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Rude

Posted Thu August 12, 2010 12:21 am, by Elias Y. written to Papa John's Pizza

Write a Letter to this Company


I called your Papa Johns location tonight at 11:55pm

I wanted to place an order. for delivery.

The manager that answered the phone was so rude, I was in shock.

I would do a secret shop and call him, and find out why she speaks to customers this way.

I called, he answers the phone with WE ARE CLOSED!.. I said, sir, what time do you close? sir? hello, hello, Sir what time do you close?
He ignored me for 10 seconds

then , hes yells TWELVE! and hung up on me.

How does person know I am not the CEOS family member calling.

I am not sure what got into this person, and why he was talking it out on me.

I love the Papa food, and was wondering if this is the future of the company, and the way things are heading.

Prove to me its not, by disciplinary action.

I would like to visit Papa Johns soon, we ended up taking our biz elsewhere, we wanted 10 large pies for a homecoming party for a Iraq soldier coming home on a late flight. My whole family and friends all were appalled, but they all said, give Papa a chance to remedy the situation first.. If they don't, they will all not patronize this location.


Here is the location


Papa John's #355
1026 PINE RIDGE RD
NAPLES, FL 34108-8901
(239)434-9500


Manager 11:59pm 8/11/10


Reply



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by MOOBS Posted Mon September 20, 2010 @ 2:00 PM

First of all, yes, IF this event actually happened, the person who
answered the phone was in fact very rude.

But there are a couple of things that have me second guessing.

How did you know that it was a manager that answered the phone? Even
if an employee/manager answers a call they do not answer it "Thank you
for calling Papa John's, this is [Tom], I'm the manager here, how may
I help you?"

Also, exactly what kind of service do you expect to receive when you
call a restaurant at 11:55pm to order TEN PIZZAS? Even I knew when
the solders were coming home from Iraq just by watching the news!

If you were having a welcome home party you should have planned this
in advanced, called around and possibly placed your order early in the
evening with them. You ARE able to place your order and request they
just wait and have it ready at a certain time, even MY local Papa
Johns will be more than happy to do this for you.

You are right in requesting disciplinary action against which ever
employee or manager answered the phone that night. No one who is
being paid by a reputable company should act like that.

I would not expect much else though.





Reply
by belated Posted Fri September 3, 2010 @ 9:09 PM

WE HAVE LET FOREIGNER TAKE OVER EVERYTHING. i WOULD BE WILLING TO BET
THAT THIS PAPA JOHN'S MANAGER WAS NOT FROM THE USA AND PROBABLY KNOWS
NOTHING ABOUT OUR CUSTOMS AS REGARDS TO CUSTOMER SERVICE. I LIVE IN
LOS ANGELES AND HAVE EXPERIENCED SIMILAR RUDENESS JUST ABOUT
EVERYWHERE.SORRY IF THE TRUTH HURTS.
ANGELA

Reply

That's not truth by t n. Mon September 6, 2010 @ 11:45 AM


how did this turn into an anti-foreigner complaint? by PepperElf Sun September 12, 2010 @ 9:57 AM


Here's how: by Irving Patrick Freleigh Wed September 15, 2010 @ 11:58 PM
by Stevicus Posted Fri August 27, 2010 @ 1:29 AM

I may be chiming into this discussion somewhat late. I've just joined
this site and notice that the discussions tend to have a short
shelf-life.

Anyway, everyone is chastising the OP for calling five minutes before
closing, but the OP states that he didn't know what time it closed and
specifically asked the employee for that information. It's a
perfectly reasonable question, and I'm sure that businesses get calls
of people asking their hours of operation all the time. How can
anyone know what the closing time of a place is without asking first?
Are they supposed to be psychic?

Besides, if they decide they're not going to take orders past 11:30pm,
why not just make that the closing time, instead of 12:00? What
happens if someone orders something earlier, say at 11:20pm, but gets
delayed somehow and the driver doesn't get back until 12:05am? Does
he turn into a pumpkin or what? I don't get it.


