David Novak, President
Pizza Hut, Inc.
14841 Dallas Parkway
Dallas, TX 75240-7552
RE: PLANETFEEDBACK REFERENCE NUMBER (removed)
Dear Mr. Novak,
I'm writing to bring your attention to a problem with the experience at Pizza Hut, Inc.. The restaurant I'm referring to is at Brentwood/Maplewood, MO.
Today, June 28th, 2005, I attempted to order a pizza through your website, as I have done dozens of times in the past, only to receive an error telling me that I would not be able to order online -- never mind that the site still showed my last order, made only a week previously, to the same store -- and that I should call the store to order. As the service has worked for me dozens of times and I am hearing-impaired, thus making it impossible for me to communicate well with your representatives - they have in the past made mistakes with my orders, been impossible for me to understand, and consistently put me on hold without giving me a chance to explain what I wanted.
Pizza Hut heavily promotes its online ordering while simultaneously failing to provide that same service to its customers, even to customers who have successfully been able to order online in the past. This is, of course, ridiculous, especially since several of Pizza Hut's competitors in this area provide online ordering with no apparent problems.
I am uncertain whether I would consider dining in your restaurant again -- it will depend on whether or not I can even order from it. Also, I might continue to recommend your establishment, but I will be sharing this story.
Here is how I would like you to address my complaint: Fix this problem immediately or stop advertising online ordering as being available in my area. For a service to be advertised honestly, it has to actually exist and not have existed at some point in the past. (Until I can order online, I will be ordering from Pizza Hut's competitors, who are willing to continue to provide me with a way of ordering that is far easier to use for hearing-impaired customers.) In addition, I would like an explanation of why I am apparently no longer eligible to order online in a region that is listed as being one of those served by the online ordering system. Pizza Hut's failure to satisfy is disappointing.
I am located in Brentwood, MO, zip code 63144.
Thank you for your attention to this matter. I hope to hear from you very soon.
I checked again today and this is STILL not fixed. I wonder if marching myself down there would do any good, but then, they probably have nothing to do with the idiots who can't keep their site working. I also have not received a response from them, so I sent the letter again using planetfeedback's feedback feature and also filed it again via their website.
I got my pizza from someone else who was very happy to take my order online.