Victor sent a message to Greg Creed – Chief Executive Officer of Yum Brands – Email Address that said:
Monday July 25th 2016
To whom it may concern
I am typing this letter today to let you know about the WORST customer service experience I have ever had in my entire life.
This all started yesterday when I ordered a pizza to go from your location on Kings Highway in Shreveport La.
After I got out of church I decided to order a quick snack on the way home,I live about 40 miles from Shreveport. I called the order in and asked for the special. A large specialty pizza for $10.00.
On the way there my A.C my compressor went out and the air conditioning failed.
The temperature outside was about 101,with the humidity it felt close to 108.
I came in and I was asked if I was placing an order to go or dining in,I told the girl at the counter that I was picking up;but that it probably was not ready because I had just called the order in about 10 minutes earlier.
She asked me if I wanted to go ahead and pay for it,I said" sure"
The pizza was coming out of the oven and was immediately boxed.
Both of my parents were inside the car on the parking lot ,I asked them to come in to the building were it was cooler. My dad is 76 years old,my mother is 70.
As I was paying I asked the girl at the counter how much cups were and how much a 2 liter was.
(I made the mistake of assuming I could change my plans due to events I have no control of).
She said she had to ask her boss because she did not want to get in trouble.
Latoya came around the corner and I asked her if she had an issue with me eating the pizza inside the restaurant. There was a party in a separate room that was getting done,it might have been about 10-20 people. There were no other customers in the store.
Latoya told me that she had a problem with me eating the pizza in the restaurant because the pizza I had ordered was for carry out and prices for pizzas for dine in had a different price.
I asked Latoya for the number of her district manager,she gave it to me. I dialed a Dallas #,I believe Ricky was his name. He told me the same thing. That the special was for carry out not for dine in and I asked him if he had an issue with me eating in the building considering the circumstances. He told me that he did not have an issue and it was OK this one time but in the future I would not be able to do it and if all the people saw that then everyone would want to order the $10 special and then decide to dine in. He also told me not to expect a server to come wait on me. I told him I did not need a baby sitter.
I then told him that in the future I would not be ordering from Pizza Hut because I have other options and there are many competitors in town that would be glad to take new customers.
I also told him that I was eating their product,I did not bring food from another fast food restaurant into the building.
I purchased 3 20oz drinks and decided to sit down and eat.
After we left we cleaned and wiped down the table and did not leave any trash.
I had $900 in cash,money was not an issue. If Latoya wanted to charge the dine in price on the pizza after it was boxed and ready to go I would have paid it but then it would not have made sense.
I am not going to sit here and lie like most customers do expecting to get a free meal ,Yes I was rude when I called the district manager because I was frustrated and management always think they know better and they think that they can "make it right" by offering a free pizza and a promise that the next visit will be better.
I work in customer service myself and I have many years of experience in food service,your policies make it difficult for your employees to do their job and provide exceptional customer service. The customer comes first,without your customers your company would not exist .I do know that we would not have done something like this at the company where I work
Maybe Pizza Hut doesn't care about one customer because it got to big.Poor customer service can negatively impact a business in a variety of ways
In addition to running the risk of alienating current customers with sub-standard service levels, chronically poor service can impact the business’ potential for attracting new customers as well.
I would hate to even think that we were treated this way because of our race
