I had problem connecting to Pizza Hut's Customer Service. Well, my narration is too long.. I just hope somebody from Pizza Hut will be able to read this. Due to stress, I didn't edit nor review what was written here so pardon me for any typo or grammatical error.
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I walked in on Pizza Hut Edsa Central to have an advance order last April 13, 2009 around 6:20pm. I asked them to have it delivered the next day April 14, 2009 3pm at my partner's office in Makati because it was suppose to be a surprise present for him.. But when I get home I realize that I should change the name of person to whom it should be delivered since it was suppose to be a surprise. So I called my former officemate to ask if I can have it delivered under her name. She has a Palm card and she suggested to have the first order cancelled and I can just pay in cash instead.
The next day I called the hotline at around 10am to change my previous order since I’ll be using a palm card. Then somebody from Pizza Hut called me back and said that it’s not possible because Palm card should be used for cash transactions only. So they asked me to call the Edsa Central branch where the transaction was made.
In fairness to the Store Manager, she was polite the whole time and is pleasant to talk to. I feel her sincerity to assist me and provide quality customer service. She told me when I first ordered that Palm card are for cash transactions only and so I said then maybe we can just cancel my previous order, reverse the credit card transaction since the merchant copy of the transaction slip I signed was still with her and I’ll just pay in cash.
She asked me to call Citibank to ask for reversal, and as expected Citibank told me that the merchant/acquiring bank should be the one who’ll cancel the order and there’s nothing I can do from my end. So I told the manager. Then she told me she doesn’t know how to go about it. So I called Citibank again to ask for the step by step procedure and relay it again to the manager.
12nn. 3 hours before the Expected delivery time, the Manager told me that their acquiring bank, which is BDO, needs a written advise addressed to Ms. ****** *Bernardo to cancel the transaction. I forwarned her that the merchant should do it because they might not honor my letter since I’m the customer. But I still I send a fax copy of the letter to cancel the credit card transaction since they don't have the fax machince nor time/facility to create the letter.
Here’s the difficult part, I need to confirm if they need to receive the letter to know if the request was noted. It took me forever to call the number given me, so I called the manager again. It’s almost 3pm. What am I going to do? I can’t contact the person in BDO. She apologetically said that she was really really busy and if I can wait we can talk around 4pm. So I said, Ok.. maybe I can’t give a surprise at the office (plan failed) I’ll just have the pizza delivered at home.
4pm., This time I’m so frustrated, exhausted and pissed off already because I can’t contact the person in BDO. In the first place, should I be the one doing this?? I’m the customer and it was clear that reversal of credit card transactions are between the merchant and the acquiring bank but I was still patiently and calmly talking to her because I know she was so busy and she told me that it’s her first time to encounter this kind of problem… (me too!)
So I told her just to finish this transaction.. Can we just disregard the whole thing and just have the original order delivered at our house tonight anyway I already paid for it. Then she told me we can’t do that because what if BDO received the letter and cancelled the transaction, then she has to pay for it. So our only option is to confirm at the person in BDO if they will or will not reverse the transaction.
5:45 pm. So exhausted and distressed, I received a call from a certain Madz at BDO because I sent a fax addressed to Ms. Bernardo that I can’t get through their line. He told me that the number given was WRONG. He gave me the trunkline & assured me that if I’ll call at that time Ms.Bernardo was still there. Since I’m on my way home I used my mobile phone to call. I called for the nth time, with so many air time wasted on my cellphone bill. Only to find out that she has gone home already.
This time I’m fuming MAD. I ONLY WANT MY PIZZA,.,. is it that hard to give? Do I have to spend on my cellphone bill to confirm if my transaction has been cancelled or not? That’s all I wanna know because if they won’t cancel then HAVE OUR PIZZA DELIVERED because it was suppose to be a surprise for my partner’s birthday. UNFORTUNATELY, nothing happened,. NO PIZZA.. NO CONFIRMATION.
Apr. 15, 2009 – 11:00 am, I was able to talk to April of BDO, they received my letter, however, they won’t honor it because the merchant is the one who should advise for the cancellation. THAT EXACTLY WAS MY POINT EVER SINCE. IT’S A MERCHANT-BANK TRANSACTION and I shouldn’t be the one calling, following up,.etc.
NOW.. MY ONLY CONCERN IS TO PLEASE HAVE THE TRANSACTION CANCELLED BECAUSE NO PIZZA WAS DELIVERED TO US AND CITIBANK IS GIVING UP TO 14 DAYS ONLY TO REVERSE THE TRANSACTION. NOW, IF NO REVERSAL WILL BE MADE THEN LET ME KNOW AND JUST HAVE THE PIZZAS DELIVERED AT MY PLACE. ISN’T THAT SIMPLE?
Would like to reiterate that the Manager was nice and kind. The person at BDO were also nice. (My only complain was I can't get through their line). However, maybe you should brief your people on this kind of scenario. Maybe you should look at this as an area of improvement too.
t looking we are then.. hehehe
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