Stephanie the so called manager was one of the rudest most unprofessional “managers” I’ve ever dealt with. Unless raising your voice and hanging up on your customers(because you’re really busy)is your idea of good customer service.
Made an order through DoorDash for two pizzas, one of the pizzas arrives and had the incorrect toppings on it. I called the restaurant to let them know, the gentleman I spoke to was extremely pleasant and helpful. Seemed frustrated with the situation, but not because I was calling because he understood the inconvenience. He put me on hold for a few minutes while he got his manager. She got on the phone, without so much as a hello my name is such and such or a can I help you, but just a very abrasive you’re calling about the DoorDash order you have to call them. I said I understand how DoorDash works, but I’m calling you to see if you guys will make it right. She said there’s nothing I can do you have to call them, there’s absolutely nothing I can do. Let me take a minute and emphasize the point that I made to her as well that I work as a general manager in food service and we do deal with DoorDash at the concept I work at. I am fully aware of what you can and can’t do as a manager in a restaurant, one thing you can always do to make sure it’s right for the guest is correct a problem. You can offer a replacement to be sent out, you can offer a voucher for the next time you come in personally via hand written note, you can send out coupons, you can issue a credit, there are a million things you can do as a restaurant manager whether DoorDash is involved or not. She then went on to say that I had to go through DoorDash because I paid them for the order and it was not their responsibility. I responded with, they did their job they showed up and picked up the order that you present it down that was supposed to be right, you were the ones that made it incorrectly. How is it their fault? She then said again I can’t do anything, you pay DoorDash so that’s who you have to go through. To that, I responded with, so you were not getting any of that money that I paid DoorDash? CLICK, hung up on.
When I called back, again the gentleman who answered the phone was extremely polite and you could tell he was very uncomfortable about the situation. In the midst of hearing this unhinged manager screaming in the background, he offered to make the pizza and bring it to me because he was a delivery driver and if he had to pay for it oh well. This person deserves a much better manager to work for, he is a top-notch employee and if I can find out his name I would love to hire him at my restaurant. I told him it was not his fault, and I didn’t want him to be inconvenienced by the matter but I would like to speak to the manager again.
She eventually got on the phone and continued saying there’s nothing she can do. I asked why did you hang up on me? Her response was well there’s nothing I can do and I’m really busy. She then said that I can call her higher ups but there’s no point because she already spoke to them and they said there’s nothing that she should do for me. She then started trying to explain how DoorDash works, again I’ve already explained that I work with DoorDash in my concept, but in the midst of her rants the phone cut off again.
If the owner is reading this, I hope you understand that one terrible manager can completely tank your business. You have such a manager in Stephanie, she’s rude, unprofessional, and doesn’t know the first thing about customer service. Door Dash did their job, the gentleman who answered the phone was fantastic, your pizza maker made a mistake(it happens), Stephanie seems incompetent and failed miserably. People make mistakes, it’s how you respond to them that matters, doing nothing and hanging up on people shows the view this establishment has of their customers!
I will be reaching out to the GM to discuss, and update this...
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