Current Events > Did I handle this situation correctly, CE?

(+) Yeah! (+)

Working my usual shit at Pizza Hut. It's a pretty bad day, one of my drivers had his car broke down, two people called out sick. Which is pretty vital when it's a busy day and you need everyone. But whatever.

So, as expected, I ran out of Pan dough. I was too busy to call the customer back and ask if they wanted to cancel, but I noticed we got an order for medium pan. A medium handtossed came out instead, because we had no more medium pan.

Guy comes up, I tell me what happened. "Sorry, but I ran out of medium pan so I replaced the pizza with a medium handtossed." He said he was fine with it, he looked over the pizza and I even offered him a side of ranch as compensation. He took it and went on his way with a smile.

Half an hour later, I get a call. Same guy. He said he wasn't happy with the pizza, I should have called and told him, he wants a full refund.

I say it's a bit harder after I already cashed out his order, but so long as he didn't eat the pizza, I'm allowed to refund the entire order provided he brings it in.

Then he said he ate a slice already(and when he did bring it in, he ate multiple bites of one slice down to basically the crust). I said unfortunately I couldn't refund him, but I could offer him a full credit refund(plus a bit more) just because I felt, personally, it was a mistake on my part. He got angry and said he was bringing in the food and wanted a full refund.

He comes in, interrupts while I was dealing with a customer and lays the stuff out on the counter. I deal with the customer and check the damage, see there is significant bites taken out of the pizza, and tell him I'm not supposed to refund if there's bites taken out. He says he works retail, doesn't want to be a jerk or be rude.

Then he asks for my 'supervisor's infornation'. I said I'm unable to give that info out, as it's private info and I'm specifically told not to give out employee information. It's pretty explicit. I tell him my full name and job title, but he demands my boss's info. A customer comes in and I tell him I need to deal with the customer so I can handle him fully. He immediately began talking Spanish to the customer, which I assume he did because I'm white as hell. The customer wasn't speaking Spanish to me, it was English. I assume he talked shit about me, because when I handed the pizza to them, they checked it over thoroughly.

He then begins taking pictures of a thing for food safety we have in the front of the store, among other things. I tell him that he's not allowed to do that without permission, it's private property and I am not afraid to get the authorities involved. He says to do so, but the day was frustrating enough as is. I call my boss to ask what she'd do, and I get no answer, and I don't want to deal with the police so I just make a call to refund him to get him to leave. Before this, he was consistently raising his voice and cursing at me.

He says 'I thought you couldn't do it' and I clarify that I'm doing it to be nice, and that I am not supposed to. I refund him, but I'm unsure if I was supposed to do so WITH the tip he tipped, as I already gave that to the cook(I always tip my cooks because they have the hardest job by far, and never get recognition). But he mentions it, so I give him the tip out of my own money.

He comes back in later to demand my name(I wear a name tag in full view for everyone to see ffs) and when my boss will be in. I tell him just so he'll leave, and talk to my boss about it.

Fuck I don't know what I could have done differently in this situation. Did I handle it well?

[LFAQs-redacted-quote]


Nah, fuck him. He checked it over and said he was happy with it before leaving, and he got a freebie already.

[LFAQs-redacted-quote]

I feel like refunding him was the wrong move tbh.

This is like if you go to McDonald's and get a quarter pounder, but they tell you that they only have cheeseburger buns available, bur the meal is totally the same despite that. You say yes, the come in later because they should have had quarter pounder buns after taking a bite out of it.

If you accepted it, and were fine with it, why is it acceptable to come back in and ask for a full refund?

If he asked to cancel the order right then and there, I'd have obliged. Or if he wanted to replace the pizza with large or a stuffed crust, that would've been fine.

Edit: if today wasn't the nightmare it ended up being, I'd have probably called the police the moment he began taking pictures.

Ffs, take the credit and keep your food. That was the BEST option here.

Slayer_22 posted...

, i'd have probably called the police the moment he began taking pictures.

This seems like an overreaction. Let him take pictures imo. Where's the harm?

