Do you even care about your customers?

Item: Primi Piatti
Rating: 1
Author: Shaylyn H

I am a long-time patron of Primi, and therefore, the incidents of this night really made me angry. FYI--I had submitted the exact same feedback under your "Contact" tab on the Primi-world website, but no one bothered to contact me back. On the night of 26 February 2017 I had called Primi Chili Lane to place an order for delivery. After placing the order, the lady helping me advised that Primi itself does not deliver orders, and that I would have to order via Mr D or Uber Eats in order to have it delivered. I then told her that I would come to pick it up from Primi instead--she confirmed that this would be okay. When I arrived at Primi about 45 minutes later, I was greeted by a gentleman at the front. I told him that I was there to pick up my order. He then informed that no order was placed. I am not sure why this was the case, because the lady that helped on the phone earlier had (and I emphasise) CONFIRMED my order and said it would be ready for me when I arrived. Regardless, the gentleman up front agreed to whip the order up for me quickly, while I waited. He then brought me the bill to pay, which stated as follows: 1x Recco Pollo Grande, R95.00 1x Grilled Wings, R110.00 Total: R205.00 I immediately brought his attention to the bill, stating that I ordered the grilled wings with chips AND a side of onion rings, therefore the price should be R120. The cost should include the Grilled Wings (R110) + additional Onion Rings (R10). He then explained to me that, and I quote, "The system does not show this change on the bill, but the onion rings are there". I then confirmed with him (twice) that the wings would come with both chips and onion rings. I then proceeded to wait another 20 minutes. I received my order, and went home. However, when I got home, I saw that my wings had no chips--only onion rings. It was a just a horrible experience altogether, riddled with misunderstanding and empty promises. Above all, I ended up paying R110 for wings with no chips, which is just silly. I understand that mistakes happen, but when I go to lengths to confirm and re-confirm orders, I aim to avoid these mistakes, let alone, two mistakes in a row. Please consider this as a complaint to Primi Chili Lane specifically. It was not even busy on this particular Sunday night. The staff need to get their ducks in a row.

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