Don't Just Fume...Complain.

[MineralMan]

Ticked off at a company? Not treated well on a visit to some franchise operation? Don't just be pissed off. Complain.

Recently, my wife ordered two pizzas from a local Pizza Hut, using the ordering system at the Pizza Hut website. She submitted the order an hour before we wanted the pizzas, and ordered them to be picked up at the store. The confirmation email said that they'd be ready at a specific time. So, I drove over there at that time to pick up the pizzas.

(Note: I'm not a fan of Pizza Hut pizzas, frankly, but that was what was ordered.)

So I got there, went up to the counter and said my name and that I was there to pick up my pizzas. I got this:

"Those pizzas aren't ready." I asked when they would be. "About thirty minutes."

But wait. I had ordered them an hour before, so I asked if there was a reason they weren't ready. "I have no idea."

I realized that they hadn't started making them. They waited until I came in the door before even putting them together. I asked about that. "Yah, we don't bother making pizzas ordered on the Internet until the person comes in to pick them up." I asked whether they would have made the pizzas in advance if I had called their phone number. "Yah, probably."

While I waited, I had a conversation with the manager, who I asked to come talk with me, through the clerk. She wasn't any more helpful. She also told me that they never make pizzas from Internet orders until the person shows up. I asked what the point of having Internet ordering was, then, if they didn't try to have the pizzas ready at the time promised. She just shrugged. I waited and got my pizzas and took them back to the house.

So, I sent a feedback to the corporate website, explaining what had happened. They take the store number, the time of the order, and the amount paid for the pizza. I wrote a description of the experience, and explained that I wasn't that pleased with this policy of not making pizzas until the person who ordered showed up.

So, today, I got a phone call from the franchise owner. I have a couple of free pizzas coming the next time I order. He didn't sound all that happy about it, but he must have gotten a wake-up communication from corporate. He apologized for my inconvenience. It almost sounded sincere. The coupons for the free pizzas will be in the mail. Whether I use them or not is open to question, but the complaint did get some action.

So, complain. Don't get pissed and stew about it. Just complain. Let corporate know how their franchise owners are representing the brand. You'll get a free pizza, at least.

[spin]

1. Nothing wrong with complaining. I've found the higher you go the better. (n/t)

[MineralMan]

2. Well, for franchise operations, the corporate headquarters is the place.

They're very brand conscious, and try to deal with disappointed customers. Every franchise store reflects on the corporate brand. So, they contact the franchise owners and tell them to fix it.

[spin]

3. Exactly. (n/t)

[MineralMan]

4. Probably what happened was that a couple of people in

a six-month period didn't show up to pick up the pizza they ordered, and the owner of that franchise got all pissy and decided not to make pizzas on Internet orders until the person showed up. That policy backfired on him, and corporate told him he couldn't do that. I may have been the first person to bother complaining.

I don't really blame the people working in the store. They were just doing what the owner told them to do. The owner's pinching of pennies is usually the problem with that kind of thing. However, the attitudes in the store weren't all that great, either. And I never got angry, either. I don't do that. I just ask questions when I'm dissatisfied.

[spin]

13. Store owners at the local level are interested in "pinching pennies". ...

Those at the corporate level are interested in the "big picture" and realize that satisfied customers not only are repeat business but are the best form of advertising.

[Ace Acme]

23. My girlfriend used to work at a diner

Management's idea of shrewd business practice was to short the customers on hash browns.

The enterprise soon folded.

[spin]

27. I remember the manager at my cafeteria where I worked was a penny pincher. ...

He instructed the servers to cut back on the amount of scrambled eggs they put on your plate.

I got around that problem by ordering one serving and then asking for another. The manager was standing behind the server one day when I did this and I could see he was really pissed. He was even more pissed when my tactic caught on with my co-workers.

The next year my company gave the cafeteria contract to a different company.

[GeorgeGist]

5. Free Pizza Hut pizza?

I'd rather fume.


Just kidding.

[MineralMan]

6. You have a point, there.

I'm not a fan, either. My wife ordered those two while we were visiting her mom this past Sunday. I hate spending $30+ and getting aggravation from the place. I long ago stopped ordering pizza and Chinese food for delivery. I really prefer going to the place and picking it up. Our local Chinese place has it all ready 20 minutes after we call, within a minute or two. If you order for delivery, you can count on almost an hour before it gets delivered. Not worth it, frankly.

[JaneyVee]

7. I've gotten so much free stuff by complaining about products that didn't

Live up to expectations.

