Won’t See A Single Slice Of That Refund

(I work for a one location pizza shop. A woman calls and orders a pizza and a salad and spends around fifteen minutes ordering, price checking, and deciding on her personal pizza and salad. My driver returns and ten minutes after she calls.)

Me: “Hello, thank you for calling [Pizza Shop] Pizza! Will this be for pickup or delivery?”

Woman: “Neither. I got a pizza from ya’ll and there’s a problem.”

Me: “I’m so sorry to hear that! How may I assist you?”

Woman: “See, when I ordered, I thought ya’ll were [Chain Pizza Shop].”

Me: “…I’m sorry?”

Woman: “So, yeah, I don’t want this. Send the driver back with my money.”

Me: “I’m sorry, ma’am, I can’t do that.”

Woman: “Why not?”

Me: “I answer every phone call with our shop’s name. You ordered from us; we fulfilled your order. Our transaction is done.”

Woman: “I must not have heard you. I don’t want this, though.”

(This continues on in this manner for another few minutes while my driver is stand there watching me incredulously.)

Me: “I don’t know what to tell you, ma’am. I will not send my driver out with a refund. This shop has never been [Chain Pizza Shop], this phone number has never been associated with [Chain Pizza Shop]. There is not a [Chain Pizza Shop] for ten miles.”

Woman: “I want to speak with your manager.”

Me: “Ma’am, I am the manager.”

Woman: “I want speak with your supervisor.”

Me: “That’s me right now.”

Woman: “Well, who’s above you?”

Me: “That’d be our owner. He’ll be here at 11 am tomorrow morning.”

Woman: “What’s your name?”

Me: “My name is [My Name], ma’am.”

Woman: “Well, I’m going to call him and tell him how rude and unhelpful you’ve been.”

Me: “You tell him whatever you feel you need to, ma’am. Have a great night!”