Keith Toppazini and Kelly Toppazini
1556 Lasalle Road
hosted friends on many occasions, and have found that playing
hostess can take away from the time I spend with my guests.
So a week ago today, the plan for entertaining was: pizza.
I would relax and catch-up with friends while having a few
beverages – and I wouldn’t have any worries about
week later, I’m still upset about how my guests and
I were treated. I’m frustrated that rather than making
a bad situation better, promises from the management of the
local Toppers pizza made a bad situation far worse. I’m
embarrassed about how my guests waited for two hours for dinner.
And I’m hoping you can offer me some concrete reasons
why I should not hesitate to order from Toppers again.
ordered 4 large pizzas online. I have ordered several times
online before and have never had any problems. In fact, on
those occasions, the pizzas have arrived within an hour –
and many times with a bonus set of breadsticks and a courteous
driver saying “We gave them to you because it’s
cheaper… it’s a combo.”
included a copy of my email order confirmation for your reference.
When I placed my order on Saturday August 14, I had neglected
to indicate I wanted the thin crust on our last pizza, so
I pressed the “Back” button, and it registered
as if I ordered 3 vegetarian pizzas, not two. We received
the confirmation email at 8:16 p.m.
8:23 p.m. we received a phone call from 1-705-674-5302 to
confirm our order. At that time we indicated that we wanted
only two vegetarian pizzas, not three. Problem resolved, I
returned to my guests.
as I spoke with one of my guests, we were discussing how long
it was taking for the pizza to arrive. I returned to my computer
and noticed a full hour had passed since placing my order.
I half-expected a knock at my door as I called the local Toppers
to find out how much longer it would be.
I called the Toppers here in Georgetown, I was told they had
no record of my order. I was flabbergasted. I explained to
the staff member that I was quite surprised to hear there
was no record of our order, as we had actually received a
confirmation phone call. She asked me to hold on, checked
the system again, and said, no they had not received the order.
gave her my order number, and explained how we had waited
for over an hour, fully expecting the pizzas were on their
way. After speaking with her and the manager, I gave her my
original order over the phone.
I spoke with the manager, I said I could understand if they
had not received the order, obviously they could not know
to make the pizzas. However, from our perspective there was
every reason to expect the pizzas were on their way, and we
had now waited for over an hour.
manager said they would make the pizza order right away. He
would take 10% off the cost of the order and include two boxes
of Breadsticks or Topper sticks. And he would drive the order
out himself to ensure we received it as soon as possible.
I got off the phone, I explained to my guests the situation.
Many were surprised at the “compensation” we were
offered – that they would expect more significant discounts
when an order had gone awry.
this point I remembered the many times we had received free
breadsticks when we had ordered two large pizzas. How insulting
to be offered them as a “make good” when they’d
been given freely in the past on the same type of order.
20 minutes later one of my hungrier friends, Kim, offered
to call to find out how much longer it would be. She was told
that the pizzas were ready, but they were waiting for the
delivery person to come back from a delivery and that it might
take another 20 minutes.
was beside myself. We had waited nearly an hour and a half
by this point, and the manager had stated he would drive the
order out personally. Had he not made that offer initially,
I’m sure I would still have been frustrated, but not
nearly as much.
got off the phone, after being told there would be a further
discount on the pizzas. She explained the situation, and another
friend, Trent, pointed out how poorly we were being treated.
He called back the Toppers and asked to speak to the manager.
Their conversation ended with Trent insisting the pizzas be
delivered to our place, and that there would be no charge.
about 10 minutes, the pizzas arrived, with breadsticks. We
were not charged for the order.
you may be wondering… we got free pizzas. Why would
I have a problem?
have a problem because I really quite enjoy your pizza, but
don’t feel comfortable with the quality of service we
I first called, my order number should have been enough for
the Georgetown Toppers to verify our online order, and to
immediately offer the pizzas for free. Surely waiting for
over an hour, after having Toppers call us to confirm our
order, would warrant it.
a customer should not have to ask for the manager to make
a gesture such as providing the order for free. Had the order
been small, perhaps I would have asked. But it was a large
order, and I was uncomfortable with requesting there be no
charge. When a significant error is made, offering the meal
at no cost is a reasonable gesture to make to a customer who
orders on a regular basis.
sure your company has standards and guidelines for good customer
service. I’d really like to know what these guidelines
are. I’m sure the manager from our local Toppers is
just as curious why we would receive a confirmation email
and phone call, but he would not receive the order. Regardless,
managers should be equipped with guidelines on how to ensure
the customer is treated fairly and courteously.
like to know that the next time I make an order from Toppers,
if there’s a mistake, I can count on Toppers to handle
it gracefully, and make me feel valued as a customer.
it stands, I’m reluctant to order from Toppers again.
best, I’ll feel like an idiot for giving business to
a company that put me in such an uncomfortable position and
treated me and my friends so poorly.
worst, part of me wonders if I should closely inspect my pizzas
from Toppers, just in case someone remembers us as “troublemakers”,
and chooses to adulterate the toppings.