC for the order amount. manager is none too happy about this from the word go. they are literally shaking from anger.
all of this drama (yes "started" by yours truly) over a couple of orders of missing breadsticks.
This story happend over the last 2 days. This started out as a legit complaint involving yours truly then quickly devolved into a total EW money grab and a complaint taken way too far
I am dispatched on an order. as per procedure I check to make sure the order has all of the items the customer ordered. I notice 2 items missing so I call back to the kitchen for said items as they should have been already prepared and ready. since we are kind of busy, it takes a moment to get said items. I bag them up and head out the door not doing any further checking of said order (important in a moment) for missing items
I arrive at the customers house and get to the door. the customer (whom I have delivered to more than a few times before and has previously been a pleasent and nice person) is waiting and wants to sign the CC slip as I present it. He signs the slip and I had him his pizzas, sodas and side items. I proceed back to the store.
as I arrive back at the store the Manager is on the phone with a complaining customer. by the way the conversation is going I can tell the customer is the one I just delivered to. I gather there were 2 order of bread sticks missing from the delivery. AHHHHH CRAP I think. I did not check the order well enough. OK I guess I will have to suck up my mistake and deliver, on my own dime, a couple of orders of sticks.
As I listen further to the conversation, the manager says something about getting them the breadsticks delivered ASAP (meaning get them in about 10 minutes) OR they can take a credit for their next order.
Now here is where things veer wayyyyy off course and I am now a bystander in this whole situation.
The customer is now demanding the WHOLE order be voided off their CC. Now this is a $50 order. essentially they now want the WHOLE order for free. The manager is quite insistant that they can not do this. the best that can be done is refunding the CC for the price of the breadsticks or they get the missing items delivered ASAP or they can refund the price of the breadsticks
NO the customer DEMANDS a total refund.. the manager again says they are not authorized to do this at their level. customer demands to speak with the area manager. the manager is not very happy at this moment. they are not really mad at me but at the situation the customer had now created.
later the area manager speaks with the customer, bargins with them and offers them a $20 credit. NOPE not acceptable to the customer. Meanwhile the customer get on Twitter AND FaceBook (their own account and <pizza place> and just blasts the manager and area manager "claiming" they were very rude, inconsiderate and few other nasty things.
Finally the top manager in my franchise is drawn into this. he talks to the customer and customer revels the Tweets and FaceBook blast posting and (I think) somewhat apologises for the nasty posts. the top manager's answer to the situation is........
and this is all too familiar to us here on CS.......
JUST REFUND the CC for the order amount. manager is none too happy about this from the word go. they are literally shaking from anger.
all of this drama (yes "started" by yours truly) over a couple of orders of missing breadsticks.
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