You did well though, to answer your question.

I doubt youll get harangued particularly by your boss. People talking about how you probably shouldnt have given a refund, but Im pretty sure managers often give in to enough pressure. You were busy and understaffed. If your boss doesnt understand, itll be ridiculous, and I dont expect theyll be unreasonable.

LinkFanatic posted...

This seems like an overreaction. Let him take pictures imo. Where's the harm?

You did well though, to answer your question.

He's causing a general ruckus in my store, cursing, yelling, and now illegally taking pictures on private property despite me asking not to, while also telling me to call the police.

It wasn't just the pictures. But taking pictures inside a store that is asking you not to is definitely not something you should ever do.

Slayer_22 posted...

but taking pictures inside a store that is asking you not to is definitely not something you should ever do.

You said it was outside, though.

Either way, I'm still not seeing how the pictures were a factor. I think we just have different morality, because I don't remotely think that's wrong; I don't mind if you do, though. :)

PerseusRad posted...

I doubt youll get harangued particularly by your boss. People talking about how you probably shouldnt have given a refund, but Im pretty sure managers often give in to enough pressure. You were busy and understaffed. If your boss doesnt understand, itll be ridiculous, and I dont expect theyll be unreasonable.

The issue is more or less refunds are the last step we are supposed to take. It goes:

Free shit > remake > credit > remake and credit > double credit > literally anything else >>>>>> refund.

LinkFanatic posted...

You said it was outside, though.

Either way, I'm still not seeing how the pictures were a factor. I think we just have different morality, because I don't remotely think that's wrong; I don't mind if you do, though. :)

It was inside the store, we have it in the front of the store though. Front of house is where we serve customers, so I always call that the front of the store.

Slayer_22 posted...

It was inside the store, we have it in the front of the store though. Front of house is where we serve customers, so I always call that the front of the store.

In any case, hopefully you won't have to deal with a dude like that again for awhile. Inevitable at some point though.

LinkFanatic posted...

In any case, hopefully you won't have to deal with a dude like that again for awhile. Inevitable at some point though.

Me too.

The part about him speaking Spanish though? Fucking beyond disrespectful.

Shitty ass customer.

Not really. Your franchise also sounds really cheap.

Slayer_22 posted...

the part about him speaking spanish though? fucking beyond disrespectful.

Yeah, I'll agree with this aspect of your morality. That pissed me off too, especially since I'm a broken person with minimal self-esteem from years of experiencing that; except it was behind my back, which is arguably worse imo.

Just immediately give the full refund + tip and take tip money out of store expenses, its best to just de-escalate the situation, make the customer happy and get them the fuck outta there.

Also..

https://gamefaqs.gamespot.com/a/user_image/0/1/7/AAfNRsAADPxJ.jpg

HornyLevel posted...

Not really. Your franchise also sounds really cheap.

What did I do wrong in this situation?

And it's Pizza Hut. Every Pizza Hut does the same shit.

RustyReborn posted...

Just immediately give the full refund + tip and take tip money out of store expenses, its best to just de-escalate the situation, make the customer happy and get them the fuck outta there.

Also..

https://gamefaqs.gamespot.com/a/user_image/0/1/7/AAfNRsAADPxJ.jpg

We're trained to work in a specific way, specifically not to refund immediately.

And I don't really give a shit if they're happy tbh. Fuck the customer, if they want to be assholes.

LinkFanatic posted...

Yeah, I'll agree with this aspect of your morality. That pissed me off too, especially since I'm a broken person with minimal self-esteem from years of experiencing that; except it was behind my back, which is arguably worse imo.

Sorry to hear that, man.

Slayer_22 posted...

Fuck the customer, if they want to be assholes.

agreed, diplomacy goes out the window if they want to take route B (become an asshole).

What country is this?

I would have just refunded in initially. I don't see why it matters if he took a few bites if it would be thrown out anyway. I got refunded for a half eaten steak once because it was too salty and they told me to keep it

If someone made your pizza different, you tried it and didn't like it, and they refused to refund you, would you be upset TC?