[MineralMan]

10. I don't complain unless I really have a beef with a company.

I can count on one hand the number of times I've done that. But, I have no hesitation about it if I've been treated badly.

[pipi_k]

40. I can't recall

ever getting anything for free by complaining about a product, and in one case when I had a real issue with FedEx when one of their drivers kept an order of mine on his truck for two whole weeks, delivering my grandkids' Christmas presents...the day after Christmas...dumping them off with a neighbor on the main road, I never even got a reply.

I did, however, complain once about the filthy (honest to god FILTHY) conditions of a Burger King restroom.

What I got in return was a letter of apology and two coupons for free food.

So I could eat in a Burger King restaurant (the only one within 20 miles of me that also had the pig sty bathroom) that...among other disgusting things...had no soap that the employees are supposed to be using when they're supposed to "wash hands before leaving the restroom".

I just thought that was sort of...ironic.

[SomethingFishy]

8. True. Comcast had been inching up my bill for months...

A few bucks a month for about 4 months running. I called and talked to a woman who told me "there is nothing I can do for you, we told customers that increases were coming...

Now I have been with the evil Comcast since before they were Comcast. They were AT&T here when I started with them. Thing is they are expensive and I have been to other parts of the country where their service is horrible. But the service here is amazing, the internet is blazing fast and in the 12 years I have been with them it's gone down exactly twice, so I pay the premium.

Anyway, I got a little miffed at the woman and told her fine, if this is how you treat a 12 year customer I'll be hanging up and calling dish network. Well, that got a "oh please hold on a moment sir I will pass you to our "loyalty" department". 20 minutes later my bill was reduced by $70, I got a free sports package and Showtime and Cinemax. And they locked in that price for 3 years.

A little bitching goes a long way.

[MineralMan]

9. Good strategy. It works pretty well, most of the time.

They most certainly don't want you to leave, so they'll go pretty far to keep you.

[ErikJ]

16. I got free HBO by compliaining to Comcast in person.

Told her I wanted to watch Bill Maher. I think she liked Maher too so have had it free now for 7 months or so.

[SomethingFishy]

18. Be careful, if they put a time limit on the freebie your bill

could jump up a lot in the month it expires. This happened to me before with them so when I got the current deal I asked the guy how long I could keep it and he locked me in for 3 years. He told me at the end of the three years to call back directly to "customer loyalty" and they would set me up with something else or extend the deal depending on what is happening at the time.

[ErikJ]

21. Thanks. I better check on that. I think my bill has stayed the same every month.

[SomethingFishy]

25. Just straight ask for "customer loyalty" they are the ones who can actually take care of you..

I know the HBO addiction, it's the best thing on TV. Mahr, Newsroom, Game Of Thrones, Boardwalk Empire...

Now they have me hooked on Showtime too. Nurse Jackie, Masters of Sex, Shameless... all great stuff.

[Tarheel_Dem]

39. +1. Similar experience with TWC. My reduction was only half of yours, but I got an internet ......

upgrade. TWC finally has some solid competition in my area now, and that seems to have made a difference.

[freshwest]

43. I've gone through this with them, told them I could only afford bare bones, no movies, etc.

It kept creeping up like you said. I tell the person on the phone, 'Look, I know that you're on a script and have to say what they tell you to say. It's not your fault and I'm not mad at you. But I must tell you I CANNOT afford this. I don't want to change ISPs, but there is NO money for this and I can't keep it if it goes up.'

The employee told me to call back whenever it got that way, and pick the selection for a person who is calling them to disconnect. It sounds like that's where you went.

This last time, however, as I have a lot of trouble talking out loud, I drove the office and waited for a representative. Told them the same thing.

They gave me a yearly contract less than I had with unlimited long distance and voicemail and other things I'd said I couldn't afford. For less money than before. I asked for how long, they said a year, then told me to call up and say I'm going to disconnect to get the discount again.

Apparently, these bills that run over a $100 a month are no big deal for some people, but it's the highest payment I make by far, other than rent, and my sole connection to talk to people and be online. It's a luxury and a necessity bundled into one piece.

I'm glad you got a good deal!

I never complain about bad service, just never go back to a place. I don't complain about price, just tell whoever it is that I can't afford all the bells and whistles, so let's not waste their time or mine, tell me what it is, I'll tell you if I have it. If not, it's going to be no deal, and nothing personal.

