Posted by Simi Mathew under
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A food chain that is facing stiff competition from the likes of it, better brush up their act and play their cards well. Pizza Hut, the largest pizza restaurants chain in the world cares less about the new-age mantra, “Customer Service”, at least not in my case.
Ever since I have moved to Bangalore, all 3 of my attempts to have a pizza delivered at my doorstep has been a nightmare.Apparently I live in the Bangalore suburbs (1 job and 1 wife- my husband can’t afford a flat in the city) so the joy of having a piping hot pizza comes with a price (Pizza Hut has comparatively less offers and more expensive pizzas in India). I have to wait an hour o to enjoy my pizza. I don’t mind that and totally understand about the distance part but what I don’t understand is that why they forgot to brush up their customer service when they just increased the price of their pizza by 5%-10% !!!The first time I tried to order a pizza, a lady calls me after around 30 minutes I placed my order that the family size Freshiza was not available and she would send me 2 medium size freshiza for the price of 1 family size. I was pretty happy that I was going to make a profit because I was going to save around 100 INR. But I, “a mathematically challenged temporarily unemployed lawyer” was shocked to learn from my “always correct husband” that I was going to get less pizza this way.
This how the calculation goes:
Area of 12″ Pizza
= Pi X r X r = 3.14 X 6 X 6 = 113.04 sq inches
Area of two 8″ Pizza
= 2 X Pi X r X r = 2 X 3.14 X 4 X 4 = 100.48 sq inches
Anyways the delivery boy was well over an hour late. He was very apologetic; actually he was a bit too apologetic. He made the mistake of showing me the pizza which I find to my horror was burnt. Each time a customer places an order, the order goes to the kitchen and while the pizza is being made, a delivery boy is assigned for the delivery. He has then the onus to check the order the right when taking it from the kitchen. Anyways I send it back and I had the manager call me up to say how sorry they were and I had them literally begging me for another chance ( I wish my husband said that to me once in a while). They vowed that this will never happen again and finally I get my pizza well after my dinner time.
Second time the same story and they also get the wrong order this time. Again the same lament from the same manager, this time he has a new dialogue- that he is embarassed!! Anyways long story, cut short- I finally get my pizza well after 11:00 pm.
Today, when I was placing my order that you now place your order with the Pizza Hut call centre, which will take your order and place the order on your behalf to the respective Pizza Hut in your area. This system is already in place in NCR but the irony is that the call centre is in Gurgaon so a Delhi resident pays the STD charges for placing an order. Anyways the agent who took my order assures me that I will have my order in 30 minutes. Ahem!! I didn’t believe that but after 1 hour and 15 minutes I lose my patience and after talking to 3 different people at the call centre who lamented the same script to me, the floor manager offers the pizza to me for 50% less. I made it a point to express how dissatisfied I was after 3 consecutive bad experiences. But when the pizza finally arrived- it was cold and burnt and I just refused to accept the pizza and tired of all this, I informed the delivery boy that I would place an order with Pizza Hut again. In the meantime, I guess my case my escalated to the manager. She calls me and goes on and on about how sorry she was and then that it would never happen again. She finally offered me a free meal at Pizza Hut and she allegedly claimed that she was ready to do anything to get me back as their customer!!
The point is throughout their clichéd script, I don’t think Pizza Hut cares a damn about customer service. They fall well below the mark of even a satisfactory service because they make the same mistakes again and again!!