My complaint:
I placed an order over the phone. Slice Sticks (with Bacon no jalapeños). When I arrived and was told the price, I asked the lady how did the price jump $2 more. She replied because I ordered bacon jalapeños. I told her I ordered no jalapeños. She huffed with a frustrated look and shrugged her shoulders and said, “We gotta make it over.” She rang the new order and quoted the price. I said, “No apology?” She continued to say, “They just gonna make it over.” I asked for the manager and she said that she was the manager. I asked her, “As the manager don’t you think it’s appropriate to at least apologize for the error?” Her response with her head tilted and smirk was , “Yeah alright they gotta make it over!” I said, “Thank you.” She said, “Yup.” I said, “Yup doesn’t accompany thank you.” She walked off to the back. There was a female customer who witnessed our conversation and she stepped up and said, “She never apologized to you and she didn’t even say you’re welcome!” When she returned to the front I asked her for her name. Her response was, “It’s on the receipt.” I told her that there’s no name besides mine on the receipt. I gave her the receipt and she examined it and said, “Oh, well, Dion.” I asked her, “How long have you been in management?” She said, “For a long time.” The customer who witnessed this interaction said, “I just knew you were going to turn around and walk out.” I smiled and said, “No; because the young man who took the order was extremely polite and respectful; he simply made a mistake.” I waited 15 minutes for the new pizza. A young lady came from the back with the pizza and said, “Would you like a soda or wings?” I opened the pizza to look at it and I said, “No ma’am; but thank you so much. I appreciate it.” Today was the first time I’ve been back in this particular Little Caesars because I have had horrible experiences. This morning I felt very good about the young man who took my order and the young lady who gave me the reordered pizza. The manager’s behavior exhibited extreme unprofessionalism and that she is oblivious to customer service etiquette. Unacceptable. I will not be returning to this Little Caesars and I will stop the organization I am affiliated with from purchasing the 20 pizzas, wings and sodas. Thank you for allowing me the opportunity to express my concerns and displeasure with this store.
Suggested solution:
Maybe have an Upper Management Representative go to this particular location undercover while this “manager” is on duty to observe her behavior and customer service. Speak with her about her representation of Little Caesars and offer Management training to remind her of the vision of Little Caesars and develop her skills for her position.