Reply

by Jared C. Posted Tue August 24, 2010 @ 1:48 PM

While the employee was rude (if that's truly what occurred), the OP
was inconsiderate calling the store 1 minute prior to closing time and
expecting pizzas to be made and delivered.

And if you want this person fired, as you mentioned "disciplinary
action", then that's ridiculous and going too far. Certainly,
management should talk to the employee and lecture him, but this
experience is NOT grounds for termination.

In the future, call the store at least 1 hour prior to closing time.
Otherwise, go without.


Reply
by Summer2011 Posted Mon August 16, 2010 @ 10:04 PM

It was very rude of the employee to act that way.

And in most cases with most companies, they stop taking orders half an
hour before the restaurant closes because they'd be there till way
after the stated closing time. So you ended up SOL.

Hopefully the other place closed later and your soldier got the pizza
welcome home :)


Reply

by Giselle Posted Sat August 14, 2010 @ 8:01 AM

I think the letter writer needs to realize that businesses open and
close by their clocks, not by some random customer's. Your clock says
11:55, mine might say 11:57, theirs may say 12:00 and my Aunt Betty's
may say 12:01.

The way I personally interpret the closing of establishments is that
if they close at 12:00, that means they are closed at 12:00. There is
no way that someone could order 10 pizzas, minutes from closing time,
and have them prepared, cooked and delivered by 12:00. Heck, by the
time your order was taken down, it would have already been past
closing time, (assuming it wasn't already). If you are really
concerned, you can contact the corporate office and/or franchise owner
(I think someone suggested that already) and inquire as to their
policy regarding last minutes orders.

RE: discplinary action - if the company decides to take displinary
measures against the employee, most likely you will not be privy to
such details.

The way the employee handled the call was inappropriate and rude. I
use to do the books for a large pizza delivery chain that an ex
managed, and the way they answered such last minute calls was to
POLITELY say "Thank you for calling XXXXXX 's pizza, I am sorry, but
we are closed". The only reason they even answered the phone at that
late hour was in case it was an employee or family member. I am
saddened to say, the majority of people who called and received that
message become verbally absusive towards the employee, with the most
common response being "well why did you answer the phone then
asshole". But I digress. The employee should have been cordial.

Reply

Are you sure the most common response by PlanetFeedback's Mr. Helpful Sat August 14, 2010 @ 12:21 PM


Nope by Giselle Sat August 14, 2010 @ 12:31 PM


re by RowdyRetailer Mon August 16, 2010 @ 9:31 AM


Sometimes not even ignoring the phone will work by RedheadwGlasses Mon August 16, 2010 @ 1:40 PM


lol those were the days... indoor smoking, dialup modems etc. by Chadg Mon August 16, 2010 @ 2:35 PM


Put these together, what do you get? by Donno Fri August 20, 2010 @ 4:56 PM


remember when.... by Chadg Mon August 23, 2010 @ 4:37 PM

i have worked in retail by kkmom Wed September 1, 2010 @ 9:21 AM

by dottiejean28 Posted Sat August 14, 2010 @ 7:57 AM

I know the guy should have been more polite, but as far as closing,
corporate has set strict business hours for the restaurants. I worked
at Wendy's and taco bell and even a block buster video...there was
always a corporate policy about not staying past a certain hour.
Something with security.

Reply

But by Lisa H. Sat August 14, 2010 @ 12:10 PM

Right...my husand corrected me by dottiejean28 Sat August 14, 2010 @ 7:15 PM

Mine was a chain by Lisa H. Mon August 16, 2010 @ 9:40 AM

Also Insurances.....and extra $$$ by fishbjc Wed August 18, 2010 @ 12:40 PM
by billt Posted Fri August 13, 2010 @ 7:40 PM

No excuses for rudeness, however, the delivery hours at my local papa
johns end at 12:00AM to me that means that they will not deliver
after that.

here are the hours listed from one of the local (to me ) stores

Delivery Hours: 10:00 am - 12:00 am
Carryout Hours: 10:00 am - 09:55 pm

Reply

That's still unclear for the arguement here.. by Ray A. Fri August 13, 2010 @ 11:48 PM
by Kalphoenix Posted Fri August 13, 2010 @ 7:31 PM

I can't tell from the letter if the OP's friends were "appalled"
because of the nastiness of the manager, or for other reasons (Papa
Johns wouldn't take the order at 11:55pm, they felt they deserved an
exception because of the circumstance, etc). I'm taking the
assumption that it's strictly because the manager was snippy.

