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Marino's Pizza & Ravioli

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Marino's Pizza & Ravioli Reviews (1)

Initial Business Response /* (1000, 14, 2015/07/31) */
Dear ***,
Concerning complaint #XXXXXXXX
I am very familiar with this customer complaint, not only because the exact wording has been written all over social media Google, Yelp etcunder a pseudonym, but because I recall the exact
incident itself on the evening it happened
I believe this happened on a Friday evening although I do not have the exact date(which would be extremely helpful in researching process.) The customer service representative was brand-new, with extensive training on the computer systems but his customer's service skills were not up to par yetHe was a recent graduate from high school and he called me at home about the incident with Mr***It was a very busy night and regretfully a mistake was made with his pizzaI agree that he handled it poorly, probably scared or not groomed on how to handle employee mistakes properly especially with irate customersHad I been there, which I was not, I feel it would not have escalatedI did try several times to call Mr*** right after the incident; that evening from the number he placed his order fromI believe I may have left him a message with my contact information and extreme apologizesI don't take customer complaints lightlyI've been in business for almost years and I try very hard to address any situation arises right away
I addressed the staff that was working that evening and heard each ones account of the situationThey all emphasized how angry and frustrated Mr *** that his pizza wasn't right after he already had paid for it on his credit cardHe ended up throwing the salad at the customer service rep and said he didn't want his food, which I understand because it wasn't what he orderedWe have a very extensive computer system and a camera systemThe next morning or that evening I believe that I voided his transaction; releasing his credit card from paymentI'm a little confused because in the consumer information it says the value is $Although later at the bottom of Mr***'s resolution he wants an immediate refund of $33.36, which yes included the tipI have researched the date that I thought could be the possible evening which is June 19,
I have no transaction on that date for that amount, leading me to believe that I in fact did void the transaction the following day, even after him not returning my callI also tried to do a search under his name and could not find anythingIf in fact he was charged for this order and he didn't receive it because of unsatisfactory product, I would ensure you that I would refund itI do not charge people for our mistakes especially if they are not going to take the pizza! I am willing to research this further, if the date is not the correct one or the total is not the exact totalHe also may have ordered under another name (not uncommon!) I would like proof that he was charged on his credit card, and in fact if he was, most people choose to dispute itBut I have received nothing of the sort from him, nor a phone call back after I left the message with my cell phone number; a apologizing profusely!
I understand it can be frustrating when his order was made incorrectly, he felt like the customer service was horrible, he also felt like he was being ignoredThis is not how I run my businessI address every single issue that comes across my business that is not up to parMaybe he had a bad day, maybe he was tired and frustrated because he had to wait longer than expected, then to find out his pizza was wrongVery frustrating! I'm sorry but we don't live in a perfect world, and I can't be at work seven days a week from AM till PM at night, micromanaging employees to insure every order is perfectBut I can tell you I strive for that, and when it doesn't happen I do address the situation, and I either make it right with a customer or a refund their money; or both!
If *** *** would like to provide the following;
The exact date of his order
The exact date of the credit card transaction
Proof that he was charged
The phone number that he called from to place the order
The exact total 'without' tip, and what the tip amount was
I am will willing to investigate it further to make sure that he was not chargedAnd if he was, I would gladly refund his money., I don't show he was in my system
Lastly, long time customers are usually people that we have developed a relationship withWe are a unique, conscientious business with many supporting people in the communityNever intentionally would we want to lose his businessUnfortunately things happen and sometimes they are past the point of no return
Sincerely ,
*** ***
Marinos Pizza & Ravioli
*** XXXXX
XXX-XXX-XXXX
XXX-XXX-XXXX
All for research information
Sent from my iPhone

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Address: 142 Talmage Rd, Ukiah, California, United States, 95482-6415

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www.hydrangeatoo.com

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Shady, yet now dead: once upon a time this website was reported to be associated with Marino's Pizza & Ravioli, but after several inspections we’ve come to the conclusion that this domain is no longer active.



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