Most people these days have their favourite type of pizza. I don’t mean a favourite set of toppings though, rather a favourite pizza chain. Dominos, Papa John and Pizza Hut seem to take the top three spots with everyone that I talk to, but for me, Pizza Go Go takes some beating.
This blog post, however, is not here to big up Pizza Go Go at all. In fact, it’s quite the opposite.
Firstly, some background. In Jan 2008 I moved to an address in Chelmsford, where I stayed for three years. In Jan 2011 I moved to Westcliff for a year before moving in Dec 2011 to a different address back in Chelmsford. With me so far? Three separate addresses.
I was a Pizza Go Go customer at all three places, with the two in Chelmsford being served (obviously) by the Chelmsford branch, and the Westcliff address being served by the Southend branch.
On 13th Dec I decided to treat myself to pizza delivery to celebrate moving (for “celebrate” read “continue the fine tradition of being too lazy to cook”) and duly ordered online from Pizza Go Go’s website. A confirmation email arrived and lmost 35 minutes later I received a phone call from the woman at the address I’d moved from in January saying that she a pizza delivery driver on her doorstep with a pizza for me. I naturally assumed that in an absent-minded state I had entered the incorrect address on the website, apologised profusely and asked her to pass my new address onto the delivery driver.
After putting the phone down I decided to check the confirmation email. Strangely, it had the correct address on it. Thinking that perhaps there was a mix-up on the website. and it had printed out the incorrect address when ordering I waited for the delivery driver to turn up, which he did some twenty minutes later. I asked him what had happened, and he replied that he didn’t know. After I’d handed over the money, I checked the address printed on the box and to my surprise it had the correct address on it. I asked how he’d managed to deliver to an address I had moved from 11 months previously and he simply shrugged and said that he was merely the delivery driver. Given the stalemate I decided I’d take it up with someone at the store instead.
The pizza had, by this stage, been out of the over for at least 40 minutes, given the time it took to get from the centre of town to my old address and then back to the new one. The pizza itself was cold and hard and nowhere near the quality you’d expect or hope for.
I fired off an email to Pizza Go Go that same night, using their website complaint form. I finished the email by saying:
“As you can imagine, I am disappointed for two reasons, firstly, that my
former landlady was disturbed by this mistake, and secondly, that by the
time the pizza reached me it was freezing cold.
Could I respectfully ask that you look into this for me and find out why
this has happened, and how it can be avoided in future, and also request
that you reimburse me for the cost of the pizza given it’s cold state that
it arrived in.
If you need any more information, please feel free to contact me at the
above email address.”
Two days later I received an email from a guy called Omid, giving no indication what position he held with the company, or whether he was from the local branch or somewhere else. The email read, simply:
“Thank you for taking the time to write to me. I am sorry to hear of such a complaint and will do all I can to rectify it.
The correct persons have been notified of this issue, and are currently working to resolve it. I will email you shortly when the issue has been resolved.
So that was 15th Dec. On 6th January I had heard nothing more, and so replied back to Omid, asking simply:
“I have received no further correspondance regarding this. Can you pleae advise if the issue is still being resolved?
Even with the Christmas break, I figured that 3 weeks was long enough to look into any issue and get it resolved or - at the very least - find that there was a problem and apologise to the customer while the issue was being resolved. Instead, I received an email 24 hours later saying:
“Thank you for taking the time to contact me.
The issue is still being resolved, as I am yet to hear back from the persons responsible.
I apologise for the lack of update concerning this issue, and I hope that it is resolved soon.
Thank you for your time.
Now, coming up for three weeks later, I have heard nothing more. What I wanted was a swift resolution, an admittance that something had gone wrong and my money back. In fact, even if they hadn’t wanted to refund the money directly, I’d have taken store credit (their systems show that I am a long term customer, given the address issue that had been encountered) Instead, I have a slow-burning resentment at their slow response and the general couldn’t-care-less attitude of both the delivery driver and Omid, whoever he is.
Losing my business is never going to bring their Chelmsford store to a grinding halt, and I am not naive enough to think otherwise. But with Dominos recently opening a second store in Chelmsford to better serve their customers, with plans for a third in the North of town at some point, one would assume that rival businesses would be doing everything they could to keep existing customers happy. As for my pizza needs, I’ve gone back to Dominos - Tasty, delivered hot and on time, and the local stores are owned and operated by a local guy.