FUEL Pizza

Review: On Sunday 11/24/13, I ordered lunch for the office and selected the FUEL location at 600 F St, NW Washington DC. I ordered a pizza, salad, wings and cheese fries. After receiving my order promptly I tipped the driver and headed to my office to distribute the food. When I opened the package containing the cheese fries I immediately noticed that they were cold and that the all of the cheese was stuck to the aluminum foil and there was not any ranch in the bags. So like anyone would do I called back and requested that a new order of fries with ranch be delivered or to have my money refunded for the fries. This is where things quickly went downhill.The young lady who answered the phone was extremely brash and rude. She informed me that there wasn't anything that she could do about the fries and that it was my fault that my order was wrong because I did not request ranch. I informed her that the online menu said otherwise and she replied "I know what I'm talking about but I can talk to a General Manager to see what he says." I was extremely taken aback and requested to speak with a manager. Shortly thereafter a man who identified himself as [redacted] picked up the phone and asked me what was my problem. I responded that I was a first time customer and that I did not appreciate the previous employee speaking to me the way that she did and attempted to explain the situation to him. He then cut me off and said "Look I know the menu inside and out and it says on there that you need to request the ranch." I retorted that in fact the website menu stated something different but that I either wanted fresh fries or my money back. He became highly agitated and hung up on me. I immediately called back and he answered. I asked him if he hung up on me and he responded that something was wrong with his phone. At this point, I requested a refund for the third time and asked for the General or Regional Manager's name and contact information. [redacted] then yelled at me calling me rude and accused me of harassing people at his store and told me to never call or order from his store again and hung up on me.I am extremely displeased with the service that I received and as [redacted] instructed me, I will not spend my money at this establishment effective immediately. He refused to provide me contact information for management resulting in a Google search where I found Zach Currents contact information. It is imperative for customers to have a positive experience in order for a business to thrive, particularly in an area where there are so many choices. By far, this is the poorest level of customer service that I have ever experienced and I plan to share this with family, friends and colleagues.To date, I emailed the VP of the company but did not receive a response. It is my hope that this experience will be used as an opportunity to train your staff accordingly. [redacted], if he truly is a manager, is a poor reflection on that store and the FUEL brand as a whole. It is a shame that all of this transpired over a menu item costing less than $5.00.Desired Settlement: I am requesting a full refund in the amount of $36.99.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by FUEL Pizza regarding complaint ID [redacted].

Regards,