I’ll Have A Slice Of Cancellation

, , , , , , | Working | August 11, 2019

(I have just recently moved across the country for a job and am settling into a new place. One night I decide I want pizza, and decide to place an order with one of the local stores of a national franchise. I order online, and get an estimate of about an hour. I wait an hour… and then longer. Eventually, I get back to check their tracker, but it’s not working for some reason. I decide to place a call.)

Employee: “[Chain] on [Location], this is [Employee]. How can I help you?”

Me: “Yes, I placed an online order about two hours ago, and I haven’t received it yet. I was trying to see if it had come out but I am having trouble with the tracker.”

Employee: “Let me check… Oh, I see. We cancelled your order.”

Me: “You cancelled my order?!”

Employee: “Sorry.”

Me: “Are you freaking kidding me? You cancelled my order and you didn’t even tell me?

(Click. He hangs up. I’m pissed, and still hungry, so I order from a local chain, which gets me my delivery in less than twenty minutes. Normally, this would be where it ends, but this crossed a line for me, so the next day during the day I call back to talk to a manager. What I’m hoping is that I’ll find out this was a fluke and I won’t have this issue again.)

Manager: “What can I do for you?”

Me: “I placed an order last night, and when I called in two hours later, they said they had cancelled it. And they didn’t even call me to tell me.”

Manager: “Yeah, the night manager told me about that. Sometimes it gets busy and wait times are long, and we don’t have the staff to deal with it, so we cancel them.”

Me: “That’s not acceptable! You can’t just cancel people’s orders without telling them!”

Manager: “We don’t have time to call up everyone whose order we cancel. That would just put us further behind.”

(The more we talk, the more clear it is that not only was this NOT a fluke, the manager talks about it like it’s the most normal thing in the world, and even has the nerve to get annoyed with me for calling it bad customer service. All this smells of crap to me, especially when the manager claims they can’t hire more people but that they do more business than any other member of that franchise in the area. Then, he drops a real doozy of a line.)

Manager: “This is just how it is, sir. We just don’t have time to call everyone when we cancel their orders.”

Me: “And you think that’s acceptable? To just leave them not knowing that they’re not getting their pizza?”

Manager: “Well, we don’t charge them.”

(That had never been the thing I was complaining about. It was clear he didn’t get it, so I turned down his offer of a credit — what good is a credit when you probably won’t even make the food? — and told him I’d never be ordering from him again. I contacted corporate to inform them of this and to see if I could arrange for delivery from a different store. They tried to placate me with ANOTHER credit and told me that they don’t allow that. I then told them that I would not be ordering from them again unless I moved to a different location. It’s a shame; I like their pizza, but it’s a moot point if I can’t get it, anyway. I’ll give my business to the locations that actually want my money.)

1 Thumbs
518