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Takeout-delivery screwup

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osxgirl posted 2/27/2014 17:16 PM

So, I wanted to see what people here think.....

A few nights ago, we ordered two items from a pizza delivery chain. When the food got there, my DH paid and brought the boxes in without checking them. Of course, that meant that one of the items was completely the wrong thing. The item we got was actually quite a bit more expensive than what we ordered, but nothing we were going to eat, and we wanted the original item.

I called the place and asked for a manager. The person who answered said she was the manager, and I relayed the problem. She put me on hold, and when she got back on the phone, she asked if we had eaten any or touched any (the wrong item was chicken nuggets). Somewhat confused, we said no. She said the delivery person would be there in a few minutes to take care of the problem.

Sure enough, within about 5 minutes, there was a knock on the door. The delivery person took the nuggets from DH, explaining that he had mixed up our order with someone else just down the street who had called right after we did. He then told DH he would be right back, he just had to run down the street real quick and he would bring back what we ordered. He was gone before DH could even say anything.

We were both amazed. It was pretty obvious that they had decided to just swap the items. After they had been delivered to someone else. When we have NO idea what the other person could have done to it before giving it back.

Granted, I know most people aren't like that.... but we have no idea who got our item originally... and they have no idea what we might have done with their food either.

When the delivery person came back, DH just stated that we weren't willing to take the food after it had gone to someone else first, and asked (and received) our money back.

Is it just me, or does it amaze anyone else that a place would do this? Isn't that a major health code violation?

Crescita posted 2/27/2014 17:42 PM

It doesnít really surprise me. People in lower level positions usually get hit with the consequences immediately, so they donít think long term risk. If they mess up two orders, they are docked pay. If they can seemingly make it right, their risk is minimized. If something terrible happens as a result of the easy fix, they might lose their job, but the company is going to be the one saddled with legal problems.

But ugh, I would hate if that happened, and you were smart to decline the food.

little turtle posted 2/27/2014 17:59 PM

That's got to be a huge health code violation. Wait staff aren't even supposed to take your cup and re-fill it... I can't imagine any place where re-delivering food to the correct house after it's already been delivered to the wrong house would be acceptable!

idkam posted 2/27/2014 18:23 PM

WTH!!! Were they smoking crack or something?? That is strange to me...

jrc1963 posted 2/27/2014 18:25 PM

There is very little food delivery places we order from... so this has never been an issue... but WTH???

osxgirl posted 2/27/2014 18:31 PM

Yeah, that's what we thought - WTH?

And it was obvious to us that this came down from the manager, not that the delivery person just did it on his own, since the manager asked us if we had eaten any or touched any of the food.

That was the part that surprised me the most... I mean, if she's manager of the store, she should know that something like that could get them shut down by the health department, right?

wildbananas posted 2/27/2014 18:50 PM

Yeah, that's not cool... maybe you need to go over her head and report it to her supervisor? Or corporate or whoever?

osxgirl posted 2/27/2014 19:03 PM

We actually already sent an e-mail to corporate. They responded almost immediately saying they had notified the owner of that store and that they would be investigating, and that they should get back to us again once they have.

Still not so sure I'll ever be willing to order from them again though...

ThoughtIKnewYa posted 2/27/2014 19:06 PM

That's a HUGE no-no!

Report it to the corporate office of the pizza chain and to your local health department.

I would FREAK. OUT. if someone tried that with me.

[This message edited by ThoughtIKnewYa at 8:33 PM, February 27th (Thursday)]

purplejacket4 posted 2/27/2014 19:54 PM

Yeah you can't do that. I MANY times had to drive back to Dominoes with the wrong order and then get the correct pizza. Needless to say it was free.

The funniest/weirdest is when I accidentally took a pepperoni pizza to a religious family who ate Kosher. Not good. I believe there may have been some non religious four letter word sentiments directed at me. Never made that mistake again!

rekindle posted 2/28/2014 00:51 AM

That is horribly irresponsible of all involved employees. The time in which the orders were out of the hot bag and laying around yours--and the other people's--kitchen counters is enough time for bacterial growth to begin. Then add in whatever bacteria the other people could have spread if they touched it. They're asking for some major problems with actions like that. Good thing you contacted corporate.

osxgirl posted 3/1/2014 14:37 PM

Final followup on this:

DH got a call yesterday from the manager of the store (not the person I talked to on the phone). He said he believes it was the general (head) manager.

From what he said, DH said he thinks the person I talked to that night wasn't a "manager", she was likely a shift supervisor. And bottom line is:

- He apologized greatly, said that is NOT their policy, and that it never should have happened.

- He said company policy is that a new item is made and delivered, along with giving the customer something free (sounded like a coupon for a free item next time) for the inconvenience.

-He said that all the employees are going to receive training on this to make sure it doesn't happen again and that they handle things according to the company's policies.

- And he gave us a credit for a free large pizza in the future.

As to the last one - am I overly paranoid when I say I'm not so sure I want to use that one (or even order from there again) in the near future? I guess I worry a little about one of the employees not being happy with us for reporting this... I'm probably just overly paranoid though.

I'm reasonably happy with the resolution. I didn't necessarily want anyone to be in trouble - just wanted to make sure that they quit doing this! It does trouble me a little that either the employees did not originally receive proper training or that they felt it was ok to ignore it anyway.

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