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Pizza Pizza. Ready for pickup in 30 mins or it's free ( NOT HONOURED)

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  • Dec 23rd, 2008 8:48 pm
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[OP]
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Mar 8, 2002
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Pizza Pizza. Ready for pickup in 30 mins or it's free ( NOT HONOURED)

Friday I placed an internet order for pickup. My confirmation said the order will be ready for pickup at 7.33pm or it's free ( 30 mins from order time).

I synched my watch to their time, not expecting anything, just a habit.

I entered the store at 7.31pm and was immediately asked for the last 4 digits of my phone number. My order was two pizzas and an order of shrimp. One girl pulled the pizzas from the heater bag, while the other girl told me the total was $25 or so. I gave her the money and she gave me my receipt.

The other girl then ran off once she realised the shrimp weren't there. I waited a few minutes while she literally finished cooking them. She boxed them up quickly and brought them over. I asked her the time and she looked on the til and said 7.35. I told her that it was not ready in 30 mins like promised. She offered to give me a dollar back ( which was the cost of the shrimp). I showed her the receipt, which stated "ORDER READY AT 7.33PM OR IT'S FREE". She, and later the manager, refused to budge on their $1 offer.

I don't care about the money, it's more about principal.

Do you think if I called Pizza Pizza customer service I'd get anywhere?

Have you experienced anything like this before?

Any tips?
69 replies
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Apr 23, 2007
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Mississauga
Hugh Jass wrote:
Sep 7th, 2008 12:13 pm
Friday I placed an internet order for pickup. My confirmation said the order will be ready for pickup at 7.33pm or it's free ( 30 mins from order time).

I synched my watch to their time, not expecting anything, just a habit.

I entered the store at 7.31pm and was immediately asked for the last 4 digits of my phone number. My order was two pizzas and an order of shrimp. One girl pulled the pizzas from the heater bag, while the other girl told me the total was $25 or so. I gave her the money and she gave me my receipt.

The other girl then ran off once she realised the shrimp weren't there. I waited a few minutes while she literally finished cooking them. She boxed them up quickly and brought them over. I asked her the time and she looked on the til and said 7.35. I told her that it was not ready in 30 mins like promised. She offered to give me a dollar back ( which was the cost of the shrimp). I showed her the receipt, which stated "ORDER READY AT 7.33PM OR IT'S FREE". She, and later the manager, refused to budge on their $1 offer.

I don't care about the money, it's more about principal.

Do you think if I called Pizza Pizza customer service I'd get anywhere?

Have you experienced anything like this before?

Any tips?
Call customer service...
They will probably offer you a free pizza or something like that to condensate for what happened. It doesn't hurt to try... just dont be a jerk on the phone
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May 11, 2004
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Hugh Jass wrote:
Sep 7th, 2008 12:13 pm
Do you think if I called Pizza Pizza customer service I'd get anywhere?
Yes you would. I went once to a PP and it was closed(my lunch time)--should have been open as stated by sign. I called PP and complained. They sent me a letter of apology and some coupons.
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Sep 1, 2007
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[QUOTE]just dont be a jerk on the phone[/QUOTE]
yup.
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Jul 1, 2005
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dis thread reminds me of the job that peter parker had in spider man 2, lolx
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May 10, 2008
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Brampton
I hate the policy and by the fact, that stores have to follow it... I know its their policy but when its busy, its almost impossible to complete orders on time. Just my 2 cents...think about it, If you worked at a place and they had stupid policies, you would suffer. Anyways, If you call the head office, you would definately be offered something.

Ansh
[OP]
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Mar 8, 2002
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Chr1s wrote:
Sep 7th, 2008 2:13 pm
Tip: Learn how to complain to Head Office when you can't get anywhere with 'Manager' levels at the store. Don't waste too much time and frustration with them.
I agree. I didn't get into a showdown with them for that reason. At that point there was no way they were changing their decision.

If HO does nothing, I'll simply make the same order and not pick it up. When they call I'll just explain, lol.
Deal Addict
Sep 10, 2007
2732 posts
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Ontario, CANADA
Hugh Jass wrote:
Sep 7th, 2008 12:13 pm
Friday I placed an internet order for pickup. My confirmation said the order will be ready for pickup at 7.33pm or it's free ( 30 mins from order time).

I synched my watch to their time, not expecting anything, just a habit.

I entered the store at 7.31pm and was immediately asked for the last 4 digits of my phone number. My order was two pizzas and an order of shrimp. One girl pulled the pizzas from the heater bag, while the other girl told me the total was $25 or so. I gave her the money and she gave me my receipt.

