Current Events > Another Pizza Hut story

(+) Yeah! (+)

I'm doing my usual shit at PH, managing the store. Some guy calls to complain. He got a pizza with BBQ sauce on it when he ordered pizza sauce.

Okay, that is a serious issue. But also very odd, my employees would need to go out of their way to do something with BBQ sauce instead of regular. So I get his number and look up the order.

He ordered it, it's via the app...and he put BBQ sauce. Him. Not a mistake on our part. So I tell him that he did, in fact, order one with BBQ sauce and unfortunately I can't do anything about it.

Then he gets mad, tells me that apparently I am going to either refund him, or I'm going to make him a new pizza.

I tell him no, I am not doing either. He says there's no way I'm manager because I got bad customer service, then proceeds to say he's gonna talk to the manager tomorrow.

I'm the manager tomorrow.

And it's superbowl.

I'm likely gonna just tell him to leave, tbh.

But I look forward to that garbage tomorrow lol.

while i know you have no obligation to do anything, i personally would just make him his new pizza, if he wasn't immediately a douchebag about it

Make him another BBQ sauce pizza lol

Heartomaton posted...

Make him another BBQ sauce pizza lol

i would love that option but the food costs come out of his pocket.
lets say it was a mistake and they put the wrong sauce. he has the right to get another one made but not this time.

TC doesn't have time to deal with an irate customer anyway.

viewmaster_pi posted...

while i know you have no obligation to do anything, i personally would just make him his new pizza, if he wasn't immediately a douchebag about it

The issue is it directly affects stock, and it was a delivery. Plus, the responsibility really isn't on us.

Remaking that one pizza slows down the cooks, makes me force a driver to deliver another pizza in the middle of a rush, makes our dough counts inaccurate(especially so close to superbowl), and makes my end of night inventory count look different than the ideal.

But yes, he was douchey and refused to admit he made a mistake too.

Slayer_22 posted...

The issue is it directly affects stock, and it was a delivery. Plus, the responsibility really isn't on us.

Remaking that one pizza slows down the cooks, makes me force a driver to deliver another pizza in the middle of a rush, makes our dough counts inaccurate(especially so close to superbowl), and makes my end of night inventory count look different than the ideal.

But yes, he was douchey and refused to admit he made a mistake too.

Plus it'd encourage dishonest customers to game the system to get two pizzas for the price of one.

kingdrake2 posted...

i would love that option but the food costs come out of his pocket.
lets say it was a mistake and they put the wrong sauce. he has the right to get another one made but not this time.

TC doesn't have time to deal with an irate customer anyway.

Just the other day, we had a customer who had two pizzas that were entirely blown out, yet my CSR didn't report it to the cook for remakes and served it up. I didn't realize, sold it, and went about my business.

He came back, I saw the issue and immediately remade it. It will affect my stock, yes, but the onus is on me as a manager to make sure mistakes by my employees are rectified and issues that are on us are solved.

I gave the guy a free breadstick too.

I'm under no obligation to do so to a customer like the one mentioned in the OP.

1337toothbrush posted...

Plus it'd encourage dishonest customers to game the system to get two pizzas for the price of one.

That too. We actually had a manager that would, regardless of the mistake, always offer remakes and extra pizzas and it affected stock heavily, this was before my promotion. We'd get a lot of calls from the same person that would say the same issues kept happening to their pizzas, always on the same days.

I made those pizzas back then.

Hehe, Good times.

Let us know how it goes.

Slayer_22 posted...

Just the other day, we had a customer who had two pizzas that were entirely blown out

What does it mean for a pizza to be "blown out"? Is the crust dough filled with air or something?

MyMainAccount posted...

What does it mean for a pizza to be "blown out"? Is the crust dough filled with air or something?

Basically, the dough will blow up like a balloon due to the C02 produced when the yeast ferments the sugars in the dough thar make it rise.

This usually only happens when our dough isn't pre-prepped, which it wasn't. In this case we usually puncture holes in it to give the dough room to expand without blowing out.

What makes the new spicy lovers pizza spicy?

k1zzl3_82 posted...

What makes the new spicy lovers pizza spicy?

We use an entirely different sauce that is spicy, so right off the bat it's already got a spicy taste to it. We only carry 3 versions of the Spicy Lover's Pizza, sadly, you aren't supposed to be able to add extra toppings(depends on store) but you can remove any if you wish. Either the spicy double pepperoni which is regular pepperoni as well as our small, crispy cupped pepperoni(basically small ones that curve into cups after) then topped with a new topping, our red chili's. There's also the spicy chicken Hawaiian which is a chicken and pineapple pizza as you'd expect with the red chilis. Then there's the spicy garden veggie which is just the normal veggie lovers with red chili's.

All three are then topped with a generous sprinkle of red pepper flakes that Pizza Hut calls 'fiery flakes' but as far as I can tell, they are just regular ones lol.

