Maria’s Pizza

My employee correctly took their order, but she made a mistake in putting in the order, accidentally adding an item which she caught before the customer had any idea about the mistakeThe customer would have had no clue about the mistake had she not had to explain it to me in order for me to void
it off, because she reviewed the order per our policyWhen the customer called back about the chicken, I told her that she could bring back the chicken and we would be happy to correct it, but she said she wasn't going to come backI proceeded to ask her what she would like me to do, and she said "I would like a free meal," to which I responded, "next time you come in I can give you the chicken for free on a salad," which was not enough for her so she angrily responded "I'll take a picture," to which I obligedInstead she snapped, said "I'll bring the *** chicken," profanities included, and hung up the phoneThe customer who originally came to pick up the order stormed into the restaurant, threw the chicken at my employee and yelled to speak to whoever upset his wifeAt that moment, I calmly asked how I could help himHe proceeded to repeatedly accuse me of calling his wife a liar, which I certainly did not, all while throwing a tantrum and pointing and waving his hand in my face while other patrons were in the establishmentI tried to explain to him many times that per our policy, as with many other retail and restaurant establishments, the food needed to be brought back in order to be replacedWe have made mistakes before, just as anyone does, and other customers are typically understanding of this policy and do not take it personallyI did indeed apologize over the phone and also in person when they returned the foodWe fixed the simple mistake, he took the food and while walking out he said "I'm going to make sure your boss knows about this," to which the owner responded, "I'm right here if you would like to talk to me, as he was standing behind me the entire time this episode took placeThe customer responded "I will call the bank and make them refund our money," walked out and dangerously sped out of our parking lot. Our customers are top priority and we will do what we can to make sure every guests' experience is the best we can make it, but we also have these policies in place to make sure our business is not taken advantage of and we do not tolerate verbal abuse from anyone. I honestly offered what I could do for her and it was not good enoughI will not refund the meal because even though I wish it had gone differently, at the end of the night they received exactly what they had originally asked and paid for

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I I am not satisfied with the response. As you can see, there is still no apology.  Honestly, it’s not even about getting a refund.  I am a nurse and work in an industry that also serves customers/clients.  As humans, we make mistakes and sometimes need to own up to them. I actually didn’t get upset until the lady said she needed to see the chicken in order to fix it. That evening we were very busy, our kids were hungry and it took time to run all the way back to the restaurant. Yes, that was very upsetting. Lastly, if they had checked the order, they would’ve noticed that the BUFFALO chicken salad didn’t have BUFFALO sauce. 
Regards,
[redacted]