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Wrong delivery address

, posted: 19-Aug-2006 19:23

Alright, we placed an order tonight for a couple of large pizzas. So went to Pizza Hut online and did the usual and ordered it. On the finalisation of the order, I not only double-, triple- but quadruply-checked the address is correct. Got the email confirmation, and checked the items and the address, sweet all correct. Waited... And waited... And more waiting... Then got a phone call from the delivery guy from Shirley suburb... the pizzas are being delivered to the other side of the town, one of the old address of my partner's place which we haven't used for over 1.5 years. Told the delivery guy it shouldn't be there and the system must have got it wrong. So called the call centre and sorted all out. Got our pizzas in 15mins time. Anyhow, while was with the call centre, told them it was definitely confirmed for delivery address at the current abode. I suggested to them the system must have a glitch, and explained that the last few times we used the online order it has been fine, and delivery been made successfully to the current abode. That all got sorted, so hopefully they'll look into the online order system. After that, I got another call back and this time from their Shirley branch to confirm the cancellation of the order on their branch, and I told the woman on the phone that I have called up the call centre and got this sorted. Amazing with their customer service! One of the best I have dealt with. Kudos to Pizza Hut. (Now go fix the problem with online order delivery system, and while you're there... bring back the "Half-and-Half" feature!!!!





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Comment by JAMMAN2110, on 19-Aug-2006 19:50

MMM half n half :D


Comment by sbiddle, on 19-Aug-2006 19:54

I had trouble using a coupon via the 0800 number that clearly said it was for pick up and delivery and even mentioned a $6.95 per order delivery charge. The call center said it was pick up only coupon and they couldn't do anything about it because they can apparently not override coupons in the system. I ended up driving to the store to collect the 10 pizzas for a lunch work order and then send them an email. I was pleasently surprised to receive an email within a few hours apologising and offering free pizzas for the next order and a followup email a few days later from a call centre supervisor making sure I was happy with the outcome.

Their pizzas may not be the tastiest on the market but at least they seem to have good processes for dealing with issues.


Author's note by chiefie, on 19-Aug-2006 19:58

Nice sbiddle. I agree, Pizza Hut's customer service seems to be the best so far of all the ones that I have dealt with lately. I hope they keep this standard up, and show other companies how important customer service is and what miracle it can do to help with their businesses.


Comment by freitasm, on 20-Aug-2006 11:33

On the other hand I had a horrible pizza, tasted like a cream cracker, and the Pespsi was warm. I sent an e-mail and got free sides for my next order. Next day the local store's manager called me and offered a free pizza as well.

LAter I ordered two pizzas and the sides, when I went there to pickup they charged me for everything. After a while they manage to confirm that free sides, but couldn't find my "free" pizza". The manager was nice but forgot to load the free offer in their call centre database.

So I ended up paying the lot, and told the guy "I knbown is not your fault, since you don't know what others do around here, but I am not getting pizza from Pizza Hut anymore".


Author's note by chiefie, on 22-Aug-2006 14:18

hmmm.. I guess the service do varies from one customer to another eh? It is all too random. But I do hope this will bring companies to their own attention that customer service is very very important.


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