Complaints

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 3/10/24, I called at 7:07 pm spoke with **** to place an order for my pizza. **** told me the pizza would be ready in 35 to 40 minutes. I called back at 7:12 pm requesting to add mushrooms to my pizza I was told by **** he would have to check being that they have already started making the pizza. The fact I am a paying customer I should be able to call back and receive whatever I wanted to on my pizza especially when it was 5 minutes later. When my partner and I arrived at 8:23 pm waited in line for 10 minutes to get to the register to be told that our pizza was not ready and we would have to wait another 35 to 45 minutes. When I asked to speak with the manager no one wanted to tell me who the manager was. The manager did not want to speak up. When the manager, ***** finally spoke up he had a very nasty, rude, nonchalant, he could give two f**** attitude about the whole situation. ***** replied, they are very busy and that we would have to wait until the pizza is ready. Who says this to a customer when clearly you all were in the wrong? Why did **** tell me the mushrooms could not be added and when we got there the pizza was not ready. When I asked for the corporate number or the district managers information ***** did not give it to me he continued making pizza. ***** did not care to rectify the issue. ***** did not try to provide a resolution. Why is this guy even a manager? Its very clear he lacks the ability to resolve issues with customers. Who trained this guy? Who gave him a management position? Did ***** receive a management position just because he showed up to work. Everyone does not have the capabilities of managing and ***** is one of them. ***** and ***** behavior is unacceptable. This is worse customer service I have ever experienced by the employee, **** and the manager, *****. Im surprised you all still have a business with ***** managing. ********************* every skills there is to manage anything. ********************* the ability to resolve issues and provide quality customer service. ****, lacks the ability to provide quality customer service as well. My partner just had major surgery and having to wait another 30 to 45 minutes was unacceptable. Whats the purpose of a call in order if we had to wait another 30 to 45 minutes to get our pizza. Apparently **** and ***** dont understand how call in orders supposed to work. The fact that we drove 30 minutes to get to the restaurant, didnt get our pizza we ordered over the phone and to be treated in such a manner is beyond me. This was a wasted trip which cost us in gas. Offering a free pizza is not going to be a resolution to this situation something needs to be done to **** and ***** for their behavior. As a paying customer we should not have had to deal with this type of behavior and treatment from your employees. We were inconvenienced in every way possible. Resolution: I would like to be reimbursed for my gas for traveling to your business and not getting the food I ordered because of your employees.

  Business response

  03/20/2024

  From: ********************* <****@gapco.pizza>
  Hello, ******!
  
  Thank you so much for reaching out to us to share your experience.  I am saddened to hear how one thing after another went so wrong from start to finish.  Please let me start by apologizing for the interactions you had over the phone and in person.  Coupled with the extensive wait time, I know how disappointed you were.
  
  My expectation of the team is to treat every guest with respect, do our very best to accommodate all requests, and provide delicious food within the quoted time frame.  We failed to do that, and I am so sorry.
  
  There are multiple ways that we will use your story to help make ourselves better.  I would also like to do what we can to regain your trust.  If you wouldnt mind giving me a good mailing address, Id be happy to send you a gift card that can be used at either location at your convenience.
  
  Thank you again, and I hope you have a great weekend.
  
  *********************
  Chief *************************************************** Avenue Pizza Company
  ************** | ****@gapco.pizza

  Business response

  04/02/2024

  From: ********************* <****@gapco.pizza>
  Date: Friday, March 15, 2024 at 2:23?PM
  To: ******************** <********************>
  Subject: Re: My bad experience
  Hello, ******!
  
  Thank you so much for reaching out to us to share your experience.  I am saddened to hear how one thing after another went so wrong from start to finish.  Please let me start by apologizing for the interactions you had over the phone and in person.  Coupled with the extensive wait time, I know how disappointed you were.
  
  My expectation of the team is to treat every guest with respect, do our very best to accommodate all requests, and provide delicious food within the quoted time frame.  We failed to do that, and I am so sorry.
  
  There are multiple ways that we will use your story to help make ourselves better.  I would also like to do what we can to regain your trust.  If you wouldnt mind giving me a good mailing address, Id be happy to send you a gift card that can be used at either location at your convenience.
  
  Thank you again, and I hope you have a great weekend.
  
  *********************
  Chief ************************************* style="color: rgb(33, 37, 41);">Greenville Avenue Pizza Company
  ************** | ****@gapco.pizza

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