Thinks Their Complaint Is Supreme

, , , , , | Right | November 1, 2017

(A customer has placed an order online for several pizzas, one of which is a supreme, from which she has removed all but two of the toppings. Her husband comes in to pick up the order and we receive a phone call shortly after from the wife.)

Customer: “My husband just picked up our order and one of our pizzas is wrong.”

Me: “Sure, I’ll just look up your order in the computer.” *I do* “Yes, I can see your order. Which pizza was the one that has been made wrong?”

Customer: “I ordered a pepperoni pizza with pineapple, and all I got was eight small pieces of pepperoni with a few pieces of pineapple. It’s not enough toppings, and it’s not what I ordered.”

Me: “Ma’am, I’m sorry, but you’ve ordered the supreme pizza, and removed almost all of the toppings. The pizza looks that way as we have to weigh our toppings before putting them on the pizza, and different pizzas have different weights of toppings. The supreme only has eight slices of pepperoni and about thirty grams of pineapple as the other toppings will fill it out.”

Customer: “A supreme pizza definitely doesn’t only have eight pieces of pepperoni. Get me your manager.”

Me: “Ma’am, I am the store manager and I have been working here for over a year. I assure you the supreme pizza is only supposed to have eight pieces of pepperoni and thirty grams of pineapple.”

Customer: “Like h*** it does! Don’t f****** lie to me! Put your manager on the phone.”

Me: “As I said, I am the store manager; there is no one here higher than I am. We made your pizza how you ordered it and you received what you paid for. If you’d like to add extra toppings it will be $2 per topping for an extra 30 grams. If you were to add extra pepperoni and extra pineapple the total price for this would then be $16.95, an additional $4, or you can change your order to a pepperoni pizza and add pineapple which would cost you $13.95, only an extra $1.”

Customer: “I’m not paying any extra, you b****! You think I’m a f****** idiot! I know how much topping should be on this pizza; I order this pizza every time.”

Me: “I’m sorry, ma’am, but we made the pizza how you ordered. I’m sorry it was not up to your expectations, but we gave you what you paid for. If we added extra toppings without processing them through the computers and having them paid for, there would be discrepancies in our nightly stock take. As I said, if you would like to change your order and pay the difference, I’d be happy to remake the pizza and have it delivered to you free of charge.”

Customer: “I’m not f****** paying you anything! I want a full refund, and the whole order remade and delivered for wasting my f****** time.”

Me: “Ma’am, I’m afraid I can’t do that, as there were no problems with the rest of your order. If you don’t want us to remake the pizza and deliver it to you, then I will place one free traditional pizza under your account for next time. Thank you and have a good night.”

(I left after that as it became increasingly difficult to maintain composure. I didn’t hear from the customer again.)

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