Would you ask for your $$ back ? REALLY bad delivery pizza??
Post ReplyPost New TopicPosted 1/19/2013 by Dragonfly27 in NSBR Board


PeaNut 40,531
June 2002
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Posted: 1/19/2013 10:51:46 PM
Just curious...

So I'm entering some out of town family who were passing through the area and we all decided to order pizza from a nearby place that we've ordered from before and it's always been good. They are a more expensive place, but its usually worth it.

So we order large "chicken garlic" pizza and a mini cheese for the kids to share. I had to repeat myself a couple times on the phone, but I figured it was a bad connection.

The pizza takes about an hour, gets here and we are visiting so my mom pays cash for the bill (about 40 bucks) and then comes upstairs. It takes us a few minutes but then we open up the box and see that the pizza is a mess! It's burnt...dark edges all around the crust and black spots in parts of the cheese. 3 pieces don't seem to have any cheese at all on them and then the "chicken" for the pizza is literally 3 clumps. It looked like it was just dumped on in 3 places and not spread out at all. Everyone just kinda stared and was like "you paid 40 bucks for that??"

So I call the place back a few minutes later. The person tries to defend the way the chicken is placed, but the reasoning makes no sense. Then they offer to come back and get the pizza, take it back to 'investigate' and then bring us another one but it will take up to an hour or more. I stated that I didn't have time for that.

She offered a discount on my next order, but the more I thought about it, the more I think we were owed our $$ back, or at least half of it. But I didn't want to abandon my company just to drive the pizza down there to them and complain and wait some more.

I was thinking about driving there tomorrow morning and explaining the situation in person (I took a photo of the pizza). We did eat a few of the okay looking slices as we were all hungry and I didn't have anything defrosted that I could cook (impromptu company).

What would you have done? Or would you do? I hardly ever complain at restaurants, but this was an expensive pizza and I feel like my mom got ripped off.


PeaNut 18,334
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Posted: 1/19/2013 10:54:38 PM
I'd be asking for my money back AND a lesson learned to not pay cash when you are too busy/distracted to take care of business right then.

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PeaNut 109,127
September 2003
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Posted: 1/19/2013 10:57:15 PM
I would have had them come back out to get it. If you had wanted a new pizza, tell them you expect it in 30 minutes AND free or tell them you want your money back.

The problem with not having them come get it is that delivery places are used to people calling and complaining and then eating the pizza instead of returning it. Many do it just to get free pizza.

Since having them come back out tonight is no longer an option, call tomorrow and talk to the day shift manager or ask for the owner's contact information. I wouldn't let it go.

I irritates me to no end when they try to defend something they know they are at fault for.

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PeaNut 259,367
April 2006
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Posted: 1/19/2013 10:57:44 PM
You agreed to a discount and ate some of the pizza, so I think they will see it as resolved. It never hurts to explain and see if they will do more, but be VERY nice about it. Good luck!


PeaNut 48,645
September 2002
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Posted: 1/19/2013 10:58:38 PM
I don't even trust delivery pizza anymore. It always takes forever and usually comes the way you described, so now I just order over the phone and go pick it up. Saves delivery fee and tip.


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PeaNut 226,011
October 2005
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Posted: 1/19/2013 11:04:15 PM
I would have taken multiple pictures of the crappy pizza from different angles. Then, when I had time, I would go to the pizza place, chat with the manager, and show him/her the photos.

Then I would ask for a refund. I feel like, if they want your business, you need a refund, and they need to give you a coupon for a deal on your next order too.


PeaNut 167,693
September 2004
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Posted: 1/19/2013 11:12:18 PM
I'd definitely have a chat with management, because they should know about the poor quality.

If you have leftovers, go in to talk with them to show them the problem. But if you don't have the pizza left, do not be surprised if you're not offered a refund.


The problem with not having them come get it is that delivery places are used to people calling and complaining and then eating the pizza instead of returning it. Many do it just to get free pizza.

is why many places in my neck of the woods require the food back before they will refund you.


PeaNut 40,531
June 2002
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Posted: 1/19/2013 11:40:01 PM

The problem with not having them come get it is that delivery places are used to people calling and complaining and then eating the pizza instead of returning it. Many do it just to get free pizza.

I get this...and this is partly why I hardly ever complain because I know that people do this all the time. And honestly...if this had been Little Cesars, Domino's or some cheap pizza chain I would have just chocked up to bad luck. But for a higher end pizza place that charges a hefty price for that mess.....I was upset.

I think what was the icing was that when I called they sounded like they honestly didn't care and that I was overreacting because I didn't "like" it or something. The comment that their chicken just "came out o the oven whole" ...really just seemed like BS. Especially considering this wasn't a large piece of meat...it was a pile of shredded meat just dumped in spots!

I didn't expect to get the mini pizza (even tho it was overdone as well) comped or the drink...but I do feel like my mom was owed at least 20 back of the 40 she paid considering it was so badly made.

Oh well I guess...I will probably go by there tomorrow with the receipt and the photos, and at least let them know what I was talking about.

I guess I just feel like I dont even WANT to eat there at all anymore after that, which was why i thought about asking for a refund. My company made the comment that they didn't want a replacemnt pizza because we were risking having a well made one with spit in it due to the complaint! lol.

I guess you live and learn, and dont order delivery!

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PeaNut 436,594
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Posted: 1/20/2013 12:04:45 AM
You said you would like $20 back. That is what I would go in asking for. Most people don't tell the store what it is that will satisfy them. Stay calm and polite and talk to management or get the owners name and contact info. You might want an e-mail so you can send the photos.

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PeaNut 168,696
September 2004
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Posted: 1/20/2013 12:17:37 AM
I think it's a great idea to bring in photos or email them.

They should care about their customers.

Do you have Yelp? I would go on there and tell the story ..and say whether they resolve it to your satisfaction.


PeaNut 498,237
February 2011
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Posted: 1/20/2013 5:22:35 AM
I would have all kinds of photos and meet with the owner ASAP. If it wasn't resolved to my satisfaction, I would be posting reviews all over the place with pictures.

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PeaNut 114,407
November 2003
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Posted: 1/23/2013 4:13:43 PM
I have called because I feel like if I was trying to run a small business I would want to know.

I don't rant and rave, just calmly state the issue and compliment them "we usually really enjoy ..." Or "I really appreciate your usual quality." Compliment sandwich

I have received credits back for bad product and continue to use - and speak highly of - those businesses.

I am likely to call a business we have otherwise had good service from. I would like to think they appreciate being given a chance to rectify the situation and not lose a long term customer.

If it was my first time I may be more likely to write it off if they didn't want to fix the problem.

I agree that going in with a firm idea of what you want is helpful. I don't expect to profit from their mistake but I'm certainly not paying for product I could not use

At this point I would want to speak to the manager and possibly owner. I would want to be sure the owner had the story and situation before I posted negative reviews.

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PeaNut 256,623
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Posted: 1/23/2013 4:20:28 PM
Give them a very thorough review on Yelp, with picture. Then invite them to investigate that!

Sorry your pizza sucked. $40 is a lot to spend...have you tried Papa Murphy's (if you have it in your area)? Mine is excellent and, because we cook it ourselves, it is always PERFECT.

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PeaNut 61,691
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Posted: 1/23/2013 5:06:08 PM
The next time I was near there, I'd take my pictures in, ask for a manager and complain about it. I would explain the situation, explain why waiting an hour for someone to pick up the pizza and bring a new one didn't work at the time, and be sure to tell him the pizza was mostly inedible and most of it was discarded. If he offered me my money back or a very substantial credit against my next pizza, I'd be satisfied. Anything less than that and they'd have permanently lost a customer. I have found, in my area, that Dominoes is just as good as the super expensive pizza place - the expensive place just has a larger variety of toppings.

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PeaNut 526,154
October 2011
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Posted: 1/23/2013 11:06:19 PM
I've gotten my money back from large chains (Pizza Hut) but not from local places, even when the pizza was really messed up.

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PeaNut 69,453
February 2003
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Posted: 1/24/2013 9:53:22 AM
I would definitely show the manager the pictures and if they don't resolve the issue to your satisfaction, I would post them on any social media I could....yelp, facebook (their page, not just yours). I'll bet it will be resolved quickly after that.

I wouldn't expect them to refund the full amount since you did eat some and you weren't willing to let them bring a new one. But some kind of refund would be reasonable.


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