It's not right to be nasty to a customer. Even a REALLY nasty
customer. I'm a huge fan of the "kill them with kindness" rule,
because someone being nasty isn't going to get the satisfaction of
bringing me down to their level.

I am not saying OP was nasty, and if this went down exactly as the OP
states, if the manager indeed did just snap out "We're closed!" then I
agree THAT was inappropriate and unprofessional and they need a firm
reminder about proper phone procedures. Sadly, many of these places
don't train people well (It costs too much) and people clearly aren't
learning it elsewhere (Can we get a required social etiquette class in
high schools please?).

But I wonder, would OP REALLY have been any happier if they had said
"Thank you for calling Papa Johns, we are currently not accepting any
more orders tonight" would OP have really thought the person less
rude? Or, because the caller was disappointed, would they still have
considered the phone-person "rude?"

I do feel that expecting ten pizzas to be made five minutes before
close falls into the unreasonable category, the same as being expected
to be able to do 30 minutes of shopping in a store that closes in
five, or ordering a three course meal five minutes before a restaurant
closing. No matter what WHAT the closing time SAYS, I think this is a
common sense question that is easily answered, but it sounds like the
person answering the phone could have handled it scads better on their
end instead of making the fault for an already less than ideal
situation theirs.

And who knows? Said manager MIGHT have been able to work something
out and made the pizzas anyway. But I would have considered that to
be EXCEPTIONAL, not EXPECTED, regardless of the person's reasons for
ordering 10 pizzas at 11:55pm.

But proper phone etiquette from a business IS something that should be
expected.

Reply


"Can we get a required social etiquette class in high schools please?" by Donno Fri August 13, 2010 @ 9:52 PM


great line: by olie Fri August 13, 2010 @ 11:02 PM


Sorry. I don't even know what I did there. by olie Fri August 13, 2010 @ 11:13 PM

THAT... by Ray A. Fri August 13, 2010 @ 11:30 PM


I can see the manager MAKING the pizzas, maybe by olie Fri August 13, 2010 @ 11:19 PM

by Lisa H. Posted Fri August 13, 2010 @ 4:38 PM

Yes, that was rude. No excuse for it. If they were open, they needed
to take your order. It would have been nice if you'd given them a
heads earlier, 10 pizzas is a lot to coordinate, esp. when staff is
low.

Do keep in mind that clocks vary. Even at my work, there can be 4-5
minutes difference between what a wall clock and the network clock on
the PC and on the phone show.

I delivered pizza for years. Those last minute calls are really hard.
They set you back WAY longer on closing then you might think. In our
store, the only people on that late were usually the manager and 1
driver. Maybe 2. So, half or all the staff that has to do the
cleaning post close are busy/gone for at least 1/2. So, I have to
sympathize even if I think he was wrong. I never order pizza within
1/2 of closing. We had one woman who would call at least twice a week
and order, always within 5 minutes of closing. One day she was a
little late, and as I was answering the clock clicked over. I told
her we were closed. She got mad, told me she knew better because she
worked at another on of our locations and knew the clock time. She
made good on her threat to call the regional manager to report us. He
came down on her for, as he put it, "pulling a stunt like that" on
fellow employees. OK, maybe not the relevent to the complaint, but
shows how annoying this is.

