Marty's Pizza, Pasta & Subs

We odered a pizza and sides delivery on Nov 30, 2013 at 1:30 in the afternoon with a delivery time scheduled between 6:00 and 6:30 PM to a nursing home in Brookfield WI. We waited for the delivery at the front door for delivery until 7:00 at which time we called the main number and was told the delivery was running late. The delivery person responded with the same. Upon receiving we paid and the delivery person left. We immediately opened the food and found the food to be cole and actually sticking to the wrappings. My wife made a call to the business and spoke to a manager by the name of [redacted]. The person was very unfriendly and told my wife that they do run late and it was too bad but they would not do anything to compensate or evern offer another order. This person was very customer unfriendly and indifferent. We have dined in their restaurant literly 100's of times in the past and the food was quite satisfactory. We certainly will not visit that establishment in the future

Review: I called and placed an order with Marty's Pizza on 12/06/13 at approx 11:15. My ordered consisted of Chicken tender's meal, a couple of sandwhiches, garlic bread and some hot wings which came up to $41.31. Once my order was placed, one of my co workers advised me that they wanted a lighter lunch and wanted the childrens Chicken Tender meal. So I called back and talked to a lady ( I didn't get her name ) and advised her that I wanted to change my order to the Children's Chicken Tender meal and she questioned me and asked if there was some kids that wanted the meal. I advised her no, but I wanted a light lunch and wanted the smaller meal. She advised me that they don't honor the kids meal for delivery. I told the young lady that my company has ordered from them before and we received the Tender meal with no problem before. So she puts her General Manager [redacted] on the phone who was very rude. I advised Mr. [redacted] what I wanted and he in turns tells me that they (Marty's pizza ) don't deliver off of the kids menu and that the Tender Meal was for children 12 and under and that the Children menu was not available for delivery dine in only. SO I advised Mr. [redacted] that on their website it doesn't state that. Mr. [redacted] says well they're going to fix it but he wasn't going to honor my request in a very rude manner. I asked Mr. [redacted] nicely of they could honor this request this time, due to the fact that the menu online doesn't show where the Children's menu is for dine in only. Mr. [redacted] was very rude once again and said no he will not honor the request. I advised Mr. [redacted] to cancel my order and disconnected the call dude to his tone and very rude behavior.

I called back to the store to get the General Manager name again, asked the guy who answered the phone to give me the name of the General Manager of the store name, once again Mr. [redacted] answered the phone and advised me that his name was [redacted] and that he told me once before when I called what his name was. I said thank you and disconnected the call.Desired Settlement: I would like and apology first of all by the way the "General Manager " handled me in the first place & I would like for my group to get a free lunch due to the poor customer service I received from Mr. [redacted] with the same total amount of $41.31.

Business

Response:

My name is [redacted] Merz and I will be responding to the complaint from [redacted]. That was assigned ID#[redacted]. I am the general manager and the person who talked to Ms. [redacted]. On the day in question an woman placed and order for a delivery to her company which we took which included an regular adult order of chicken tenders. After an order was placed the customer called for a total and asked for a breakdown of the order which we gave to the person who called. A few minutes later Ms. [redacted] called and wanted to change her order of chicken tenders to a kid's portion of chicken tenders. My phone person explained to her that the kid's meals were only for kids 12 and under. Ms [redacted] got irate and was giving my employee such a hard time that she told Ms. [redacted] to hold and that she would get a manager. This is what I tell all my employees to do if they ever have an irate or abusive customer. I got on the phone and Ms. [redacted] demanded that I give her an kid's order of chicken tenders. I told her that that was not going to happen because the kids meals are only for kids 12 years or younger which it states in both the dining room menu and the online menu. Ms. [redacted] said that it did not say it online. I told her that if it didn't it was a mistake and would be corrected. After I got done dealing with MS. [redacted] I checked our website at http://www.martyspizza.net/ and it clearly stated under the kid's meals "twelve and under". Ms. [redacted] would not take no for an answer and demanded that I send her to the kid's chicken tender portion. I told her I would not and she still irately insisted. Finally I told her no matter how much she yelled it would not change our policy and she said "forget it" and hung up. We then made the order as it was placed and as my driver was getting ready to deliver the order he called and they said the order was cancelled. We then had to throw out the order. I will not be offering an apology to Ms. [redacted] for following policy or giving her and her coworkers free food.