A few weeks back I ordered a pizza online using my Credit Card. When the driver arrived he told me I had to pay cash because I didn't order with a CC. I told him I have the confirmation email showing that it was a CC order. He got upset and told me I had to pay cash. Mind you there is nothing wrong with my CC or have I ever had this problem before. I told him he needed to call his manager. The manager confirmed to the driver that it was ok. The driver then asked for my CC. I gave it to him and he proceeded to loudly give the info over the phone standing in my alley right next to a neighbor that had workers within hearing range. I was not happy about it and told him that that was not acceptable. He got upset and nasty.
After he left I contacted the manager at that location and he told me that that is not their practice to have the driver calling out the CC# but did not apologize and seemed to blow me off. I contacted the customer service hotline and reported the incident and requested a call back from a regional manager. They told me that that is not their policy but that it would be taken care of and they would send me a coupon for a free large pizza. I thanked them and left it at that.
After 2 weeks I still had received nothing. I contacted them again asking was it taken care of and told them I didn't get my coupon. They said they sent it out but it came back return to sender. She told me the address which it was sent to and it was mine. So she apologized and sent me two coupons for pizzas and assured me that the driver was disciplined.
I received the coupons yesterday and today ordered online using the coupon code I was instructed to use. I did the order ahead feature for 11:30am. At about 11am I received a confirmation email saying my order has been processed.
To avoid a problem I called the location and verified that it was a free pizza and that I had entered the code.
Well... They sent me the same driver with an even worse attitude.
Again he told me it was cash only. I calmly explained to him that I put the code in AND called and verified with the manager.instead of calling the manager this driver became rude, loud and stepped up to my face. He had already handed me the pizza and I had already given him the coupon and $5 as a tip. He told me no cash no pizza and pulled the box from my hands. Handing me back the coupon but not the $5 until after I asked for it.
He then started getting louder saying that I'm the only person he has had problems with. I told him that was funny because he is the only driver from that store that I have ever had problems with. I told him he needs to contact his manager and get it straightened out. He called, which is all he had to do in the first place, and the manager again confirmed that this was a free pizza.
He knocked again and I handed him the coupon, no tip, and he again got loud and told me he would get in trouble if he didn't come back to the restaurant with $20.00, he would be in trouble.By this point I was beyond upset and raised my voice at him... Not yelling but loud. He then stepped up to me again. I told him never to come to my door again and he had better leave... He did so.
I called the manager and by this time he knew who I was. Again this manager seemed to care less about what was going on. I will be contacting corporate tomorrow to address this situation further.
I have worked for the federal government in the past training customer service. I am very customer service oriented. Good service... Good tip and I go out of my way to let the managers know when their employees are doing a good job. On the same page as that, I also will let you know if your customer service is bad. If its just poor or average I say nothing.
I don't think this is just the drivers fault. Good customer service starts at the top and should be taught to all employees.
Enough said for now.
Mark
San Diego, California
U.S.A.
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