Pizza Hut — Quality of Food served & abuse by staff

Address:

Bangalore, Karnataka

Hi
I wish to report the plight of having ordered a Pizza from your Bangalore outlet. I had ordered a Family Size Pepperoni Pizza (Bill No. 70 from POS API) from your Airport Road Branch franchisee (Dodsal Enterprises Private Limited). I made the order at 12.35 PM on December 16, 2012 and was told that the Pizza would be delivered within 40 minutes (By 1.15 PM). The person came to deliver the Pizza at 1.20 PM, which is still acceptable, considering the Bangalore traffic (though it is Sunday, still am willing to give the benefit of doubt to the deliveryman).
When I got the Pizza, it was normal room temperature. On the top of the Pizza, it was written that if the hologram does not say “Hot”, the Pizza would be delivered free. I showed it to the deliveryman, who called his Manager. The Manager who claimed his name was Mr. Dharmender (Mobile No. +[protected] told me that “The hologram of HOT” was not meant for family size pizza’s, but was only applicable for Medium and Small size pizza’s. So I asked him why is it then written on the cover of the Family Size Pizza when it was not applicable for Family Size Pizza. I told him, under the circumstances, I am supposed to get the pizza free, as per what was written on the cover ; but still offered to pay 50% of the bill amount of Rs. 744. He told me that was not possible and that he can give maximum of 20% discount. When I did not accept, he started speaking in a very abusive tone and sarcastically told me “What sort of people you are ? Your idea is to get to eat our Pizza free. I will give you the Pizza free. I hope you will be able to digest it !!!!!”
Based on his attitude, I told him I am not going to pay anything and that he can do whatever he wants. He then again called me after 10 minutes on my cell phone (Thats how I got the number) from the number mentioned above (at 1.29 PM) and abused me. I told him I am not a beggar on the road who is desirous of wanting free pizza’s from Pizza Hut. You guys charge a premium for the Pizza’s and I am willing to pay the premium provided it is delivered as promised. In a country where pizza’s are available at Rs. 250 onwards, why should I pay Rs. 750 for a Pizza ? It is for the service and for the quality of food served. I am sorry to say, both were horrible, apart from the false claims and abuses that I had to listen from Mr. Dharmendra. The pizza itself was cold, soggy and did not look fresh.
When you are appointing franchisee’s who are representing your brand, it would be better for you to check their credentials. Else your own brand will take a beating. Having people serve sub-standard, cold pizza’s, beyond the promised time, and on top of it having arrogant “Managers” is not helping your cause. I am sure you would also appreciate. I am also in the Service Industry and am a Senior Vice President with an MNC Bank. Once you have promised something, ensure that it is delivered, else don’t promise. And if you are not able to keep up your promise, ensure that your client gets what is written – not have arrogant managers try to make false statements (like “Hot” is not applicable to large pizza’s) and abuse their clients.
I am anyways reporting the matter in the Consumer Forum and few Food blogs as well, so that other people like me are not taken for a ride by your incompetent franchisee’s.
And I have told your “Manager Dharmender” that you can send someone to my place. I will pay him Rs. 1000. He can keep the balance Rs. 250 as tips, so that Mr. Dharmender is not under the misconception that people in India are “beggars” and are ordering from Pizza Hut to get “free” pizza’s.