My pizza took 90 minutes to arrive, should I call the store to complain?

Hey, look... as a manager, this is unaccepatable. I'm fairly new and ill-experienced as a manager, but I think I might know what could have happened.

Our oven has recently been giving us a lot of trouble. You have one pizza come put perfectly fine, and then the next comes out undercooked, and then the one after that is fine, and then the one after that is undercooked again, etc. First they replaced the motor. Worked for a few days, then the weekend hit and it started to mess up again. The other night one of the conveyor belts started going really fast and I smelt gas. Since then it's been two or three different guys looking at it and not being able to figure out what's wrong. So we're dealing with that's right now.

As for the pizza being late, it's possible that the manager got hit with a rush and (speaking from experience) got stuck on cut or make table and forgot to set a longer promise time on deliveries when the orders started to pile up. But that doesn't excuse a cold or undercooked pizza.

When we get really busy and I don't have enough drivers, what happens is I have all these deliveries that I put in insulation bags (because we don't have a hot box) that are just waiting for someone to take them. But those bags won't keep the food warm for more than about 45 minutes, if that. They actually get cold pretty fast. So if you're ever given a wait time over an hour... I would probably expect to have to heat it up in my oven when it got there. The other managers at my store will knowingly send out cold food and hope that no one calls to complain. CALL AND COMPLAIN, OP. Someone needs to realize that they did something wrong. Whether it's the manager or the driver taking a really long time for whatever reason, the manager should know about it. They should offer you either a credit or a free remake.

Also, if you have your receipt, there should be instructions on the back on how to fill out a survey. I don't know how your pizza place works, but at mine those survey responses are extremely important and they are seen by our area coach. Fill that out and let them know.

Just call and be cordial about it, there's no reason to bite off the shift manager's head or anything but politely let them know that you weren't satisfied with the quality of the food you received and they will likely help you out.

/r/TalesFromThePizzaGuy Thread