Reply from Pizza Hut International
As I mentioned yesterday I was going to send an email to Pizza Hut International about the cockroach I found walking on the table. Well they replied to my email and here is what they had to say:
Dear Mr . Mark,
Thank you for taking the time to contact our International Customer Services Hotline regarding your feedback.
As per the standard of Pizza Hut, we aim to provide and serve the highest quality product at all times. Your feedback and comments are very important to enable us further improve our service.
We do apologize for the inconvenience this situation may have caused you. By copy of this note, I am passing your comments to Mr. Louay Ghandour from Al Homaizi Foodstuff Co., our Pizza Hut Franchise partner in Kuwait and I am confident that Pizza Hut representative will contact you to address the points you raised.
Please do not hesitate to contact us again in the future.
Best regards,
Lanie Kadwani
A good reply but lets see how the local management will react.
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25 Comments, add your own...
1. Marko | March 5th, 2006 at 11:31 am
I know Louay Ghandour, he’s a nice guy and am sure that he’s going to solve this issue.
2. rehan | March 5th, 2006 at 11:41 am
mark,please stop being greedy. I am sure you’ll be asking for some sort of compensation .You see this is a very good way used by people here in america. They want an apology from the top management and fair enough it is ok as long as it makes you happy.
3. Purgatory72 | March 5th, 2006 at 11:52 am
How come the reply from INTL also has an arab name, odd!!
4. Purgatory72 | March 5th, 2006 at 11:53 am
And where is the email you sent, we want to see what you told them.
Ask for life-time free pizza.
5. Mark | March 5th, 2006 at 11:56 am
Greedy? what does greed have to do with this? you think because I am asking for this problem to be fixed and not to happen again thats me being greedy?
I personally believe managers usually want things to go right. if something goes wrong the only way they will be able to fix it is by knowing what the problem is and this is why i complain if something is messed up, to improve things. if you stay quiet the managers wont know about the problem and the problem wont get fixed.
6. Mark | March 5th, 2006 at 11:57 am
This is what I emailed them:
Hi, I found a huge cockroach on the table while me and my wife were having lunch. I told the manager about it and his excuse was that they had sprayed the night before. The manager didn’t see the cockroach as a problem and he barely apologized and he didn’t offer us any kind of compensation. I posted about this incident on my blog and I will never go back to pizza hut again.
7. flamingoliya | March 5th, 2006 at 12:12 pm
off topic
i want to join msn from work but messenger, http://www.e-messenger.net/, and http://webmessenger.msn.com/ are blocked! do you know another?
8. Mark | March 5th, 2006 at 12:15 pm
http://www.meebo.com
9. Marzouq | March 5th, 2006 at 12:18 pm
This isnt being greedy! If nobody complains where the hell will there be improvement!!
Good job emailing them!
10. flamingoliya | March 5th, 2006 at 12:24 pm
thanks alot Mark! it worked! :D
11. Lost | March 5th, 2006 at 12:52 pm
I think what mark did was right……..if they dont know that there is a problem how will they solve it?
He should have got an aplogy in the first place
12. Lost | March 5th, 2006 at 12:53 pm
I think what mark did was right……..if they dont know that there is a problem how will they solve it?
He should have got an apology in the first place
13. Vineeth Menon | March 5th, 2006 at 7:47 pm
I recall complaining once to pizza hut bout something similar. The manager in khalijia sharq, said he’d give me a discount next time I was there. & well, the next time i went there for a friend’s bonus party… & I got a 25% discount
14. Vineeth Menon | March 5th, 2006 at 7:49 pm
speakin of discounts, one of my friendz who ordered over pizza’s for over 50 bucks once for his bday from Pepe’s Pizza got his pizza for 25 bucks (a straight 50% Discount) since they were late by over 45 minutes. (& the pizza was still steaming hot)
15. Purgatory | March 5th, 2006 at 10:23 pm
me and stallion went to muthana today and passed by the place, we wanted to go inside and shout cockroaches!!
16. The Informer | March 5th, 2006 at 11:08 pm
I hate to break it to, but that’s a BS form letter that they send out for any complaint. It’s not responding to anything specific. It’s a general response to those that send in comments unhappy with Pizza Hut or its service.
Don’t think you’re near some sort of answer. You’re going to have to elevate your attack if you want to get something out of them. Putting it on a blog is actually one way to start. But I’d suggest making a phone call to the guy he mentions and recording it.
Good luck!
17. john | March 6th, 2006 at 12:07 pm
you guys who are attacking Mark, grrrrrr…hope you get only roaches and no pizza on your plate
18. john | March 6th, 2006 at 12:07 pm
you guys who are laughing at Mark, grrrrrr…hope you get only roaches and no pizza on your plate
19. john | March 6th, 2006 at 12:08 pm
You have made a MARK!!!
20. Keefieboy | March 6th, 2006 at 3:28 pm
Problem with stuff like this is that really you just want it never have happened in the first place. It’s a lose-lose situation for you and the restaurant. Any time you go there in future, you’ll be extra-vigilant for cockies. And so will the new manager, ‘cos the old one should have been sacked for not giving a shit that you were upset by a cockie on your table.
21. dogbert | March 7th, 2006 at 3:54 am
One thing I learned afer watching ‘Waiting’ is that you don’t fsck around with people who serve you food (even if you know you are right).
So Mark the next time you eat Pizza Hut and the pizza tastes extra delicious, you know why ;)
23. Kent | June 2nd, 2006 at 9:47 am
I think by far the service in the arab countries that I have been to by has been excelent by far. In the U.S the teenagers are often too pre-occupied to care. If something is wrong I do complain, if it gets fixed this is an afirmation that the company/person involved really does want my business. For me, the reply from Pizza Hut international’s Lanie Kadwani tells me at the very least that he has was taken the time to look into the issues and find out who is the point of contact for the fix. This for me is a single that my business is both wanted and valued.
24. cecil | June 7th, 2006 at 3:27 pm
mark,
i’m a former crew of pizzahut phils. here in megamall for the months that i’ve work their we also encounter diffrent problems but we always make a point that we make ways how to solve the it. it’s your right to complain if you do feel that your not contented with the service. but just because you encounter that kind of situation in one pizzahut restaurant it doesnt mean that all pizzahuts reataurants are the same. why don’t you try and give pizzahut another chance.. and i’m really sorry for the inconvenience that you encountered.. i’ll be going to pizzahut kuwait this june 30th but i still don’t know what branch i will be in.. if you ever decide to give pizzahut another chance and visit i wish i would be your server so i can deliver 100% champs with a yes attitude.. god bless
25. louay(lebanon) | July 5th, 2006 at 2:26 pm
dear sir
can i have the e-mail adress of Mr louay ghandour?
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