Slayer_22 posted...

We're trained to work in a specific way, specifically not to refund immediately.

Your training is crap imo, you need to be able to not be held down to corporate, by the book responses. Each customer experiene can be unique and must be handled differently.

LeoRavus posted...

What country is this?

I would have just refunded in initially. I don't see why it matters if he took a few bites if it would be thrown out anyway. I got refunded for a half eaten steak once because it was too salty and they told me to keep it

USA.

For me, it's more a case of I'm basically letting the customer eat for free. It's a slippery slope scenario. I've had people bring in an almost fully eaten pizza and expect a refund. Where is the line drawn? For me, if you ate multiple large bites, you were obviously fine with it and are just trying to scam the store.

On the other hand, we donate food to the homeless shelter every Friday and Monday. Whenever I get a pizza the customer hasn't eaten, or hasn't picked up, that food is allowed to be put away for the local homeless shelter.

If the customer takes a bite, I have to throw it away. Neither employees nor the homeless can even benefit from it in that case. It's wasted food.

SomeLikeItHoth posted...

If someone made your pizza different, you tried it and didn't like it, and they refused to refund you, would you be upset TC?

I wouldn't try for a refund. I'd accept the credit and keep my food, and either eat it or find someone in my family that wants it.

RustyReborn posted...

Your training is crap imo, you need to be able to not be held down to corporate, by the book responses. Each customer experiene can be unique and must be handled differently.

I don't see why you think this customer deserved to be happy in this specific scenario, but I think I was trained quite well.

Its a matter of not giving a shit about corp money when they get aggressive, and just getting them the hell out of the store.

Protect yourself. I do the closing shift at a supermarket outside of philly. I once kicked some teenagers out at closing time and got shot at. You never know what people can do.

RustyReborn posted...

Its a matter of not giving a shit about corp money when they get aggressive, and just getting them the hell out of the store.

Protect yourself. I do the closing shift at a supermarket outside of philly. I once kicked some teenagers out at closing time and got shot at. You never know what people can do.

If I'm gonna die, I'm gonna die. So be it. If fate deems that because I'm not refunding a dude's pizza, I guess that's how it's gonna be.

I refuse to live my life in fear of getting shot by some psychopath customer. I'm also going to be a good employee because I get paid to do the job I do.

If doing my job correct is not protecting myself, whatever. I'm just not bending over for every single person just on the off chance they might kill or harm me, though.

Slayer_22 posted...

If I'm gonna die, I'm gonna die. So be it. If fate deems that because I'm not refunding a dude's pizza, I guess that's how it's gonna be.

I refuse to live my life in fear of getting shot by some psychopath customer. I'm also going to be a good employee because I get paid to do the job I do.

If doing my job correct is not protecting myself, whatever. I'm just not bending over for every single person just on the off chance they might kill or harm me, though.

Hey man, just lookin after you is all.
Also, fuck customers!

Slayer_22 posted...

USA.

For me, it's more a case of I'm basically letting the customer eat for free. It's a slippery slope scenario. I've had people bring in an almost fully eaten pizza and expect a refund. Where is the line drawn? For me, if you ate multiple large bites, you were obviously fine with it and are just trying to scam the store.

On the other hand, we donate food to the homeless shelter every Friday and Monday. Whenever I get a pizza the customer hasn't eaten, or hasn't picked up, that food is allowed to be put away for the local homeless shelter.

If the customer takes a bite, I have to throw it away. Neither employees nor the homeless can even benefit from it in that case. It's wasted food.

If someone took a pizza home then brings it back whole, I wouldn't trust giving it to a shelter. You don't know what they may have done to it and the homeless person could sue. It's why a lot of restaurants don't donate perishable food to shelters

for your own sake, get a better job. or a marketable skill and then a job.

no

LeoRavus posted...

