Mile High Youth Corps

Customer called me, the owner, to complain that the pizza he bought days ago just didn't taste the way he wanted it to and since he didn't have any money left in his account, he wanted a refund I explained that company policy is that for a refund, we needed some of the product back so we could learn from it what caused the issue He said that he no longer had the pizza I offered him a replacement pizza but again he stated that since he didn't have any money in his account that he needed a refund I apologized for not being able to accommodate his desire for a refund and again offered to replace his pizza He was very insistent that he receive a refund and refused to accept that without returning some of the product so we could determine what went wrong with his order, we would not be issuing a refund as per our long standing policy Our customers respect our policies as they foster a healthy business relationship and he again refused and once again insisted on a refund I terminated the call

Mr ***,I am sorry Mr*** was unable to explain the situation to your satisfaction. There is not a glitch in the software, the delivery driver may not have been clear about the mistake which happens upon occasion but not all of the time. The guest must input his desired order into
the system in it's entirety. There is no way that I am aware of that we can know everything that you want with your order. Guests may utilize a special but not want everything that comes on that deal so they can choose to leave off the order that they place an item they do not want. At the shop, we receive what you told the website you wanted to order, we made it and brought it to you, according to the order you placed. I understand that you would like our site to be more intuitive and alert you to an item you may have not ordered but would like to purchase. Our IT department is developing more intuition into our software and I have requested that they consider adding an alert or reminder to verify that the guest has not ordered all components of a multi-item special as a double check. I am sorry that you didn't notice that you failed to input the garlic knots that you wanted, I would have loved dearly to satisfy you and sell you that product but at the current level of development of our website, that level of intuition has not yet been introduced. Hopefully your feedback will help guide the development team as I agree, it would be helpful if our software alerted you to the fact that you didn't order something that you wanted. That being said, it is unreasonable in my opinion for you to try to hold our local restaurant accountable for serving you exactly what you told us that you wanted. We had no role in the transaction until we arrived according to your instructions with exactly what you told us that you wanted. We appreciate your business and value you as a guest but we can only bring you what you tell us you want. We employ team members just entering the workforce and they don't get taught by our gov't schools how to think outside of the box. Should our youth be taught critical thinking skills instead of social justice, I would be able to employ youth that understands that guest satisfaction is more important than following orders but, alas, those employees are not available to me to better serve you. Anyone with any sense at the shop should have reacted by saying "oops" I'm sorry you didn't get what you wanted and simply fixed the problem by sending you the missing knots but unfortunately, that is no longer the world we live in. My staff comes to me unable to make change, asking them to react with common sense is long gone.Sincerely,*** ***Franchisee

Complaint:
I am rejecting this response because: I am not sure where or how you came up with that responseI never asked for intuitive softwareThere is a long list of problems here, but I don't have the time or patients to deal with it anymoreLike you said, it could have easily been fixedThere is a software problem, if you continue to ignore that, than you can expect to lose a lot more customersObviously we are not going to come to an agreementPlease delete my account and any information.
Sincerely,
*** ***

Customer called me, the owner, to complain that the pizza he bought 3 days ago just didn't taste the way he wanted it to and since he didn't have any money left in his account, he wanted a refund.  I explained that company policy is that for a refund, we needed some of the product back so we...

could learn from it what caused the issue.  He said that he no longer had the pizza.  I offered him a replacement pizza but again he stated that since he didn't have any money in his account that he needed a refund.  I apologized for not being able to accommodate his desire for a refund and again offered to replace his pizza.  He was very insistent that he receive a refund and refused to accept that without returning some of the product so we could determine what went wrong with his order, we would not be issuing a refund as per our long standing policy.  Our customers respect our policies as they foster a healthy business relationship and he again refused and once again insisted on a refund.  I terminated the call.