My complaint:
I put an order online at 7:15 they processed my order baked my food and quality checked it by 7:45 I called the store around 8:30 because I still didn’t receive my food and it still was on quality check from almost an hour before. When I called the store the lady I first spoke with told me they were busy and my food was in the warmer and I asked how long it would be and she told me another 45 minutes after already waiting over an hour so I was upset and she asked if I would like to speak to the manager I said yes so she put me on hold. I waited on hold for more than 10 minutes just for the manager to never come to the phone. I called back and asked to speak to a manager the lady informed me she was the manger I explained my situation and she was very rude about it telling me that they had 50 pizzas before mine and they are busy and was not trying to resolve the situation in anyway on top of being rude and nasty. Never once did she apologize for the long wait or try to accommodate me in anyway not even an apology. So I informed her that I already paid and I put a tip on the card which I would like to take back because of the poor service and long wait. She told me that I can’t penalize the driver because they’re busy and she’s just going to cancel my order after I already paid and waited over an hour for it along with bad customer service. I told her I don’t have to tip and you can’t cancel my order because I wanted to take my tip back rightfully so. A tip is not required especially after poor service. When I was waiting on hold the first time I called the store I did receive a message saying the driver was on his way. So after the back on forth with the manager who told me her name was Monica Jones (or Monique) and telling me she was canceling my order thankfully the driver pulled up to deliver my food as he was already on his way. As he got to my door he answered the phone and it was Monica the manger telling him to not give me my food because I wanted to take me tip back. This is absolutely ridiculous and the worst customer service I’ve ever experienced. On top of the bad customer service the food that I received was cold (of course it was cold it was ordered at 7:15 done cooking at 7:45 and I didn’t receive until 8:40) this is just terrible service and cold food it makes me never want to order from this location again especially if that’s who you choose to have running it
Suggested solution:
They should definitely find new management that knows how to handle situations professionally and not be rude and nasty to people. I would like to receive a call or email back regarding this situation.
