Pricing Excellence: December 2014

Sequence of real events (Home Delivery Order number 250, dt. 19-12-2015 at Domino's, Siddhivinayak Residency, Kharghar, Navi Mumbai):

9:21:53 pm Pizza order is placed with Domino's
10:14 pm Customer calls up the store to check on the order status; is told that deliveries were getting delayed today, Store Associate says that although there is a delay, but a proper product will be delivered, requests customer to bear with the situation and customer agrees - while still on the call Pizza delivery boy shows up (finally)
10:18 pm Pizza delivery boy brings COLD pizzas to customer; note this is after almost an hour of placing the order (what happened to promising a proper product delivery, BTW this is not the first time this is happening -- see the note below)
10:18 pm Customer while still on phone with the store associate tells him about COLD delivery, but instead the store associate says it's a) a normal delivery, b) pizza got cold because of the time that got spent in checking the pizza by the customer, c) uses different false names (Shantanu/Sandesh) for himself over the course of conversation (so much for customer service and credibility, not to forget the UBER incidence!)
10:19 pm Customer says 'thank you' to the delivery boy, refuses to take delivery (who wants to eat a COLD pizza)
10:20 pm Customer takes its family out to dinner elsewhere (matter is closed, what a waste of time in the first place in placing an order with Domino's)

Next day:

10:12 am Store Associate calls to inform that his name was used wrongly by another associate (it doesn't matter to the customer any more what name was used by who, stop wasting customer's time), and on the problem faced he says that they didn't tell last night to you but store would have been willing to send a proper pizza later in the night (willing, sure!! wait till eternity for you to do your work properly). Customer tells him he is not interested in discussing this matter any further.
10:49 am A person claiming to be District Manager (not sure after false identity episodes) calls up the customer and repeatedly mentions that you (customer) had faced a problem last night with Domino's delivery (yes, CUSTOMER ALREADY KNOWS IT FACED A PROBLEM LAST NIGHT WITH DOMINO'S, why are you wasting his time telling him this over and over again), and finally as a solution to the problem asks customer to place the order again today itself and this time he is personally willing to ensure that it'll be delivered on time (willing again!! why does he expect customer to go through the ORDEAL all over again). Customer tells him he is not interested in placing any order and for that matter dealing with Domino's, Domino's manager says that he offered a solution, but since customer has declined it, the matter is closed. For whatever it means, thank you finally the matter is CLOSED!
2:02 pm But wait ... another call from another manager from Domino's.

Please note:

There is one consistency in the entire episode. The previous home delivery order with Domino's which was about 2 weeks ago, the exact same COLD and DELAYED delivery episode took place. (All the talk about customer service and learning from mistakes is a joke!)

Lessons for those who care about customers:

At least don't make a poor service issue worse by calling up customer over and over again, when all you are interested in is only selling and not service
If you have failed on service, accept it and fix it so that it doesn't repeat again in future

Pricing Excellence