My buddy had this not-so-great experience to share:
My complaint is against Canadian Pizza. I called them on the weekend and made my usual order, nothing grandiose, just two large pizzas and was promised an appearance within 45 minutes which is the customary line. An hour and a rumbling stomach later, and I still hadn’t seen light of a crust. So I called them back and asked, very politely, mind you, on the status of my pizzas. To which the guy who had picked up my call asked me to verify which pizzas I had ordered only to tell me the service had crashed and my order showed a 0-0. I don’t know what a ‘zero zero’ means but I figure it roughly translates to me having had to wait for an hour with no pizza in the oven, much less one on its way. He then promised to call me right back, but fifteen minutes later, and still no call back, led to me having to call them back. But it’s okay, it’s not as though I was giving them business or anything.
A third person picked up this time and I went through the whole charade again but this time I think they had gotten the message to which he replied, “Let me put you with the person who took your order ma’am”.
Much shuffling of phones and shouts in the background led to the following conversation (not verbatim of course but roughly what happened – imagine more frustration)
Canadian Pizza: Yes ma’am.
Me: Yes, can someone please explain to me what is going on with my pizzas?
CP: Yes ma’am, we apologise but the server was down and your order shows 0-0.
(again with the zero zero!)
Me: Yes so what’s the status with that now?
CP: Do you wish to make any further orders?
Me: … what happened to my original pizzas?
CP: It will be on the way soon.
Me: It’s been two hours, how long do I have to wait for these?
CP: 45 minutes.
Me: Let me get this straight. I have to wait ANOTHER 45 minutes for pizzas I ordered two hours ago and pay full price for them?
CP: No of course not ma’am. We will give you a ten percent discount for them.
(Ten percent of RM36.90 is a mere RM 3.69 btw).
Me: So I have to pay ten percent less and wait another 45 minutes for pizzas that should come immediately and that I should not have to pay for?
CP: Yes.
Words cannot describe how I felt. I vaguely remember shouting that this is the SECOND time this has happened (that is true, it happened to my brother not long ago) and to cancel CANCEL! the pizzas because if it comes I will not pay for them.
After which I hung up, called McDonalds’ and received my order within fifteen minutes.
I appreciate the fact that she was at least polite, but really, if a customer had to wait longer than 45 minutes for their order, the least they should expect is a better discount than ten percent and pizzas that should ideally be sent as top priority to soothe their fevered brows and rumbling tummies. Something for CP to think about.
Am I overreacting here?
lousyserviceslayer: No!
The Lousy Service Diary 