Share this article

print logo

A love-story fail written in pizza sauce and cheese

Call it a case of love – and customer service – gone horribly wrong. And on Valentine's Day, to boot.

Steve Raines, co-founder of the local tech company Pointman, on Twitter today recounted his company's experience with an errant pizza delivery. It's worth the read.

Steve Raines‏ @stevenraines

So I have to share an amazing story about bad customer service. This is going to take a while so strap in. It all starts with a Valentine’s Day Pizza.

1:18 PM - 14 Feb 2018

Steve Raines‏ @stevenraines

This pizza, a heart-shaped one was delivered to our office today just after noon. The guy who dropped it off didn’t have an insulated bag, uniform, or a hat. But he did have a pizza for “Mike” from “April”

Steve Raines‏ @stevenraines

Our office has three employees named Mike, so it took some time for us to identify that none of our Mikes have a SO, sister or mom named April.

Steve Raines‏ @stevenraines

We considered the possibility that one of the Mikes has a secret admirer, but dismissed that when we realized that the address on the receipt for the pizza delivery was in fact not our building. Instead it was for a building up the block

Steve Raines‏ @stevenraines

At this point the pizza, a heart shaped one, has been in our possession for 20 minutes. Add delivery time and it’s fair to say the pizza was Luke warm at best.

Steve Raines‏ @stevenraines

So once we determined that the pizza was not for any of our Mikes, the employee who talked to the delivery guy called the pizzeria to explain what happened.

Steve Raines‏ @stevenraines

At this point, any rational person has to assume that the pizza place is going to say “thanks for letting us know, we’ll get a new one out to them right away. Enjoy your pizza.”

Steve Raines‏ @stevenraines

But if that had happened I wouldn’t have a thread.

Steve Raines‏ @stevenraines

Instead the first thing out of the mouth of the person from the pizzeria was “Did your Mike eat the pizza?” So the first thought here is... are they suggesting we are the kind of people to eat someone else’s pizza? Turns out we should have been.

Steve Raines‏ @stevenraines

Instead of thanking us for letting them know, the employee at the pizzeria says “let me talk to my store manager.” Apparently this is an issue that required escalation that somehow involved us

Steve Raines‏ @stevenraines

After 5 minutes on hold (pizza now 25-30 minutes in our possession) the “Store Manager” gets on the phone. Store Manager is quoted here because our employee is about 99% sure it’s the same person he was talking to originally.

Steve Raines‏ @stevenraines

And the question from the “Store Manager?”

Steve Raines‏ @stevenraines

“Do you have a big heart and want to walk it down there?” So now, we have an employee who has been asked to leave his job to deliver someone else’s pizza.

Steve Raines‏ @stevenraines

And because he DOES have a big heart and also because this pizza is now cold and largely inedible and because we have to find out how this plays out, he agrees to do it.

Steve Raines‏ @stevenraines

In fairness to the pizza place they did offer to check to see if they had someone in the area to pick it up and deliver it. That’s not better, but they did offer. There was no one in the area.

Steve Raines‏ @stevenraines

So the pizza gets delivered by @PointmanHQ staff because we care about people and are feeling bad for Mike and April. And we are also pretty upset about this experience and want to make sure they know the provenance of the pizza. At this point it’s probably 1:00.

Steve Raines‏ @stevenraines

A 10 minute walk later, guess who isn’t in the office? Mike. We speculate he is at lunch because he didn’t get his surprise pizza in time. The receptionist does nothing to dissuade us from this opinion. She does confirm that their Mike is the right Mike.

Steve Raines‏ @stevenraines

She has also spoken to April about whether the pizza has been delivered. So finally it is out of our hands. The sad, cold, heart shaped pizza is waiting to Mike.

Steve Raines‏ @stevenraines

So while he’s out, the employee from our office who took on this task gets a voicemail from the pizzeria. They are so grateful that they really want to thank him for all his trouble.

Steve Raines‏ @stevenraines

With 30% off his next order.

Steve Raines‏ @stevenraines

From a pizza place we don’t order from.

Steve Raines‏ @stevenraines

And now never will.

Steve Raines‏ @stevenraines

So the lesson here is that a company had a chance to turn a mistake into a great experience. They could have done the right thing for April and gotten Mike a fresh hot pizza.

Steve Raines‏ @stevenraines

They could have thanked us for letting us know and said keep the pizza, exposing their product to 30 people at a company and showing us that they care about customers incentivizing us to order from them.

Steve Raines‏ @stevenraines

They could have gotten free word of mouth from everyone involved about this minor mistake, exposing the idea of the heart-shaped pizza to many more people as well as showing they they take customer satisfaction seriously.

Steve Raines‏ @stevenraines

But what they did was pass the buck, make their mistake someone else’s problem, and half heartedly try to minimize the issue instead of owning it.

Steve Raines‏ @stevenraines

We are all human and make mistakes. It happens. How you deal with a mistake says everything about you and your employees and your company. And this was a complete and utter failure.

Steve Raines‏ @stevenraines

Oh, and one more thing. Remember how the original delivery guy didn’t have a bag, or a uniform, or a hat?

Steve Raines‏ @stevenraines

That’s because he wasn’t a pizza delivery guy. He was the guy the pizza was originally delivered to. In the wrong building and the wrong suite.

There are no comments - be the first to comment