Pizza Hut India — Delayed and negligent service

Address:	560097
Website:	www.pizzahut.co.in/index_delivery.php

I called up your centralised number at 7:28 pm today for a pair deal @199 (margherita medium and chicken tikka medium) and a garlic cheese bread valued at 599.00. while placing the order i was told the order would be delivered in 30-45 minutes from sahakara magar outlet. i was surprised that even after a wait time of one hour there wasn't any delivery of the order. what transpired after that was to say the least, frustrating. below is the sequence of events:

8:35 pm: i call to check the status of the delivery. an agent name chetan received my call. he said it has bene raining and hence the delay and said he would arrange for a call back from the store manager. i stay just 15 minutes away from your store and i know its not been raining.

8:45 pm: after a wait time of 10 minutes and not hearing back from any one, i call up again and my call was picked up by john who had nothing but standard responses for me. his take was that its a small delay due to festivals (great a different agent and a different reason). a delay of over an hour at this point of time is not a "small delay", it is "negligence". moreover if there is am expected standard delay that should be informed at the time of placing order. and in this case it been well over a good 1:15 minutes since the order was placed. hope your guys understand that. finally on my insistence that i need to speak to a manager, he put me on hold for a good 15 minutes before disconnecting the call.

9:02 pm: i call back again to be connected to an agent call manjunath to whom i had to repeat my ordeal for the third time. he in turn transfer my call to shivkumar. now i had to explain the same thing again for the fourth time to shivkumar who after listening to me created a conference call with the sahakarnagar store manager somnath. on speaking to somnath i realised they had already delivered my order to a wrong address and are unable to trace where it has been delivered. by this time i had run out of options and agreed when somnath said he can retake the order again. under regular circumstances i would never have agreed for a reorder. finally my order (which was taken the second time) reached me at 9:54. that is more than two hours after i place the order.

To say the least this has been the most frustrating experience i have had with pizza hut of which i have been a regular customer. i am now beginning to wonder the quality of customer service you provide and won't be surprised if this has to be probably the last time i am placing an order with you. may not really mean a lot to you loosing one customer, but it does make a difference to me.