Sirena Pizza

April 11,RE: ID [redacted] To whom it may concern: In response to customer complaint listed aboveAs any business will report, customer satisfaction is important especially as it relates to the product being soldFor over years we have managed with limited complaintsThe pizza the customer ordered and received was an cut pizzaOur cut pizza is 1/of a cut square pizzaIt simply by dimension does not fit into the inch box it is dispensed inThus is repositioned to accommodate the boxThe customer upon receipt of the pizza did call and belligerently and rudely address her dissatisfaction to one of our employeesAdditionally, at the time she began to accuse and suggest that one of the employees “ate” a piece before she picked it up which is a completely erroneous and ludicrous complaintShe was offered a refund if she returned the pizza since her original complaint was of questionable validity and concernShe originally complained to the staff regarding the appearance and positioning of the pizza in the box not the quality of the pizzaIt is only later that she offered further complaints regarding the qualityThese were not originally discussed with the employeeInstead of returning the pizza, she chose to use it to photograph and subsequently post the picture with her erroneous complaints all over social mediaThere is evidence of tampering and altering of the photo based on visible crust and crumb outside of the box, which again caused us to question the credibility of her posting Many of the ensuing complaints and comments call into question not only the integrity of my shop and staff but the safety of our customers The resulting comments the customer received from a family member of the business were unfortunate and unnecessaryThat behavior is unacceptable in the customer did receive an apology that she chose not to share in any way publicly despite her sharing of multiple other comments as our cyber investigation has confirmedBut, for this unacceptable behavior we sincerely apologize not only to the customer but to the community as a wholeAgain there are no adequate excuses for this type of behavior As you alluded to, as with any complaint there are two sides to every storyBut the following steps have been takenPrior to receipt of the complaint through your agency, an apology had already been posted in the restaurant itselfAn apology will be posted on the website but we rely very little on this site and will probably be ineffectiveWe have taken time to retrain our employees on customer satisfaction techniques and will be implementing a new policy for the handling of customer complaintsAs a small business, our employee turnover is quite frequent and we have been somewhat lax in the past at aggressively working with new employeesLastly, in the near future, we will be offering a special (at a significantly decreased cost and loss of revenue) on the involved size pizza along with a public apology for any misunderstanding of what this particular pizza representsWe have also now posted a much larger sign in the store explaining that for full refund, at the discretion of management, the product must be returned Again, Thank you for the opportunity to respond to this complaintIn a business world unfortunately not all customers are satisfiedIn this particular instance, the animosity created has resulted in such a relationship that there is no hope for repair of this customer' s true satisfactionAdditionally, we have had to begin the process of “cease and desist" to prevent further problems with this customerBut we have been very proactive about ensuring this type of incident will not happen againThank you again for this opportunity Sirena Pizza LLC

April 11,2014 RE: ID [redacted] To whom it may concern:
 
In response to customer complaint listed above. As any business will report, customer satisfaction is important especially as it relates to the product being sold. For over 30 years we have managed with limited...

complaints. The pizza the customer ordered and received was an 8 cut pizza. Our 8 cut pizza is 1/2 of a 16 cut square pizza. It simply by dimension does not fit into the 14 inch box it is dispensed in. Thus is repositioned to accommodate the box. The customer upon receipt of the pizza did call and belligerently  and rudely address her dissatisfaction to one of our employees. Additionally, at the time she began to accuse and suggest that one of the employees “ate” a piece before she picked it up which is a completely erroneous and ludicrous complaint. She was offered a refund if she returned the pizza since her original complaint was of questionable validity and concern. She originally complained to the staff regarding the appearance and positioning of the pizza in the box not the quality of the pizza. It is only later that she offered further complaints regarding the quality. These were not originally discussed with the employee. Instead of returning the pizza, she chose to use it to photograph and subsequently post the picture with her erroneous complaints all over social media. There is evidence of tampering and altering of the photo based on visible crust and crumb outside of the box, which again caused us to question the credibility of her posting.
 
Many of the ensuing complaints and comments call into question not only the integrity of my shop and staff but the safety of our customers.
 
The resulting comments the customer received from a family member of the business were unfortunate and unnecessary. That behavior is unacceptable in the customer did receive an apology that she chose not to share in any way publicly despite her sharing of multiple other comments as our cyber investigation has confirmed. But, for this unacceptable behavior we sincerely apologize not only to the customer but to the community as a whole. Again there are no adequate excuses for this type of behavior.
 
As you alluded to, as with any complaint there are two sides to every story. But the following steps have been taken. Prior to receipt of the complaint through your agency, an apology had already been posted in the restaurant itself. An apology will be posted on the website but we rely very little on this site and will probably be ineffective. We have taken time to retrain our employees on customer satisfaction techniques and will be implementing a new policy for the handling of customer complaints. As a small business, our employee turnover is quite frequent and we have been somewhat lax in the past at aggressively working with new employees. Lastly, in the near future, we will be offering a special (at a significantly decreased cost and loss of revenue) on the involved size pizza along with a public apology for any misunderstanding of what this particular pizza represents. We have also now posted a much larger sign in the store explaining that for full refund, at the discretion of management, the product must be returned.
 
Again, Thank you for the opportunity to respond to this complaint. In a business world unfortunately not all customers are satisfied. In this particular instance, the animosity created has resulted in such a relationship that there is no hope for repair of this customer' s true satisfaction. Additionally, we have had to begin the process of “cease and desist" to prevent further problems with this customer. But we have been very proactive about ensuring this type of incident will not happen again. Thank you again for this opportunity.
 
Sirena Pizza LLC

Review: Received a subpar pizza and called to express my concern.I spoke with a worker and then the owner/manager who was very rude on the phone. I posted a picture of the pizza and a summary of my conversation on face book. The next day I received a nasty message from the owner calling me stupid, threatening me with legal action, and then proceeded to make a comment about me being overweight.Desired Settlement: I would like a public apology posted at the restaurant and on any of their online/social media sites.

Business

Response:

April 11,2014 RE: ID [redacted] To whom it may concern: