I placed an order at 2:00 PM to be delivered at 7:15 PM so dinner would be on time for my kids. We’re in Michigan, it’s freezing, and I was trying to be proactive so I wouldn’t have to take them out in the cold.
At 6:45 PM, I received a notification that the driver was on the way. The driver arrived exactly at 7:15 PM, but he only had one pizza, and it wasn’t even what I ordered. My order included a pizza, cheesy bread, and a 2-liter soda. He told me, “Oh man, I think I gave someone else your order. I’ll go back to the store, have them remake it, and bring it right back.”
Shortly after, the app showed my order as delivered, which prompted me to call the store at 7:25 PM. I was told the driver would be coming back, so I waited. 8:00 PM came and went, no driver, no food, no update.
When I called again, the employee who answered was rude, snippy, and dismissive. He wouldn’t let me speak, told me there was “no reason” to speak to a manager, and even told me to “fix my attitude” when I was simply frustrated and trying to understand why no one had returned with my order. At 8:05 PM, he said they could now remake the food, which made no sense since I was already told at 7:15 that it was being remade.
I finally spoke to the manager, who was the only pleasant and professional person throughout this entire situation. He apologized, clarified the confusion (the driver did not give me any pizza at all), canceled the order, and issued a refund. He also offered a credit for a future order, which I do appreciate.
However, this experience should never have gotten to this point. The delivery driver dropped the ball, and the initial phone representative’s attitude and lack of customer service were unacceptable. If I hadn’t insisted on speaking to the manager, I would have been left with no food and no resolution.
I order pizza almost every week, and I honestly can’t believe this happened. One star only because the manager handled it professionally in the end.
The ONLY pictures I have is of me Eating Happy’s Pizza unfortunately.