They say a business is only as good as its customer service, right? When I called for delivery, the person who answered the phone didn't seem like he wanted to help me. I asked if I could get a delivery, he said 'sure'. Then there was a pause, and I got a 'what do you want?'. I said I wanted a medium pizza with mushrooms, and an order of onion rings. Pause. 'what else?'. That was all I wanted. He said 'give me your number so I can call you back with a total.' 2 minutes goes by, my phone rings with a total. I give him my address and say 'right around the corner from you guys', and he argues with me that it's not really 'right around the corner'.
Then the food gets here and it's mediocre at best. Soggy, lukewarm onion rings, and the pizza was good, for my 2 and 6 year olds to eat.
I ran into someone that worked there and I mentioned this situation to him and he laughed, and told me it wasn't the first time someone has said something about awful customer service, and that it was a manager that took my order, and that he is a jerk and doesn't care.
That's how you run a business?
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 23, 2012
As the General Manager for almost 7 years now, I have to say I was quite troubled by this review. I attempted to contact the reviewer privately to find out more about this incident. To my knowledge, I have personally never treated a customer this way and I'd like to think I haven't had anyone in my employ who would. I simply won't tolerate poor customer service from my employees (I once sent a driver home when he didn't thank a customer on the phone). As the reviewer said, you're only as good as your customer service. I couldn't agree more.
Report response as inappropriate
What troubles me about the review is that it doesn't seem to follow any of our standard protocol. We always start by asking if the order will be pick up or delivery. We always follow that up by asking for the phone number as that is how our computer system maintains customer records. We need the phone number in order to be able to pull up the account information such as address and delivery instructions. We wouldn't be able to ask for the phone number at the end, as the reviewer stated. We also don't usually do call backs unless we have a question about your order. We always have the price right in front of us, so a call back for that is completely unnecessary.
Again, I welcome the reviewer to contact me directly as I would like more information about this experience and I would like the oppurtunity to apologize directly on behalf of Pizza Time Westbrook if someone here did not treat you as they should have.
Nate Hicks, General Manager
Pizza Time Westbrook
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.