[Journeyman]

11. I find it useful to contact corporate when the experience goes well, too. . .

I was at a restaurant recently that was very crowded and obviously understaffed. From what I gathered, a couple of servers hadn't come in to work that day, so those on duty were working hard to keep up. Our server was very good, excellent in fact, but slow to get around to us given he was handling far too many tables on a very busy night. We commended him on his efforts and tipped him well.

I took it a step further however, and wrote the corporate office to express my satisfaction with the way this server handled a difficult situation. They emailed their appreciation for my comments and told me they'd pass my compliments on to the manager of the restaurant. A few days later, however, I received another note via snail mail, this time to express again their appreciation for my understanding in a difficult time, as well as for my compliments to the server. Included with the note was a gift certificate for $15.

[MineralMan]

12. Nice. I've done that, too, when it was warranted.

Probably the most important time was at the Department of Motor Vehicles office in my mid-sized city. I had a very complicated vehicle transfer at the time I was moving away from California. I went to the DMV, and the person who helped me went way out of her way to assist me in getting my moving truck transferred correctly. I had purchased it from Uhaul and would be moving in a month, and I had to get it transferred before I left, but there were issues.

Anyhow, she solved all of the problems in one long session at her window. I wrote a letter to the Director of the DMV, complimenting that local office and that particular person. Just before I moved, I sold another vehicle and went into the office there with the buyer to make sure it got transferred, and ended up with the same person at the window. She remembered me. She said that they had gotten a letter of commendation from the state headquarters, along with a copy of my letter. She pointed at the wall, where both were framed and hanging there. She had a big smile on her face.

Praise is important, and too seldom given. You're absolutely right.

[gvstn]

24. For government workers, customer praise is often their only praise.

I only have a few years working vending machines at a Post Office distribution center to back this up, but what I noticed is that there was almost never any positive feedback given by the bosses to the rank and file employees. They would be nitpicked about every extra minute of break time but I never heard a "good job getting that sorting machine up and running, Thank you." It really stood out to me. It may seem unnecessary but a "Thanks, see you tomorrow, have a good night." once in a while really does help morale.

A cookie and punch, employee appreciation hour, given twice a year doesn't really translate to the same feeling of satisfaction.

[azurnoir]

14. a suggestion if ya want pizza

go to Papa Murphy's yes you have to bake them when you get home but they make the stuff ordered from the net and IMO their pizza's kick butt on Pizza Hut

[MineralMan]

15. We buy Papa Murphy's often.

I like them, they bake quickly when it's time to eat, and I get to see them being made. This time, though, my wife decided on Pizza Hut, for whatever reason. But, usually, we do buy Papa Murphy's pizzas. I haven't tried their new deeper dish variety yet, but that's the next order.

[azurnoir]

19. you mean the double crust? those are realy good

but a knife and fork affair, when I get to Papa Murphy's I usually get one for the freezer too they'll double wrap them for you

[MineralMan]

20. No, not the double crust. They've introduced

an actual deep dish version, only available as a Large. It actually has sides like a real deep dish pizza, plus more sauce, cheese, and toppings. It won't be a Chicago Pizzeria Uno pizza, but it's worth trying. Maybe they're just introducing it in some markets, but the Twin Cities has them. We're going to order one soon, and give it a try.

[LadyHawkAZ]

22. Papa Murphys makes a delicious pizza

I have to keep after them about the cheese, though- they tend to skimp on the cheese.

[dembotoz]

17. if they do something wonderful let corporate know that as well

this past week i took my mom to a hair salon.
she is mostly blind and the beautician took the time and held the mirrors is such a way she could see the results when he was done.

this usually does not happen
my mother was thrilled and i dropped a nice letter off to corporate expressing my pleasure.

i got a nice response form the website
no coupons
but i think the stylist got some brownie points.

and that is enough

[bobclark86]

26. Yup!

Totally... call up corporate about what some minimum wage employees do to cover their asses when they get fake pizza orders (which is quite frequently) or people change their minds and don't come in at all (also frequent). Who would get yelled at for wasting money they made the pizzas and nobody got them. Who will probably now get fired over $25 worth of pizza.

Yeah!

[MineralMan]

29. If that's the case, they shouldn't take Internet orders in the first place.

If they take them, they should follow through. I doubt that very many people take the time to order on some internet form and then don't pick up their pizzas. If that happened very often, they wouldn't have the ordering system at all.

The deal is that you don't offer services you can't deliver and keep your customers. If you do what you say you will do, your customers return and purchase again.

