Poor Customer Service.
I've always talked Michael's Pizza up until yesterday. We ordered a bunch of food at 6pm and had it delivered. We were having a few drinks, playing cards, and decided to just snack on our boneless wings before diving into the pizza and subs. By the time I opened my sub and realized it was WAY off it was past 9pm and they were closed. No big deal, I'll just call them tomorrow and have them correct it right?
I call them the next evening and I am told their "policy" is it has to be remade the same night. Then the manager goes on to infer that I am lying to him because we ordered at 6pm and "why wouldn't you call earlier?" and "We are missing 3 hours here!" Are you kidding me? I explained that I had eaten 1/2 of the sub because I was starving but wanted to bring the other 1/2 back and receive what I paid for. Its not like I said, I ordered a whole pizza, ate it, and wanted another free pizza. I just wanted a $5 sub remade correctly.
As a former franchise consultant with an MBA from a prominent business school, I can tell you that these people have no idea what it means to value their customers. He was willing to forego my entire families business indefinitely for $5. Wow! Talk about a really foolish and unprofessional decision on his part. Now I am going to go out of my way to make sure every one I know will decide to order from the other dozen choices we have locally. I expect that I will receive more than $5 worth of advertising this year alone to attempt to EARN my business. Sorry....you had already successfully earned my business and choose to give it to your competition. Keep making decisions like this and you will ruin both your reputation and your future.