DEAR Editor,-
What is a debacle? The dictionary describes the word as: complete failure, especially because of bad planning and organisation. Herein lies a hungry tale of woe. The marketing of this food chain outlet offers the service of door-to-door delivery, which is a handy stopgap for a multitude of reasons. So, on a Saturday during September, we decided to order in after an arduous week.
Brochure perused, decisions made, a telephonic order is placed as per the given number.Time of order placement: approximately 7.35pm. After querying the expected time of delivery, I was told: “Around 45 minutes”… Happily the family settled back and, by mutual agreement, tuned in to watch the US open.
I must add time passed swiftly, but growling hunger pangs eventually overtook the keen concentration on tennis.
I redialled the number and enquired what the cause for the delay was, since we had now been waiting an hour and 15 minutes. Getting no satisfaction, I asked to speak to the manager of the Margate pizza outlet, only to be informed that it was not possible because … wait for it … telephonic orders are routed through a call centre in Pietermaritzburg!
I grappled with this concept and with a stern tone to the operator in Pietermaritzburg, I stood my ground, conveyed my frustration and demanded to be transferred to the Margate pizza franchise. The twist in the tale?
The call was rerouted … but to the burger franchise in Margate!
At that moment the doorbell rang and our delivery arrived at 9.15pm. The promised concept of the ‘hot or not’ dot was pitch black on the box, so there was no charge. Well, the messenger was not shot, but we did give him a ‘tip’ and the family received a free delivery. This is now a matter of mirth, but not so on that Saturday evening. Question: Is this franchise strategy a debacle? Answer: Wait for holiday seasons and long weekends!
STEPHANIE
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