The other girl then ran off once she realised the shrimp weren't there. I waited a few minutes while she literally finished cooking them. She boxed them up quickly and brought them over. I asked her the time and she looked on the til and said 7.35. I told her that it was not ready in 30 mins like promised. She offered to give me a dollar back ( which was the cost of the shrimp). I showed her the receipt, which stated "ORDER READY AT 7.33PM OR IT'S FREE". She, and later the manager, refused to budge on their $1 offer.

I don't care about the money, it's more about principal.

Do you think if I called Pizza Pizza customer service I'd get anywhere?

Have you experienced anything like this before?

Any tips?
absolutely.. call head office and make as big a deal of this as possible. the worst they can say is no. you order was not ready as promised.
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Oct 2, 2007
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Toronto
I wouldn't order from the same place again though.. While they would be stupid to put a hair in the food, they could not wash their hands, drop it on the floor, sneeze on it, etc etc..
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Mar 14, 2006
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So basically you are complaining because they were 2 minutes late in baking your pizza?
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Mar 8, 2006
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I think you should be a little reasonable and cut them some slack. 2 minutes isn't a big deal, and the rest of your order was ready, so the free shrimp would've been a reasonable offer.

It wouldn't be wrong for you to complain, but it makes you seem sort of like a jerk (I'm not saying you are, but that's how I felt from reading about the situation).
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M@rk wrote:
Sep 8th, 2008 1:52 am
I think you should be a little reasonable and cut them some slack. 2 minutes isn't a big deal, and the rest of your order was ready, so the free shrimp would've been a reasonable offer.

It wouldn't be wrong for you to complain, but it makes you seem sort of like a jerk (I'm not saying you are, but that's how I felt from reading about the situation).
It is not when they guarantee 15-20min .. However, waiting for half an hour and then on top of that being late too is not cool if you ask me!
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Aug 14, 2008
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http://www.pizzapizza.ca/guarantee.htm

"Pizza Pizza reserves the right to remove any of the guarantees at any time and for any reason whatsoever in its sole discretion including, but not limited to, inclement weather, technical problems or restaurant related issues..."

The company wins.
Time guarantee is for marketing purposes.
Sorry, them just the facts.
Member
Jan 8, 2008
446 posts
27 upvotes
Toronto
This happened to me one time.Called into Pizzapizza for pick up order was told it will be ready in 30 mins was also given a time as well. And they specifically told me it was free. I got the person who i was talking to name and id #. I got in the store and guess what my order wasn't ready yet. They were too busy making instore orders. I waited passed my expired time and didnt say anything until 15 mins passed after the expired time my food was ready. I was calm about it and the cashier told me the total.I was excxuse me it's over at least 45 mins and my order should be free should it not?

Manager immidiately bursted and told me they were very busy and couldn't honor it. I was like well you should've posted a sign that says so or at least tell customers before entering the store about it. But no you make us wait and wait. I immidately called customer service got the person who took my order and handed him over to the manager. After them sort of arguing over the phone the order was given to me free. That wasn't it tho i called in pizza pizza i read on the receipt where it says if you were satisfied with service or not to call in. I called in and told them the service was awful which was and they credited me $10. I told them to keep the $10 as i will not be purchasing Pizza Pizza ever again and will tell all about it!!
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iceprince wrote:
Sep 8th, 2008 10:23 pm
This happened to me one time.Called into Pizzapizza for pick up order was told it will be ready in 30 mins was also given a time as well. And they specifically told me it was free. I got the person who i was talking to name and id #. I got in the store and guess what my order wasn't ready yet. They were too busy making instore orders. I waited passed my expired time and didnt say anything until 15 mins passed after the expired time my food was ready. I was calm about it and the cashier told me the total.I was excxuse me it's over at least 45 mins and my order should be free should it not?

Manager immidiately bursted and told me they were very busy and couldn't honor it. I was like well you should've posted a sign that says so or at least tell customers before entering the store about it. But no you make us wait and wait. I immidately called customer service got the person who took my order and handed him over to the manager. After them sort of arguing over the phone the order was given to me free. That wasn't it tho i called in pizza pizza i read on the receipt where it says if you were satisfied with service or not to call in. I called in and told them the service was awful which was and they credited me $10. I told them to keep the $10 as i will not be purchasing Pizza Pizza ever again and will tell all about it!!

in your case..i think it was reasonable....as in you should entitle to the free pizza...15 minutes?!? i once waited over an hour because for some reason the order was delivered to a non-exist address in Georgetown whereas I was in Toronto.....wtf?!?!

but for op...they gave them the pizza on time but just not the shrimp which was only 2 minutes late...which they did honour to give the shrimp for free...op...i think you should just move on....
;)

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