Slayer_22 posted...

We use an entirely different sauce that is spicy, so right off the bat it's already got a spicy taste to it. We only carry 3 versions of the Spicy Lover's Pizza, sadly, you aren't supposed to be able to add extra toppings(depends on store) but you can remove any if you wish. Either the spicy double pepperoni which is regular pepperoni as well as our small, crispy cupped pepperoni(basically small ones that curve into cups after) then topped with a new topping, our red chili's. There's also the spicy chicken Hawaiian which is a chicken and pineapple pizza as you'd expect with the red chilis. Then there's the spicy garden veggie which is just the normal veggie lovers with red chili's.

All three are then topped with a generous sprinkle of red pepper flakes that Pizza Hut calls 'fiery flakes' but as far as I can tell, they are just regular ones lol.

hmmm sounds ok, I think I will try it today

k1zzl3_82 posted...

hmmm sounds ok, I think I will try it today

Another thing people might not think to try right away: you can ask for it to be pan, thin, or stuffed crust.

Slayer_22 posted...

Another thing people might not think to try right away: you can ask for it to be pan, thin, or stuffed crust.

We order through the app most of the time. PH is the only place close enough to deliver to us.

How often do you get requests for drawing something on the box? In college we did this all the time, tipping extra if they did it. LITERALLY every time the drawing we got was amazing. like PH only hires artists.

GranolaPanic posted...

Doesnt Pizza Hut give you the option of choosing the type of sauce you want when you customize the pizza? I know Ive substituted regular for a garlic before. I remember barbecue being listed as an option. If barbecue sauce causes that many problems, then why offer it?

I think that is his point. The customer had to go out of his way to select BBQ sauce. In my app it has you select crust then sauce, then veggies, then meats (not 100% on the order of those) so when sauces came up he must have tapped BBQ rather than regular marinara. I would say 99% of the time people do not screw it up. This guy rather than admit his mistake, wanted to be a dick about it.

Thats what I gathered from this topic

k1zzl3_82 posted...

We order through the app most of the time. PH is the only place close enough to deliver to us.

How often do you get requests for drawing something on the box? In college we did this all the time, tipping extra if they did it. LITERALLY every time the drawing we got was amazing. like PH only hires artists.

We've never gotten a request like that, tbh. We did get a request for a joke once. But our manager was there(back when I was a cook) so we had to keep it PG.

GranolaPanic posted...

Doesnt Pizza Hut give you the option of choosing the type of sauce you want when you customize the pizza? I know Ive substituted regular for a garlic before. I remember barbecue being listed as an option. If barbecue sauce causes that many problems, then why offer it?

It never causes problems, this is the first time.

Plus, even if we wanted to remove it, we don't have the option, because it's stuff from corporate lol.

GranolaPanic posted...

Sorry. Youre right. I just woke up and misread an important part of what happened.

No problem, stuff like that happens lol.

k1zzl3_82 posted...

I think that is his point. The customer had to go out of his way to select BBQ sauce. In my app it has you select crust then sauce, then veggies, then meats (not 100% on the order of those) so when sauces came up he must have tapped BBQ rather than regular marinara. I would say 99% of the time people do not screw it up. This guy rather than admit his mistake, wanted to be a dick about it.

Thats what I gathered from this topic

That is exactly it lol.

k1zzl3_82 posted...

In college we did this all the time, tipping extra if they did it. LITERALLY every time the drawing we got was amazing. like PH only hires artists.

i loved the wizard drawing where he zaps the pizza.

GranolaPanic posted...

Why did Pizza Hut stop offering salami as a topping and pretzel crust? I miss them.

Those were before my time, but I can guarantee it's because they were either not profitable enough, or not selling well enough to justify their existence on the menu. And when that happens, it gets nixed.

Same happened to the P'Zone which I loved. Thankfully, I can still remake them if I want to lol

Bump.

Slayer_22 posted...

All three are then topped with a generous sprinkle of red pepper flakes that Pizza Hut calls 'fiery flakes' but as far as I can tell, they are just regular ones lol.

I love how you worded that!

If he had admitted he messed up and genuinely apologized to you, would you have made a free one for him?

coolpal23 posted...

If he had admitted he messed up and genuinely apologized to you, would you have made a free one for him?

Likely not, it still messes with our inventory and the responsibility isn't on me. Plus, again, it was a delivery.

Depending on how our stock was that night, and how business was doing on that particular day, if he came into the store and presented the pizza to us, so we could take it, verify that it was incorrect(and at the end of the week, any pizzas that we have left over go to a homeless shelter program), we might remake it.

But, again, we aren't the ones at fault here, so he should be the one apologizing in the first place.

cjsdowg posted...

I love how you worded that!

Sizzle words. They get stuck in your head.

Ugh.