I don’t usually write complaints on ihabdines but what happened last night was definitely worth writing.. Also, all complaint forms had a character limit.
It was almost 10PM and I decided to have a quick dinner at PizzaHut in Al Barsha – at the Enoc petrol station besides Mall of the Emirates.
I walked in and found that the guy on the counter was arguing with the filipino staff and telling her how she should not talk to him, even though he was the one shouting at her – looked like a typical bully standing tall and built.
I had tweeted about that as I was not in the mood for such drama. It’s late, I just wanted to eat and go home and rest for a new at work.
I made my order at the counter and had asked the guy if they could clean the table where I wanted to dine. There were two empty tables, both dirty with people’s left overs. He told me sure and proceeded to serve other customers. Just for note, my credit card receipt stated 9:58PM.
5 minutes later, I got tired of just standing there so I went back and asked if they could clean the table once again. The guy at the counter proceeded to assure me the table would be clean in a few minutes, as it was super busy. Admittedly, there were more and more people coming up to order, not like that was my concern or issue.
A few minutes later they had cleaned the tables and I sat down.. and then it all went to hell.
at 10:35 I grew anxious. I wanted to eat and leave and I didn’t understand why it took 35 minutes to get a Pizza. I got up around 10:30 and had seen a huge queue. It took me 3 minutes to clear through the people and reached the counter.
Can you guess what I was told?
The guy told me that my food was ready, boxed up and was on the counter. It was sitting there getting cold. I asked him why is my food in a box over there? I asked for dine-in. He proceeded to tell me that they had no dine-in today and he had mentioned it. I asked him if you had told me there was no dine-in why would I care about cleaning a table? He apologized and handed me the food.
I told him fine, and asked if i could at least eat outside? He said I could.
I picked up my box in a crappy mood and asked for my drink. He had asked what drink did I want and I told him a Diet Pepsi. He tried to get it off the dispenser and it dispensed water. He offered regular and I agreed to that but the same happened. He then offered me 7up and the same happened again! He told me to proceed and go out and eat, and he will send someone to get me the drink.
Angrily, I agreed and went out.. 5 minutes later and 1/4 the pizza done, dry as hell, got up went back in and told him where is the drink? he said he will send someone right away and apologized.
5 minutes after that, with 1/2 the pizza done, I got up and came to go in once again and he was like I will bring it to you myself in a minute and apologized. What the hell am I supposed to do? Go buy a drink from the petrol station? I said fine..
At this point, people were leaving with their Pizzas AND DRINKS!
5 minutes after that, with 3/4 the pizza done, I get up to really give him a piece of my mind, he hand signals me that he is coming right away. I sit down and wait.
5 minutes after that, with the pizza FINISHED, he comes and tells me he knows I want to hit him or insult him and he hands me a bottle of pepsi. He apologized but was telling me that there were a lot of people waiting and because he knew I was Egyptian he didn’t want to give me the dispensed drink and wanted to give me a bottle. He also said that if he had given me a bottle from the start, everyone who had to wait for their drink would ask for a bottle and this would have messed up the supply for delivery.
I wonder… why the favoritism? Just because I am an Egyptian like him qualified me for a bottle? and just because the rest were Indians, Locals and Pakistanis means they don’t deserve a bottled drink and have to wait if the dispenser will work?
That is disgraceful, shameful and disrespectful, even though I am the one who benefited from the prized drink.
I proceeded to tell him I did not care, and it did not matter anymore and showed him my empty pizza box. He kept apologizing and giving me random excuses that someone took a day off and he was forced to take their place and then told me the shocking thing, that he was the store manager! He kept going on and on and said if I come back a second time he will make it up for me.
UTTER, UTTER, UTTER useless manager! How on earth did he become a store manager if he is:
A) Not capable of managing his staff without shouting and bullying
B) Not capable of managing orders and people’s food
C) Not capable of taking responsibility when something goes down
I had made the order at 9:58PM, I finished my food and drink at 11:15, and stayed till 11:30 as things were getting heated on twitter!
The worst PizzaHut experience I’ve ever had; cold pizza, drink 45+ mins late and a bully store manager that wont stop giving excuses. I am never returning.