Complaints & Reviews — Abu Dhabi Plaza Hotel Apartments

Employee ignorance and attitude towards the customer

Today was an unpleasant adventure with the pizzeria Pizza Lulu, the conclusion is one - the catering possibilities provided by this pizzeria are no longer unusable. As you will have heard in the ads, Pizza Lulu undertakes to deliver the pizza within 49 minutes, and if it is delivered later, the customer does not have to pay for the pizza. The order was placed on the Internet and in four minutes the Pizza Lulu dispatcher called and announced that the order had been accepted. Pursuant to Clause 4 of the "49-minute delivery guarantee and delivery conditions" (hereinafter - the Terms), the delivery time starts to count from now on. After 49 minutes, we called the dispatcher and asked what was going on with the order, she announced that the driver was on her way. We then asked if we would not have to pay for the pizza, because 49 minutes had passed. After consulting with a colleague, the dispatcher stated that the pizza was not due free of charge, as it was a "fixed-term order" and the second paragraph of the Conditions provides that " are done for a limited period of time ’. I inform the dispatcher that I have not placed an order for a certain period of time, and I ask what does this type of order involve? To this the Pizza Lulu dispatcher only replied that I had indicated in the order when I would like to receive the pizza. The most interesting thing is that the time was mentioned when placing an order online in the comment box. In the comment I stated that "it would be nice if the pizza was delivered at 16. 00". I can add that the order was accepted at 15. 20. What is a "fixed-term order" at all is not available on the Pizza Lulu website, the dispatcher was not able to answer it either, only indicated that if the order mentions a time, then it is a fixed-term order. Interestingly, this does not impose any additional obligations on Pizza Lulu, which in principle means that the pizza can be delivered after 3 hours, as the 49-minute delivery conditions do not work. The driver of Pizza Lulu also confirmed that if a time is indicated, the pizza can be delivered after 3 hours, because they do not have any delivery restrictions, but usually do not. I understand that this time order means that when ordering pizza at 15. 00 I indicate that I want to receive it at 17. 00, then it is clear that 49 minutes will have passed since the order was accepted and the pizza will not arrive free of charge because the customer has chosen a certain time when to get pizza. It seems absurd that the information in the comment box can come as a negative surprise to the customer. I asked if it would be stated in the comment that I like to eat pizza at 12. 00, it would also be a fixed-time order, the dispatcher could not answer this question. After a long discussion with one of the Pizza Lulu dispatchers, she offered a 20% discount on the next order, to which I replied that given their attitude towards customers there will be no next order. The moral of the story is that Pizza Lulu's rules are not clear to its employees themselves, as they are unable to explain what a "fixed-term order" is. I believe that its essence is as I pointed out above, not as explained by the Pizza Lulu staff. There must be no situation where the choice of a certain type of order is based on the information provided in the comment box, this is something unthinkable. Either there should be a special box to mark the order type, or the dispatcher should find out when accepting the order.