And if a customer comes in and the order isn't ready, you tell them, "I'm sorry. We got slammed with orders suddenly. We'll have it for you right away." You don't say, "I have no idea," when someone asks why the pizza you ordered an hour ago hasn't even been started yet.

It all works this way. You advertise a product. People like the idea. They order the product. You deliver the goods when you say you will. If you don't do that, you get complaints. You lose customers. People tell their friends not to order. Your business doesn't do well.

My expectation is polite treatment by people who meet the public. It's also meeting the expectations your advertisements promise. I don't think that's too much to expect, really. Perhaps you do. What business are you in?

[bobclark86]

31. Few points...

1) Pay the employees more than $7.25 an hour and don't fire them over a stack of unpaid pizzas, and they probably will make them for Internet orders.

2) You'd rather they lie to you? I'd rather somebody saying "Yeah, I don't know, but I'll find out," rather than a snowjob.

3) You're dead wrong in your first paragraph. Go talk to somebody who deals with this stuff (I have friends who work in pizza places, it's a daily occurance).

[Ace Acme]

33. If they restricted internet orders to plain vanilla pizzas

... then if they had a no-show they could offer the pizza to another customer--like day-old bread.

They could even have a list of customers who might like a robo-call when a discount orphan pizza was
up for grabs.

[MineralMan]

35. Like I said, what business are you in?

I work for myself. I contract to do work for my clients. My continuing work is based on meeting their expectations, so that's what I do, at a minimum. I used to have a company that sold stuff on the Internet. People ordered. I shipped the stuff out promptly, packed well, and gave better than I was paid to. A little extra item in each order...that kind of thing. My customers kept coming back and ordering again.

Business is business. You promise and you either deliver or you don't. If you deliver, you get more orders. If you do not, you get fewer orders. It's really simple.

What you don't know, you don't know. If someone pays for something, I'm going to see they get it, if it's my business. All the rest is nonsense.

[reACTIONary]

37. It's simple, pay online when you order...

... and if you don't show up, they are covered. I order fast food over the internet all the time. Since I pay on line there is no risk for the provider. The order is ready when I show up.

[MineralMan]

46. There is no option on the Pizza Hut site for paying online.

So, you can't do that.

[Fumesucker]

41. I don't think that was the point the poster was making

In the store you were dealing with someone who has essentially zero control over policy, how things are done and you put them in the position of having to lie to you or criticize their boss.

There's an excellent chance that some low level person got fired over your complaint, I'd be surprised if they didn't at least get an ass chewing for not lying to you and feeding you a line of BS like "We got slammed with orders suddenly". It was company policy which came from above her pay grade and she really didn't want to tell you that because that would come back on her too.

[classof56]

28. Quite a few years ago I bought a box of Banquet Frozen Chicken

It said that it contained eight pieces, so imagine my shock when I opened it to find only seven pieces. Well, I promptly wrote the company to advise them of their egregious error, and soon received a letter of apology and a coupon for a free box of chicken. Restored my faith in humanity. Or at least Banquet's consumer relations department. This is my one and only example of "It pays to complain", and as I said it was quite a few years ago. These days I just do a lot of boycotting--Koch Brothers and other RW businesses. Like they care!

Cheers and Happy Day After Thanksgiving!

[MineralMan]

30. Three decades ago, I got a stale package of Mother's Animal Cookies.

I wrote a letter. A couple of weeks later, the Mother's truck stopped in front of my house and the driver dropped off a box that had every variety they made in it. That was spectacular. I expected a coupon for a new package of animal cookies.

[Rainforestgoddess]

32. Last week I wrote a letter of complaint

To pizza hut as well. I got a call from the manager and a 30 credit. Hopefully the service improves for both of us.

[MineralMan]

36. I hope so. I don't really like their pizzas, so I may never use

whatever credit I receive.

[Rainforestgoddess]

44. I have 3 teenagers

I will definitely get the opportunity to use the pizzas!
:-D

[reACTIONary]

34. Yes... That's the way to handle this situation...

...indifference to customers should always be taken up to the level that will pay attention.

[albino65]

38. Not trying to be a smartass

I appreciated your post. I have found that complaining to management does get results.

I did notice that the military ribbon on your post is a marksmanship ribbon. I know because I earned one each year I was in the Air Force. So-o-o...how do you stand on gun control? Just curious.

[MineralMan]

42. I own firearms. I think they should be licensed

and registered, with a training requirement and permits required. How does that sound?

[albino65]

45. I totally agree

[albino65]

47. By the way-Good luck vs. Michigan St. today