Pizza Pizza did not follow through with their 40 minute time guaranteed policy

Feb 13th, 2018 11:34 pm

#1

Hidetoshi520 [OP]: Newbie; Feb 12, 2018; 11 posts; 13 upvotes

Feb 13th, 2018 11:34 pm

Pizza Pizza did not follow through with their 40 minute time guaranteed policy

I made order for a pizza today at 1:01am. Tues Feb 13. Pizza took over 1 hour and 5 minutes to arrived. I called twice to customer service and was told my order did not have the 40 minute guaranteed policy. That is ridiculous you guys are basically posting false advertisement which can and will lead to legal action. I called spoke to 2 customer service agent and 1 supervisor and was told that because I chose "call back" there was no time guaranteed. Which I was not informed about. That is absolutely unacceptable . You make a policy and did not follow through with it.

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Feb 14th, 2018 6:36 am

#2

jetman76: Newbie; Sep 12, 2013; 38 posts; 45 upvotes; KANATA

Feb 14th, 2018 6:36 am

cool story

+13

Feb 14th, 2018 9:48 am

#3

ALLCAPS: Deal Addict; Jan 3, 2014; 2877 posts; 2232 upvotes; Vancouver(ish)

Feb 14th, 2018 9:48 am

Hidetoshi520 wrote: ↑ Which I was not informed about.

It's not their job to inform you. It's your job to be informed.

Proud RFD member since January 31, 2007. Feel free to add 3,034 to my post count.

+1

Feb 14th, 2018 2:58 pm

#4

ericlewis91: Deal Addict; Jul 6, 2008; 1490 posts; 529 upvotes; GTA

Feb 14th, 2018 2:58 pm

It was also 1am? Maybe the policy doesn't work so late....

Feb 14th, 2018 3:13 pm

#5

Hidetoshi520 [OP]: Newbie; Feb 12, 2018; 11 posts; 13 upvotes

Feb 14th, 2018 3:13 pm

ALLCAPS wrote: ↑ It's not their job to inform you. It's your job to be informed.

No, that's why they got the 40 minute guaranteed policy or free. So I was expecting a free pizza. Took over 1 hour when store was just 3 minutes away .Now when I called and told them they were late and wanted my free pizza. They refused because " I chose call back" they did not say if I chose call back the guaranteed time will not be valid. And it should not be removed because that's their policy. Why make policy when you can't follow through with it

Feb 14th, 2018 3:15 pm

#6

Hidetoshi520 [OP]: Newbie; Feb 12, 2018; 11 posts; 13 upvotes

Feb 14th, 2018 3:15 pm

ericlewis91 wrote: ↑ It was also 1am? Maybe the policy doesn't work so late....

Doesn't matter. Policy is policy it remains effect until closing . It's the way they scheme you from getting the free pizza when they are late. I called called headquarters and was offered $10. But that's not the point. Point is you have a policy and did not follow through .

+1

Feb 14th, 2018 3:20 pm

#7

RFDAddict9000: Member; Nov 25, 2012; 338 posts; 954 upvotes; North York

Feb 14th, 2018 3:20 pm

OP you should read Pizza Pizza's Guarantee Policy
http://www.pizzapizza.ca/guaranty-policy/
The Time Guarantee is not offered on all orders. For example, larger orders take longer to prepare and cook and therefore will not be guaranteed. You will be informed as to whether or not the guarantee applies at the time you place your order.

In order to be eligible for one of the guarantees Pizza Pizza must receive a complaint on the day the order is placed, otherwise Pizza Pizza will no longer be obligated to honour the guarantees.

Feb 14th, 2018 3:37 pm

#8

fryguy1987: Member; Jan 3, 2017; 413 posts; 393 upvotes

Feb 14th, 2018 3:37 pm

Hidetoshi520 wrote: ↑ That is ridiculous you guys are basically posting false advertisement which can and will lead to legal action.

Can, yes. Will, lolololololololololololololololololol!!!!

+1

Feb 14th, 2018 3:43 pm

#9

Hidetoshi520 [OP]: Newbie; Feb 12, 2018; 11 posts; 13 upvotes

Feb 14th, 2018 3:43 pm

hubertlee wrote: ↑ OP you should read Pizza Pizza's Guarantee Policy
http://www.pizzapizza.ca/guaranty-policy/
The Time Guarantee is not offered on all orders. For example, larger orders take longer to prepare and cook and therefore will not be guaranteed. You will be informed as to whether or not the guarantee applies at the time you place your order.

In order to be eligible for one of the guarantees Pizza Pizza must receive a complaint on the day the order is placed, otherwise Pizza Pizza will no longer be obligated to honour the guarantees.

Number 1 . The order wasn't large. It was 2 medium pizzas two toppings each. No traffic at that time. Weather was clean and instructions were very clear.
And it was a Monday night so it wasn't busy. So that makes even for sure there should be a time guaranteed .

Number 2. I was not informed during time of order there was no time guaranteed. I was expecting to be free if your past 40 minutes .

Number 3. Complaint was done on the same day .

+1

Feb 14th, 2018 3:48 pm

#10

Hidetoshi520 [OP]: Newbie; Feb 12, 2018; 11 posts; 13 upvotes

Feb 14th, 2018 3:48 pm

fryguy1987 wrote: ↑ Can, yes. Will, lolololololololololololololololololol!!!!

