Tomeka sent a message to Greg Creed – Chief Executive Officer of Yum Brands – Email Address that said:
09/18/2016
To Whom This Concern: Greg Creed CEO of YUM Brands , District Manager /Corporate Office
The purpose of my letter and complaint, is to address ongoing issues in your Richard Rd store location in Antioch, TN These are ongoing issues that are directly related, but not limited to just customer service issues of professionalism, but the overall nature of the store. I seek to expose from a customer’s perspective of nearly a decade of how daily operations are being conducted in this particular location, doesn’t uphold the highly recognizable brand of Pizza Hut in a manner that would be pleasing to those employees within your company that do.
On September 16th I placed an order for a pizza. It was a school night. So waiting nearly 2 hrs for our order was unacceptable. When the order did arrive it was incorrect. We had specifically asked for alfredo sauce in substitution for the regular sauce on a chicken pizza. I then called and spoke with a young lady who voice closely resembled the manager by the name of Latonsha I spoke with earlier today. I first called the store giving them the correct number that a pizza credit was under. I then came to the store in person and was still unable to have my issue resolved.
This is the first issue I would like to address
1. The delivery times are horrific, and it’s my understanding the store is terribly short on driver’s. This store has a terrible retention rate making it impossible to build positive relationship and trust in the Antioch Community
Being that the store is already having issues “Professionalism from your store manager would definitely be a plus. However, this wasn’t the case. When my daughter and I walked in she appeared to have been coming from a store and had snacks in her hand. I then asked her
“Are you the manager or can you assist us” She didn’t directly acknowledge us. She then continued to rudely eat peanuts and had sort of propped her leg up underneath the counter and spoke to us slumped over. We gave her several numbers. So I then suggested in giving her our order. Having then giving her the order, she then insisted that she was unable to help us. In short we were basically called “ Liars “ . She told us that she had been there at the store since June. This proceeded my asking to speak with her manager. It was then she was very arrogant and made it clear to me that if I made a complaint it would only come back to her and the outcome of not honoring the credit that was given to us wouldn’t take place.
The other issue is that in all of that arrogance is “ Papa Johns , Papa Murphy’s and Little Caesars. All three pizza restaurant named when delivery is available deliver on time, and also provide affordable options. Now nearly 40 years old I order from Pizza Hut due to growing up with Pizza Hut. Back in the day pizza hut would give individual personal pizza by way of the reading program in our schools. When I was in high school I played softball and we would again order pizza hut and as an adult my husband being military at the time loved it when we order pizza hut for each and every Sunday night football game. Pizza Hut is a brand of excellence. If it was a shoe it would be Nikes, If it was a Pharmacy it would be Walgreens and if it was a drink it would be Coca Cola.
Pizza Hut is relatable and fun to those like myself who have enjoyed it over the years.
So yes I have a problem when I walk into one of your stores and I see the brand Pizza Hut and its image being down played by unprofessionalism in the work environment
My hopes as customer that is on the fence of going elsewhere, where tradition Is fading away with your brand as being the best due to manager’s that don’t take your brand seriously and do a poor job in resolving customer service issues.
Best Regards
Tomeka “A customer that is part of a community holding on to your brand by a string. “
