Information Echo

We order pizza quite often. Too often, actually, but we enjoy it, and given the number of rushed evenings in our household it’s become a staple option for when a quick meal is necessary.

For about a year and a half we’ve been ordering from the Domino’s location on Grandview street in Oshawa. Yeah, I know that means nothing to most people here, but I want Google to pickup on it.

In that year and a half we’ve ordered many times and always had excellent service and excellent pizza. Except tonight - they messed up our order. No problem we figured, we’d just call and explain our situation and perhaps get a credit towards our next order. Given how late it was, we really didn’t want to wait another 30 minutes or so for the delivery of a replacement pizza, so my wife just ate something else and I enjoyed the remaining (good) pizza.

However, when we called in, a debacle ensued. Without elaborating too much, an employee called us a liar, refused to replace the one pizza because my wife had ate a few bites from one single slice, and then when we asked to speak to the manager, the employee told us to call another Domino’s location, a location which we learned after the fact was totally unrelated.

To his credit, the manager at the other location, despite being baffled about the whole situation and not quite sure why we were calling his store to deal with a situation from another unrelated location, did address the situation professionally and told us that he’d mail us a gift certificate for the entire order. It was a pleasant, if not slightly confusing phone call. We ended the call still somewhat miffed, but at least satisfied that we had spoke to someone who actually seemed genuinely concerned, remedied the situation, and said he would take it up with the other locations manager right about the situation.

We racked it up to a bad experience and given the long history of great pizza from the Grandview location, figured we’d have better luck next time.

However, about 20 minutes later the doorbell rang and it was the store manager from the Grandview location. He apologized and said that he had stepped out for a coffee when the situation had occurred and that it should never have been dealt with that way. We chatted for about 10 minutes, I showed him an actual slice of the pizza in question (yes, it WAS clearly a mistake) and he made the situation right with a personal apology and a gift certificate to cover our next order. We expressed how we had been reasonably long term customers of his location - we used a coupon that arrived in the mail a year and a half ago, loved the pizza, and have ordered solely from Domino’s ever since, and he confirmed that he had noticed a long history of orders in their computer system.

Anyhow, after chatting it up and mentioning how much we appreciated his effort, he went on his way. We had a smile on our face and a bad situation was suddenly a great situation. Thanks, Brady!

In an age of dwindling customer service and retailers who just don’t seem to care anymore this was a refreshing change. Yes, we’ll order Domino’s again, and instead of posting a negative story about a botched order I’ve got a positive story about a great store manager.

Now, don’t get me started about how I failed once again and we ended up eating pizza on Valentines day.

Trackback URI | Comments RSS