Classic Pizza

To whom it may concern:I'm writing this letter in response to the letter I received in regards to the complaint from *** *** I was very upset when I opened the letter from you and read itI thought, what could have been said that would cause such an angry letterTo contact you and possibly
the Attorney General, the Health Department, and NBC news it must have been pretty badThen to call my managers, and me in someway incompetent mnsI immediatly contacted ***, ***, and *** in regards to the letterI also spoke with employees that were there that evening for feedback as wellAfter talking to everyone involved, I was very angry! Not at my employees, at the son and mom logging the complaintI was sad for ***, ***, and especially *** who was on the phone with the mom for over an hourI'm now going to give you a response to the facts as I heard themThe son called to place an order for delivery on Sunday night*** took the order and told him it would be 45-hrHe wanted to know why delivery was so long*** said that we were busy and had other deliveriesHe then said that there house was right up the street and that time was ridiculous*** then said that there were other deliveries that were called in before hisHe then said that he didn't believe her and that she had an attitude and asked to talk to the managerShe then said she was the managerHe then asked to speak to the general managerShe said he had stepped out and could call back in a few minutes and talk to him*** was at Walgreen's by the way, he wasn't there at that pointThe mom then called back a few minutes later and proceeded to talk to ***She told *** that *** was rude and was also mad that the delivery time was 45-hrTheir house was not right up the street either, it was miles away*** reached a point where he could no longer speak to her when she said "who is ***, nobody, she just answers phones and makes pizzas for a living"At that point, he told the mom he couldn't speak with her any longer and told her to have a nice dayWe tell customers 45-hr on a daily basis with mostly no negative responsesAnd if its to long , they come pick it upThere was nothing that could have made these people happyAnd as far as *** refusing to refund their money, that is a complete and total lieTheir order was cancelled and credit card was voided as they spoke on the phoneAnd if I was going to take the time to log a complaint, I would surely specify what was said that would constitute being rudeThe whole basis for this letter was because they thought 45-hr delivery was unacceptableMy managers know that the customer is always right, even when the customer is wrongWe always go the extra mile to please the customer, but this was a no winI've been in business for over years with as many as stores at one time and this is the first of these letters that I can remember responding toThat should show how serious I am about my valued customersIn regards to me calling the customer, *** said they wanted my phone #She said she was not able to give it out, but I worked every morning if they wanted to reach meThey could have called me and avoided all of thisI'm so sorry for such a long responsePlease call me with any additional questions

I'm responding to rejection letter by [redacted]. I would start by saying that that the customer is my top priority. And I'm not happy that this situation wasn't rectified at the initial location. However, I felt there was a positive resolution based on the hour plus conversation with [redacted]. I do step in and contact the customer as needed, but sometimes things can be resolved by the managers. When receiving the phone call from the mom, [redacted] had no knowledge of the events that had taken place. He just said and did what he had to do to make the customer happy, I thought he had done that. That's why I was so upset when receiving the letter from the Revdex.com. To call The Revdex.com is one thing, but to threaten to call NBC, the Health Department, and the Attorney General. Then to call my managers mns and insult me for hiring them. All this for an unacceptable delivery time and my managers being rude. I understand you were upset, but from my perspective it was a personal attack. And I thought the situation was resolved. I just want you to see things from my perspective as well. I did want to let you know that I do work 40 plus hours a week in my store, I just work the day shift. I have kids, so I like to spend my evenings with them. I do work very hard to make everybody happy, but its not easy. You and your mom were obviously very unhappy with your ordeal that Sunday, and I'm very sorry for that. If you would like to stop up at lunch time, we could sit down and talk. You are welcome to give me a call as well. If you would rather me call you, please let me know that in your response letter. I would like to put all of this behind us if that's possible.

[redacted]'s response is a complete and total fabrication of events! [redacted] did indeed REFUSE to refund (or void/ cancel the order) UNTIL [redacted], from another store, stepped in! [redacted] was the only helpful person in the event, which I find it funny that [redacted] did not include what [redacted] had to say about the ordeal.We have stopped going to all locations of classics, mainly since we did not want to deal with [redacted] or [redacted], clearly it's as similar as  an effective management. If this is how [redacted] would like to run a business, than more power to him. It seems very clear as to why [redacted] is not in charge of 8 stores- he cannot manage one, let alone 8. It is unfortunate [redacted] felt so upset by our letter. I believe it's very clear as to who is in the wrong; most managers/ owners would not be so defensive. Certainly, no GM would be upset about any feedback, good or bad. I am please that [redacted] did respond, since he did not have common  courtesy to contact an upset customer. You would think that in 25 years of being in "business",it would be common sense  to contact they upset customer and not wait for them to contact you.  Then again common sense is not that common anymore. I believe that it is easy to see from [redacted]'s response that this company does not put customers first and if [redacted] thinks that he is putting customers first and going the extra mile; I believe that it is easy to see from [redacted]'s response that this company does not put customers first nor go the extra mile.  Unless upsetting customers and then not contacting the upset customer is the definition of good customer service/ going the extra mile. [redacted] has a lot to work on, and my guess is that after being in business for 25 years he's simply washed up and cannot/ does not want to deal with customer issues!