If someone took a pizza home then brings it back whole, I wouldn't trust giving it to a shelter. You don't know what they may have done to it and the homeless person could sue. It's why a lot of restaurants don't donate perishable food to shelters

I do what the shelter has asked of us to do, simply put.

berlyman101 posted...

for your own sake, get a better job. or a marketable skill and then a job.

Tf?

Naysaspace posted...

no

Again, an explanation of what I did incorrectly would be appreciated.

RustyReborn posted...

Just immediately give the full refund + tip and take tip money out of store expenses, its best to just de-escalate the situation, make the customer happy and get them the fuck outta there

I don't agree. Shitty people need to be dealt with. Should be a manager to do it though. I was working burger King and I hated my head manager. But she earned some respect when I saw a customer cussing and yelling at a cashier and she came over and told him to get out of her store and never come back or cops would be called. He wouldn't talk to her employees just any kinds way.

And I hated that shift. More often than not it was the people in back who fucked the order up. And it was easy to tell. Look at the receipt. If it's correct their it isn't the cashiers fault.

One I loved was my grandma though. She wasnt the boss but she had a strict no cussing policy as a cashier. She wouldn't refuse service outright but she'd tell them to walk outside come back in and try again without the cussing. She'd refuse them if they wouldn't do it. That stores receipts had the word "SHINE!" on them cause she was known for her no cussing ways and shine was her replacement word for shit

Really seems like you did everything you could..

Not saying he wasn't an asshole, but serving a replacement (hand tossed for the pan he ordered) with no explanation (until he explicitly asks about it) isn't something I would consider handled correctly.

It wasn't on you. You explained the change in crust, he looked it over and accepted the pizza, then left. Demanding a refund at that point is ridiculous.

I do want to clarify though TC, that taking pictures in your store is a violation of your company's policies, not a violation of the law. So it wouldn't be illegal.

But causing a ruckus and refusing to leave is definitely something you can call the police for. Although people like that tend to leave before the police arrive.

[LFAQs-redacted-quote]

Did you miss the part where he was short staffed?

b_nolan posted...

Did you miss the part where he was short staffed?

we're all short staffed. worker shortages are a thing in my town. everyone's hiring.
bagels person quit they're working 80 hour shifts.

threw down 40 eggle bagels because they got fed up on working those shifts.

First, you should have called him to let him know that you are out of medium pan dough. If, that's unsuccessful then you should have just given him the free pizza upfront and apologized. Maybe he didn't know the huge difference between a pan and hand-tossed pizza upfront. I've experienced the differences and I wouldn't have accepted the pizza upfront.

NoxObscuras posted...

It wasn't on you. You explained the change in crust, he looked it over and accepted the pizza, then left. Demanding a refund at that point is ridiculous.

I do want to clarify though TC, that taking pictures in your store is a violation of your company's policies, not a violation of the law. So it wouldn't be illegal.

But causing a ruckus and refusing to leave is definitely something you can call the police for. Although people like that tend to leave before the police arrive.

The taste is vastly different which cannot be determined upon glance. Unless the customer knows the difference, he is in the right to complain.

k1nG_j0hN posted...

Not saying he wasn't an asshole, but serving a replacement (hand tossed for the pan he ordered) with no explanation (until he explicitly asks about it) isn't something I would consider handled correctly.

He didn't ask, I explained it before I served it to him, I confirmed it was okay, then I gave it to him.

If he asked to cancel it, asked for something else, or wanted a different type of dough(even a large), I'd have obliged.
NoxObscuras posted...

It wasn't on you. You explained the change in crust, he looked it over and accepted the pizza, then left. Demanding a refund at that point is ridiculous.

I do want to clarify though TC, that taking pictures in your store is a violation of your company's policies, not a violation of the law. So it wouldn't be illegal.

But causing a ruckus and refusing to leave is definitely something you can call the police for. Although people like that tend to leave before the police arrive.

Considering he was taking pictures of names, which is taking pictures with intent to harass or stalk, on private property, I believe that is illegal. Or at the very least, extremely close to being illegal.

