(Retailer) Regino's Pizza - refund refused+bad customer service
We ordered pizza over the phone, the guy said 10 mins. We arrive about 20 mins after, the cashier in the front asks us to pay. We paid (cash) and he says pizza is coming right up and goes away. But after a few mins we noticed that the employee inside is putting a pizza in the oven (there was nobody else in the store). So we call that employee over and ask "are you just putting our pizza in the oven?" And he says "yes" and "you'll have it in 10 mins". So we said, but we ordered 24 mins ago (going by our call time on the phone) and that the whole point of us ordering early so we dont have to come and wait. And that the other guy on the phone said it'll be ready in 10 mins. To which this employee responds "we never say 10 mins, we always say 20 mins" So we see this conversation going nowhere and ask we wanna speak to the same guy we spoke on the phone with. So he comes over and we ask the same question and he straight up says he didnt tell us that it'll be ready in 10 mins. So we said "but we called much earlier so it should've been ready regardless. There was plenty of time." So then he prints out the receipt from his computer and says look your order was put in at this time (which was 15 mins ago according to the receipt) and that the pizza will be ready in another 5 mins. We bring up the point again about that we called and ordered so we dont have to wait. And ask what did they do for that 15 mins because we literally saw the employee put our pizza in the oven after we paid. No response and he simply stays silent.
So we said "okay, we dont want the pizza anymore & we want a refund." He responds with "Yea we can offer you a refund but we need a reason" The level of disrespect and attitude when he said this is impossible to put into words. So we said "you promised 10 mins and you didnt deliver so we want a refund." So he started arguing about how he didnt say that and he cant give a refund. And it seemed like he didnt think it's warranted. We even said things like we're unsatisfied with your service and that we want a refund. And every time he would either say no or just stay quiet. Even when we said we just saw your employee put our pizza in the oven after we paid. He's like 'no". He started saying things like "you guys paid by cash so I cant offer refund" and "our policy is to only give store credit". Which completely sounded made up so we asked him "What policy is this? Show it to us." Not a word, just silence from him. We said "You just made that up, didnt you? There is no such policy" He nods 'yes' confusingly. We were so baffled by his utter ignorance at this point, and we realized this guy doesnt seem to understand us or may be he's just pretending. But he was definitely lying to our face.
Also by now, about 10 mins had gone by and the employee from inside brings our pizza to the counter and says that our pizza is ready now. He asks (politely) if we can take it and that only this time it took a few extra mins. To lookover/excuse this instance. This dude seem to have a better understanding than the one at the counter. But we still said no we dont want the pizza anymore, we want a refund.
Anyway, now we ask to speak to a manager or the owner, to which the cashier says he doesnt know where the manager is and even if he calls him it might take some time for him to get here. We said we'll wait. We literally give him a few mins to call but I shit you not, he just pretends to do some work. Like organizing the boxes and cleaning the counter. So we're like are you not gonna call? He said "yea after i finish this". Which would obviously piss anyone off. So we asked "one last time, are you gonan call your manager now or not?" He starts to give us a an excuse about how he doesnt know where the manager might be and that he might not even answer. So we said "that's a 'no'" And at this point we didnt know what to do and we didnt wanna stand there and argue like idiots so we took our receipt and left.
We think what probably happened was, most likely he forgot to put the order through after talking to us on the phone. All he had to do was say he made a mistake this time and it will not happen again and we would've been fine. Because we're regular customers, and the guy even knows we're regulars. He probably didnt want to have to explain to the owner it was his mistake. The order was for freaking $12 and he didnt want to offer a refund. We probably would've even taken the store credit had he admitted he made a mistake but to say that we are lying? Nope. Not having that.
Anyways, what are your thoughts? We were refused refund (we didnt take the pizza & we didnt get our money back), he refused to let us speak to the manager/owner & he lied to us as we were having the conversation.
- What are our options at this point?
- We've been trying to find a number to call to complain but they dont have anything of that sort. Their website is not helpful either.
- We would prefer to speak to a franchise manager but the closest thing on their website is an email for inquiring about franchising options.
- Also, while browsing their site, we found out their policy is refund or store credit. And this guy couldnt even point toward this at the store. smh.