Dear Sir
In the past 11 days, Pizza Hut has sent 3 promotional messages to my iPhone:
30 Dec 50% off
5 Jan £10 off
8 Jan 50% off
On the 4th January, I decided to redeem the first offer. It was a snowy, icy night and also the night I brought my first-born child home from hospital, hence the need for a take away! I phoned the Harrogate branch of Pizza Hut, explaining that I had received the offer on my iPhone and that I would like to make a collection as I had just brought my first-born child home from hospital. The lady I spoke to confirmed this was OK and I placed my order.
Upon collection, the female server at the counter refused to apply the 50% discount to my order because I had received the offer on my iPhone. Despite my reassurance that I had confirmed everything when I placed the order, the server still refused to apply the discount; her exact words were "it's not worth my job". I offered to fill out any paperwork, showed the offer to the server and suggested the server photocopy the screen of my iPhone yet she was still unwilling to apply the discount.
Given my personal circumstances that night, I really needed to get back to my wife and child so was left with no option other than purchase the pizza without the discount, although the server also promised to follow up the issue with head office. This leads to a number of questions:
1. Why are Pizza Hut staff not trained in basic customer service skills or given some flexibility to apply common sense? I am sure you would agree that "it's not worth my job" isn't helpful. Why not train your staff to delight and help your customers?
2. Why haven't I heard anything more from head office? At the very least, would it not be sensible to stop sending promotions to my iPhone that Pizza Hut refuse to honour?
3. Please explain why Pizza Hut will not honour promotions they are sending to their customers, especially when the promotions cause customers make make unnecessary car journeys in hazardous conditions.
4. Please arrange for appropriate compensation for the inconvenience caused.
I look forward to your prompt reply.
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