[LFAQs-redacted-quote]

Yeah, I was understaffed and making sure the shift ran smoothly. I didn't really have a chance to call him back, I usually do. And if he expressed that he didn't want it, wanted a replacement, wanted to cancel, etc...I'd have 100% done it. No questions asked.

JBaLLEN66 posted...

First, you should have called him to let him know that you are out of medium pan dough. If, that's unsuccessful then you should have just given him the free pizza upfront and apologized. Maybe he didn't know the huge difference between a pan and hand-tossed pizza upfront. I've experienced the differences and I wouldn't have accepted the pizza upfront.

Again, I couldn't call otherwise I would have. I would not have given him a free pizza upfront and not have made him pay for it, not only would that have gotten me in trouble(giving out free food and not making people pay isn't advised), but I also offered him credit as well as the pizza when he FIRST complained.

There really isn't a huge difference between pan and hand-tossed, and I always explain how hand-tossed is a thinner crust. He opened the box and saw. There REALLY isn't a difference in taste, I assure you.

JBaLLEN66 posted...

The taste is vastly different which cannot be determined upon glance. Unless the customer knows the difference, he is in the right to complain.

He should have known the difference upon, I dunno, being told there is a difference.

Slayer_22 posted...

He didn't ask, I explained it before I served it to him, I confirmed it was okay, then I gave it to him.

If he asked to cancel it, asked for something else, or wanted a different type of dough(even a large), I'd have obliged.

Considering he was taking pictures of names, which is taking pictures with intent to harass or stalk, on private property, I believe that is illegal. Or at the very least, extremely close to being illegal.

Yeah, I was understaffed and making sure the shift ran smoothly. I didn't really have a chance to call him back, I usually do. And if he expressed that he didn't want it, wanted a replacement, wanted to cancel, etc...I'd have 100% done it. No questions asked.

Again, I couldn't call otherwise I would have. I would not have given him a free pizza upfront and not have made him pay for it, not only would that have gotten me in trouble(giving out free food and not making people pay isn't advised), but I also offered him credit as well as the pizza when he FIRST complained.

There really isn't a huge difference between pan and hand-tossed, and I always explain how hand-tossed is a thinner crust. He opened the box and saw. There REALLY isn't a difference in taste, I assure you.

He should have known the difference upon, I dunno, being told there is a difference.

You sound like a terrible manager, this is sad OP

Get a job not dealing with people. Best decision i ever made. I will never go back to customer jobs. Never.

SauI_Goodman posted...

Get a job not dealing with people. Best decision i ever made. I will never go back to customer jobs. Never.

Being too cheap to even refund a cheap arse 5 dollar pizza will follow you regardless

JBaLLEN66 posted...

Being too cheap to even refund a cheap arse 5 dollar pizza will follow you regardless

Shut up holocaust denier

JBaLLEN66 posted...

You sound like a terrible manager, this is sad OP

I'd disagree as the only complaints I got are that I don't clean the store well enough. Which, to be fair, I just suck at mopping.

JBaLLEN66 posted...

Being too cheap to even refund a cheap arse 5 dollar pizza will follow you regardless

Pizzas at Pizza Hut cost about 20 dollars.

Yes, even mediums. Yes, it's absurd.

b_nolan posted...

Shut up holocaust denier

Oh, really now?

Yeah, nvm, dude's easily gonna be ignored here lmao

To answer your question, no. You should have made the phone call even if it means making other orders wait 2 minutes more.

You made the person waste their time driving to your store to get something they did not order and still charge them for it. If it happened to you, would you say "Oh its fine, i just had to drive 20 minutes down here to get a refund of something i didnt ask for and I also have to find a different place to buy something for my family to eat when everyone is hungry?". Probably not.

What happened after is not the correct behavior for the customer, but you failed first so take some responsibility and learn for the next time. Dont blame the (crazy) customer. It could have been he wanted to help you cover your mistake initially by accepting the different food but as others mentioned, when they/ their family tasted it the flavor was horrible for them and they went back annoyed and hungry.