I just placed a pizza order to be delivered by Domino’s at 5:30 PM. Their fancy order tracker (which I think is pretty cool, but I’m not sure this is what they had in mind) informed me that the pizza was baked and put into a box at 5:40 PM. At 6:04, it informed me that “Joe–a delivery expert” was on his way to my door with the pizza. Granted, their 30 minutes was already shot by 6:04 by four minutes, but I was looking forward to the pizza even if it was closer to 40 minutes.
At 6:29, Joe arrives at my door to which I informed him that I’d give him a couple of bucks for his trouble, but I didn’t think the pizza was worth a dime after sitting that long so I wanted my credit card refunded for the amount of the pizza. His reply was “I’m sorry man, we got busy.” Not my problem Joe–that’s a sign of poor management not poor customer expectations. Your company set the expectation with “you’ve got 30 minutes” not 60 minutes! I understand pizza chains get busy, and it’s tough to find quality help at many of them because gas prices are hurting all of us, but 60 minutes is too long regardless of how busy the store happened to be.
I understand that the slogan is not a guarantee, but it does set the expectation whether that is right or wrong. Regardless, it’s unacceptable to take 60 minutes to deliver a pizza especially when the store location is about 3 miles away. I should have just hopped in my car and picked the damn thing up myself, but that’s the whole concept behind delivery isn’t it–convenience?
Needless to say, I won’t be ordering from Domino’s anymore! If you’ve had a similar experience, share it here!