Nothing funny about that buddy . How do you feel when your food took ever an hour to arrive and they didn't follow through?

+1

Feb 14th, 2018 3:48 pm

#11

marcsterr: Deal Addict; Apr 24, 2003; 2970 posts; 983 upvotes; Toronto

Feb 14th, 2018 3:48 pm

I'm not sure I understand the story - what does "call back" mean?

+1

Feb 14th, 2018 3:50 pm

#12

Hidetoshi520 [OP]: Newbie; Feb 12, 2018; 11 posts; 13 upvotes

Feb 14th, 2018 3:50 pm

marcsterr wrote: ↑ I'm not sure I understand the story - what does "call back" mean?

After placing an order. They will ask you would u like the driver to call you when he arrives ?. If you answer yes than your guaranteed time will be invalid. See how sly they are .

+1

Feb 14th, 2018 3:58 pm

#13

johnmoon: Deal Addict; May 23, 2003; 2435 posts; 445 upvotes; Toronto

Feb 14th, 2018 3:58 pm

I dont know about you but I always get my free pizza if they are late
(even 5 minutes, if under I usually just let them get away with it)
I simply tell them 'sorry not going to pay for this' and show my order confirmation with time on it
However, I always give them very generous tip in that case (like $10, my order is normally around $25)

Feb 14th, 2018 5:46 pm

#14

Cheapo-Findo: Deal Guru; Mar 9, 2007; 14001 posts; 9070 upvotes; Think of the Childre…

Feb 14th, 2018 5:46 pm

Take it to small claims court.

WOULD SOMEBODY THINK OF THE CHILDREN!!!

+6

Feb 14th, 2018 5:50 pm

#15

webshark: Deal Addict; May 22, 2016; 2390 posts; 606 upvotes; Ontario

Feb 14th, 2018 5:50 pm

They have worst customer service and you can barely understand them. I had an issue with them and they didn't care. Only reason they are still around is they used to be cheap but there are better deals around now.

+1

Feb 14th, 2018 7:08 pm

#16

jrees: Deal Addict; Apr 24, 2007; 2341 posts; 617 upvotes

Feb 14th, 2018 7:08 pm

Hidetoshi520 wrote: ↑ Nothing funny about that buddy . How do you feel when your food took ever an hour to arrive and they didn't follow through?

Ohhhhh man. I am so hungry but I must first launch legal action. No time to eat.

+1

Feb 14th, 2018 7:19 pm

#17

Hidetoshi520 [OP]: Newbie; Feb 12, 2018; 11 posts; 13 upvotes

Feb 14th, 2018 7:19 pm

jrees wrote: ↑ Ohhhhh man. I am so hungry but I must first launch legal action. No time to eat.

There's really no need for that . And no I was not hungry . I made the order for a friend of mine . I just don't like the way how they handle things. And you please grow up .

Feb 14th, 2018 7:34 pm

#18

Swerny: Deal Guru; Oct 5, 2008; 14268 posts; 8369 upvotes; Toronto

Feb 14th, 2018 7:34 pm

Hidetoshi520 wrote: ↑ No, that's why they got the 40 minute guaranteed policy or free. So I was expecting a free pizza. Took over 1 hour when store was just 3 minutes away .Now when I called and told them they were late and wanted my free pizza. They refused because " I chose call back" they did not say if I chose call back the guaranteed time will not be valid. And it should not be removed because that's their policy. Why make policy when you can't follow through with it

The policy says they will tell you when you order IF the time guarantee will apply.

Sounds like they didn’t and you “expected it to”.

Add in the call back thing and that =

No free pizza for you

+1

Feb 14th, 2018 8:02 pm

#19

DrunkenStupor: Banned; Feb 2, 2014; 1426 posts; 942 upvotes; The 6

Feb 14th, 2018 8:02 pm

Hidetoshi520 wrote: ↑ I made order for a pizza today at 1:01am. Tues Feb 13. Pizza took over 1 hour and 5 minutes to arrived. I called twice to customer service and was told my order did not have the 40 minute guaranteed policy. That is ridiculous you guys are basically posting false advertisement which can and will lead to legal action. I called spoke to 2 customer service agent and 1 supervisor and was told that because I chose "call back" there was no time guaranteed. Which I was not informed about. That is absolutely unacceptable . You make a policy and did not follow through with it.

OP I'd say go ahead and sue them. Do your homework and get yourself a solid lawyer. People may laugh at you now but you'll have the last laugh when you get paid!!!!

Good luck!!!

+1

Feb 14th, 2018 8:06 pm

#20

antigua1999: Deal Fanatic; Jun 11, 2005; 8554 posts; 2326 upvotes; Mississauga

Feb 14th, 2018 8:06 pm

Hidetoshi520 wrote: ↑ I made order for a pizza today at 1:01am. Tues Feb 13. Pizza took over 1 hour and 5 minutes to arrived. I called twice to customer service and was told my order did not have the 40 minute guaranteed policy. That is ridiculous you guys are basically posting false advertisement which can and will lead to legal action. I called spoke to 2 customer service agent and 1 supervisor and was told that because I chose "call back" there was no time guaranteed. Which I was not informed about. That is absolutely unacceptable . You make a policy and did not follow through with it.

Call head office and let them know your concern. Just remember its only pizza.

+1