Reply

Yes.. 10 pizzas at closing was a bit much to expect.. by Ray A. Fri August 13, 2010 @ 4:55 PM


but the employees don't see any of that benefit. they still get paid the same hourly rate - and that might not make up for other costs they could have to incur from working past closing. by PepperElf Fri August 13, 2010 @ 5:02 PM

But that is not up to them.. by Ray A. Fri August 13, 2010 @ 5:14 PM

I agree by Lisa H. Fri August 13, 2010 @ 6:24 PM

by RedheadwGlasses Posted Fri August 13, 2010 @ 1:20 PM

The rudeness of the manager aside, to me, closing time includes
delivery time. So no orders after 11:30 p.m. (for example) for
delivery, no pizza orders accepted after 11:45 for pickup, etc.

Reply


Interesting by Donno Fri August 13, 2010 @ 10:04 PM


No, not pizza etiquette by RedheadwGlasses Sat August 14, 2010 @ 9:11 PM

by NathanG Posted Fri August 13, 2010 @ 12:23 PM

Next time you want 10 pizzas plan ahead.

How do you know it was the manager? It could have been the delivery
person getting rid of you because he wanted to go home. Your 11:55
could very easily be their 12:01.

Was it rude? yea, it was, but so is trying to order 10 pizzas 5
minutes before they close.

Reply

how is trying to order 10 pizzas 5 minutes before they close rude? by PlanetFeedback's Mr. Helpful Fri August 13, 2010 @ 12:40 PM

Its rude because.. by jeishere Fri August 13, 2010 @ 3:40 PM


especially since being stuck later at work sometimes COSTS you more money than you earned for staying later by PepperElf Fri August 13, 2010 @ 4:12 PM

Wrong. VERY Wrong.. by Ray A. Fri August 13, 2010 @ 5:01 PM


LOL by NathanG Fri August 13, 2010 @ 5:31 PM

I truly hope by PlanetFeedback's Mr. Helpful Fri August 13, 2010 @ 6:02 PM


For Me Yes by NathanG Sat August 14, 2010 @ 12:17 AM


by Eclipse Posted Fri August 13, 2010 @ 12:15 PM

That is rude to answer the phone with "we are closed".
They should have politely informed you that they were closed and that
they close at 12. Even if your clock said 11:55, theirs could have
very well said 12:00. A 5 min. difference is not unheard of. Even if
they were not going to be able to accept an order because the prep
time would exceed closing time, they should have told you so. That
sounds like a reasonable policy to me.

Reply
by PlanetFeedback's Mr. Helpful Posted Fri August 13, 2010 @ 11:01 AM

asking for clarification on their official policy regarding how late a
customer can order pizza for delivery assuming the closing time is
12:00am.

When I get an answer, I'll post it on 15 minutes of fame. FYI, I did
not send it from my Planetfeedback email address - I sent it from my
personal email so they will not know it's PFB doing the asking.

Reply


Did you ask them by LadyMac Fri August 13, 2010 @ 11:15 AM

Naw by PlanetFeedback's Mr. Helpful Fri August 13, 2010 @ 11:31 AM

Perhaps... by franese Fri August 13, 2010 @ 1:04 PM


that's a matter of opinion by PepperElf Fri August 13, 2010 @ 4:05 PM

Opinions... by Ray A. Fri August 13, 2010 @ 4:57 PM

by Ray A. Posted Fri August 13, 2010 @ 9:02 AM

Don't take orders 10 - 15 minutes before close? Kinda stupid, but that
is an enforceable policy and/or business strategy. If you are open to
the public, you are open for orders. It's the food industry. Last
minute orders happen.

Don't want large orders 5 minutes before close? See above.

The OP was complaining about an employee having an attitude and
refusing to work. The person answering the phone was PAID to be there.
Having to work overtime, or rush at breakneck speeds because of a last
minute order is simply a fact of life.

Even if the business is not accepted, there was no reason for the
rudeness and aggression other than some idiot taking a bad day out on
a customer. According to the OP, they didn't even GET to point where
10 pies were mentioned.

