PN
Private N

1 reviews | Active since Mar 2017

04 Jun 2017, 21:33

Brooklyn branch manager disrespectful and rude

<p>I would like to complain about the attitude and behaviour of the manager at the Romans Pizza Brooklyn, Pretoria (on Middel Street). His name is Actor. I visited the store on the 3rd of June and ordered two medium pizzas and a small pizza. The cashier billed me for three small pizzas. The bill came to R59. I paid R100 and received a balance of R20.30. I raised a concern about the pizzas and requested that the order be changed since I had ordered two mediums and a small instead a medium. I also requested for the correct change. The cashier had to call the manager since the cash register had been closed. When the manager arrived he was very disrespectful towards me. While I was speaking to him, he did not look me in the eye and then decided to use his phone. I had to remind him that I was speaking to him. He did not speak to me. He only spoke to his employees in a language that I could not understand. I was very aware that the discussion was about me and I could not understand what the issue was about.</p> <p> </p> <p>Once my order arrived I decided to place a new order for waffles with chocolate sauce. When the cashier instructed the kitchens about my order the manager asked her the following question - ‘sure sure?’ The cashier said yes, I wanted chocolate sauce. He asked her if I was sure, again. He did not look at me during this exchange either. He was clearly implying that I was unsure of what I wanted before. I think this is extremely disgraceful and childish behaviour from a person in a position of authority.</p>

0
Replies (3)
Romans Pizza
Romans Pizza's reply05 Jun 2017, 09:18
Official

Hi there, Apologies for not knowing who to address - unfortunately no name is listed with this post. I'm so sorry for the disappointing experience, I will make sure this matter is addressed at store level and I will also contact you personally in this regard.

Thank you, Mandy - Customer Service Manager

PN
Private N's update05 Jun 2017, 12:29
Reviewer Update

I was contacted very early this morning on hellopeter by Mandy (basically almost immediatly after the start of the working day). Just after that she gave me a call. She listened to my issue carefully, wanted confirmation that she understood correctly and so on and so forth.

She then apologised and assured me that she will take up the issue with the branch and regional manager. She also offered me a voucher to make up for the bad experience. I was very impressed with the way she handled this.

Thanks Mandy.

Romans Pizza
Romans Pizza's reply05 Jun 2017, 14:06
Official

It was a pleasure speaking to you Elmar! Thank you for allowing us the opportunity to make this up to you - Kind regards, Mandy