Pizzazza

Hello! This customer is accusing us of putting "human flesh on pizza disguised as roasted garlic." I'm not even sure where to start on this first complaintThat's a disturbing and outrageous accusationIf she really thought that was the case, contacting the police is probably a more important step than contacting the Revdex.com From conversations with this customer, I believe what she means to say is that she didn't like the texture of roasted garlic, and as a vegetarian, it reminded her of meatI can assure you, we made her a completely vegetarian pizza exactly how she had asked for it to be madeThere was no meat on the pizzas she received Her second complaint is that the pizza is overpricedWe have price compared other local pizzerias in town, and our prices are either comparable or lower than others Her third complaint has to do with a customer service experience with a server she wrongly identifies as a managerI have a recording of their telephone conversationMark didn't know what to say when she said that she thought the roasted garlic had the texture and taste of meatHe stammers around, says I'm sorry, but then he's at a loss as to what to do nextThe pizza in question was one that was provided complementary to this customer when she didn't like her earlier selection of basil pesto and jalapenos(I also have a voice recording of that order, which I took)In the voice recording, Mark is mid-sentence with the call ends, so it seems highly unlikely that he hung up on the customer She states that I refused to refund her money, which is trueI refused to refund her money for the first pizza she orderWhen she let us know that she didn't like the pesto and jalapeno pizza on the first night, I offered to send her a gift card so that she could try a different combination and hopefully enjoy it betterShe texted me the next evening and asked if she could get the pizza that night rather than waiting for a gift card in the mailI obliged, called Mark (server) at the restaurant, told him that this customer hadn't enjoyed her first pizza with us and that I would like to offer her a second pizza complementary so that she could give us another tryFor simple personal preference issues (i.e., I don't like this vsmy food is made incorrectly), it is not common practice for restaurants to not charge for the food or provide a disliked item complementaryWe were going above and beyond our customer service expectations in order to make this guest happyGoing above and beyond is something I pride myself on and do it frequentlyI want guests to have the best possible experience with usWhen she complained about the pizza cheese being tasteless and doubted its origins as locally sourced (Ferndale Farmstead) and said the garlic tasted like flesh, I said I was sorry that she didn't like it but both pizzas were made exactly like she ordered them and up to our quality standardsI did not, and still do not, feel comfortable refunding the money for the first pizzaShe ordered a productWe made it exactly like we do for any other customerShe ate itShe didn't like itShe ate another free pizza and didn't like it, and now she wants her money backI don't feel like it's our responsibility to continue offering free product until she finds a menu item that suits herThere was an exchange of goodsShe gave us money, and we gave her foodThen, she gave us nothing, and we gave her foodNow, she wants her money back for the first exchangeThat doesn't seem fair to meI am truly sorry she doesn't like our product, but I think there is nothing else we can do to please this customer Thank you for allowing us to respond to thisThe idea that we would put human flesh on a pizza is disturbing (to say the least) and offensive Erica Lamsonco-owner, Pizza'[email protected]

Hello!  This customer is accusing us of putting "human flesh on pizza disguised as roasted garlic." I'm not even sure where to start on this first complaint. That's a disturbing and outrageous accusation. If she really thought that was the case, contacting the police is probably a more...

important step than contacting the Revdex.com.  From conversations with this customer, I believe what she means to say is that she didn't like the texture of roasted garlic, and as a vegetarian, it reminded her of meat. I can assure you, we made her a completely vegetarian pizza exactly how she had asked for it to be made. There was no meat on the pizzas she received.  Her second complaint is that the pizza is overpriced. We have price compared other local pizzerias in town, and our prices are either comparable or lower than others.  Her third complaint has to do with a customer service experience with a server she wrongly identifies as a manager. I have a recording of their telephone conversation. Mark didn't know what to say when she said that she thought the roasted garlic had the texture and taste of meat. He stammers around, says I'm sorry, but then he's at a loss as to what to do next. The pizza in question was one that was provided complementary to this customer when she didn't like her earlier selection of basil pesto and jalapenos. (I also have a voice recording of that order, which I took). In the voice recording, Mark is mid-sentence with the call ends, so it seems highly unlikely that he hung up on the customer.  She states that I refused to refund her money, which is true. I refused to refund her money for the first pizza she order. When she let us know that she didn't like the pesto and jalapeno pizza on the first night, I offered to send her a gift card so that she could try a different combination and hopefully enjoy it better. She texted me the next evening and asked if she could get the pizza that night rather than waiting for a gift card in the mail. I obliged, called Mark (server) at the restaurant, told him that this customer hadn't enjoyed her first pizza with us and that I would like to offer her a second pizza complementary so that she could give us another try. For simple personal preference issues (i.e., I don't like this vs. my food is made incorrectly), it is not common practice for restaurants to not charge for the food or provide a disliked item complementary. We were going above and beyond our customer service expectations in order to make this guest happy. Going above and beyond is something I pride myself on and do it frequently. I want guests to have the best possible experience with us. When she complained about the pizza cheese being tasteless and doubted its origins as locally sourced (Ferndale Farmstead) and said the garlic tasted like flesh, I said I was sorry that she didn't like it but both pizzas were made exactly like she ordered them and up to our quality standards. I did not, and still do not, feel comfortable refunding the money for the first pizza. She ordered a product. We made it exactly like we do for any other customer. She ate it. She didn't like it. She ate another free pizza and didn't like it, and now she wants her money back. I don't feel like it's our responsibility to continue offering free product until she finds a menu item that suits her. There was an exchange of goods. She gave us money, and we gave her food. Then, she gave us nothing, and we gave her food. Now, she wants her money back for the first exchange. That doesn't seem fair to me. I am truly sorry she doesn't like our product, but I think there is nothing else we can do to please this customer.  Thank you for allowing us to respond to this. The idea that we would put human flesh on a pizza is disturbing (to say the least) and offensive.  Erica Lamsonco-owner, Pizza'[email protected]