Well done Pizza Express

kelloggs36

Went to Pizza Express with my DD last Sunday and ordered one of the Simplice salads which was supposed to be made with buffalo mozzerella. It wasn't, it was bog-standard mozzerella which is much blander and of a tougher texture. I mentioned it at the time and was assured that it was but they couldn't prove it as they had thrown away the packet. At the time I wasn't 100% sure that it was supposed to be buffalo as I had also contemplated other options on the menu which involved mozzerella, so I left it at that. When I got home, I checked their online menu and it was very clear that it was advertised as being made with buffalo mozzerella, so I e-mailed their complaints.

I quickly got a response and a telephone call (which I missed). I didn't even get around to calling them back, when I got another e-mail from the manager apologising profusely and offering me 2 complimentary main-courses as an apology. So, well done for good customer service!! I will order the same and see what happens!

nomoneytoday

briancrum wrote: »

oh what a sad life you must lead if what type of cheese you get on a pizza makes you email the head office deary me!

Sorry, but if the OP ordered a specific cheese then that's what should be served.

ShaneUK

briancrum wrote: »

oh what a sad life you must lead if what type of cheese you get on a pizza makes you email the head office deary me!

Read the post again. The OP did NOT have a pizza, but a salad. The cheese was tougher than what it should have been, if the correct one was used.

Therefore a cheaper cheese was offered (yes, I know, very :money:but Money Saving by a business should not mean that a customer is being misled).

WD to the original poster!

katerinasol

Good to know Pizza Express care about their customers! And well done for complaining.

kelloggs36

I complained because if they advertise a specific product, then that is what the customer should get. If you went into a shop and bought a leather jacket and it turned out to be plastic, you would soon complain! The difference to the salad would have been huge - if you have ever had buffalo mozzerella, you would easily tell the difference - it is much more soft and tasty and was why I chose the dish I did. I don't complain at everything, and I was pointing out an error - which they have apologised for. Their letter of apology was extremely apologetic - such a positive change from experiences I have had in the past when complaining. They have now retained a customer (provided they don't keep making the same mistake) rather than losing one which is better for their business - glad to see they are not short-sighted and actually care about customer satisfaction.

kelloggs36

briancrum wrote: »

oh what a sad life you must lead if what type of cheese you get on a pizza makes you email the head office deary me!

So next time you to go a restaurant and get something different to what you ordered, you will keep quiet will you? If the menu had said 'mozzerella cheese' and not 'buffalo mozzerella cheese' then there would have been no cause for complaint - there is a huge difference between the two. It was supposed to be a specific product but I didn't get what I ordered and paid for. Had they said at the time that they didn't have any (if that was the case) then I would have chosen something else, or had the opportunity to choose something else - at the time of ordering I chose it BECAUSE it was supposed to be buffalo mozzerella - it was only afterwards that I doubted myself - hence I checked when I got home.

AppleCore

Well done OP, we need customers like you who recognise poor quality and point it out. Restaurants shouldn't be selling poor quality food while trying to pass it off as something special, the OP almost certainly paid an inflated price for something that wasn't what the menu promised.

pulliptears

It's ok, because the next time dear old Brian goes off to a restaurant and orders a nice bit of Sirloin Steak I'm sure he will be over the moon to receive a plate of Shank.

Unless of course you just posted to be antagonistic, which would only serve to make you look stupid...