The person who answered the phone should be on the unemployment line.

Reply


We are not talking by Eclipse Fri August 13, 2010 @ 12:11 PM

Again... by Ray A. Fri August 13, 2010 @ 4:43 PM


"Having to work overtime, or rush at breakneck speeds because of a last minute order is simply a fact of life" by Donno Fri August 13, 2010 @ 12:49 PM

Agree with part of your message.. by Ray A. Fri August 13, 2010 @ 4:48 PM

Pluss .... by karma_gypsy Tue October 12, 2010 @ 2:52 PM

I really don't want by Lisa H. Fri August 13, 2010 @ 4:41 PM

yup.. by Ray A. Fri August 13, 2010 @ 5:17 PM

And I've glad by Lisa H. Fri August 13, 2010 @ 6:26 PM

by PepperElf Posted Fri August 13, 2010 @ 6:34 AM

i don't see where they are required to remedy anything.



No one is going to stay past closing to do an order of TEN large
pizzas. That would set them back at least a half hour on closing if
not longer.




There is no need to discipline workers for this. They have the RIGHT
to go home on time. They are not servants.



In the future you should call much earlier for an order of that size.
In fact with PJ apparently you can order (if you pay cash) up to 21
DAYS early, 3 days if you use credit.

http://www.papajohns.com/planahead/index.shtm



Reply


I totally agree with you, PepperElf, but by olie Fri August 13, 2010 @ 10:59 PM

Re: Even two pizzas would have been o.k. by karma_gypsy Tue October 12, 2010 @ 2:43 PM
by Michelle O. Posted Fri August 13, 2010 @ 3:06 AM


Reply

by Nicole F. Posted Fri August 13, 2010 @ 12:42 AM

Oooh, I can totally see why they would be kind of snippy. You ordering
for delivery five minutes before close? A lot of these places have
people scheduled only fifteen to half an hour after close. Can you
imagine how long it would take to make ten pizzas? Then, they would
have to go out and deliver?

I am sure you were well aware of what time the soldier was coming
home. At least, you knew the day and rough estimate of when he was
going to show up. I think a better thing to do would have been to
place the order much, much earlier and arrange for a pick up by you
near the midnight hour.

Sometimes, places require such large orders to be pre-arranged,
anyway.

Reply


As we've read here, airlines don't always arrive "on time" by olie Fri August 13, 2010 @ 10:52 PM

by Donno Posted Thu August 12, 2010 @ 10:29 AM

You called at 11:59pm, one minute before closing, hoping to place an
order for 10 pizzas for delivery.

Do you think the CEO would call one minute before closing as part of a
secret shopping exercise?

I wouldn't walk into a restaurant one minute before closing, let alone
call a pizzaria and expect them to spend half an hour to make the
food, and then drive it to me.

Reply

D! by PlanetFeedback's Mr. Helpful Thu August 12, 2010 @ 12:18 PM


The last line by Donno Thu August 12, 2010 @ 2:43 PM

The last line does not say that's when he called by PlanetFeedback's Mr. Helpful Thu August 12, 2010 @ 2:48 PM


One minute vs Four minutes by ST Thu August 12, 2010 @ 5:18 PM

ST by PlanetFeedback's Mr. Helpful Thu August 12, 2010 @ 11:55 PM


I got to the end of the letter by Donno Fri August 13, 2010 @ 12:53 AM


exactly. 5 minutes or 4 - an order of that size will take at least 30 minutes to complete. and that's NOT counting delivery time by PepperElf Fri August 13, 2010 @ 6:36 AM

Why "Manager 11:59" is there by Jack A. Fri August 13, 2010 @ 7:44 AM


He answered the phone by LadyMac Fri August 13, 2010 @ 10:26 AM


True. At least let it go to voicemail or answer politely. by olie Fri August 13, 2010 @ 10:49 PM

if you weren't trying to slice five minutes into one by PlanetFeedback's Mr. Helpful Fri August 13, 2010 @ 12:45 PM




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