I thought it was so simple. I moved out of my central town flat in a pedestrianized area almost 18 months ago (!) and within a few months realized (thanks to fab fellow expat Kat–hi Kat!) that I could now get pizza delivered by my local Domino’s pizza franchise. AND I could order pizza over the internet, thus ensuring that I did not have to talk on the telephone, something which I really do not like doing, especially when ordering things is involved. I was always under the delusion that ordering things over the internet was far superior, because nothing could ever go wrong with the details as they were typed in instead of relayed by voice, with all the trouble this could bring given my foreign accent. How wrong I was.
Now, we must have a slight diversion to discuss the excellence that is the UK post code system. While the US zip codes are 5 digits long and divided between 300 million people, in the UK the post codes are 6 (or more) digits and divided between a mere 60 million people. And they involve letters in addition to numbers, which gives us even more fine division in the UK post code system compared with 5 digit numerical US zip codes. I live on a small street, with two other buildings of flats and less than a dozen semidetached houses. The fact that the post codes are so finely divided is thus quite interesting: the houses on my street have a post code that differs from mine in the last (alphanumeric) digit. This means that my 6-digit post code is only for the 12 flats in my building. Which I happen to know, because I have accidentally received mail/post in recent months for the house at number X, Our Street, whereas my address is X, Building Name, Our Street, with a different post code. So the system is not perfect in execution, but in design, it is quite good.
So when I order pizza online, as I often have in the past, and as with many UK websites, I put in my post code, and a drop-down list appears with the 12 addresses of the flats in my building, in the form X, Building Name, Our Street, and I select my house number and expect the pizza to come to my house. Most of the time, this works. A few weeks before Christmas, however, I encountered a failure of this system. I ordered pizza, and about 40 minutes later, got a mobile phone call from a Domino’s driver who claimed that he could not find my flat. (Even though, if you put my post code into Google Maps you end up in my tiny street because this post code is ONLY FOR MY BUILDING!) I gave him directions. He called back ten minutes later. I gave him directions again. My pizza eventually arrived, and it was cold. I was not happy.
This brings us to tonight. I ordered pizza, with the confirmation from the Domino’s UK website coming through at 7:43 pm. My phone was inadvertently set to vibrate, so I did not notice when someone called at 8:22 pm, and again, and again a few minutes later. At 8:38 pm, I had retrieved my phone and realized I had been getting phone calls from an unknown mobile number, so when a local number rang through I answered it. It was someone at my local Domino’s franchise, wondering why I had not answered my phone. I pointed out that it had only rung nearly 40 minutes after the pizza was ordered, at which point the pizza would have been cold, and that by now the pizza was most certainly cold. The person at Domino’s claimed that my address had not come through the system, and that they did not have my full address details, including my street name. Now this is where I get angry, because, as was pointed out earlier, my post code is for my building only, and if there were any questions about the street name, it could be obtained via Google Maps. Not to mention the fact that I only selected my address from a drop-down box on their website after entering my post code, such that the information was all clearly in their system. And oh, do the drivers not have phones with Google Maps?
This is where it gets a bit ugly, and I get into a yelling argument with my local Domino’s franchise person, who wanted me to give him directions to my house at this point, for delivery of a pizza that had now been ordered an hour ago. The pizza person insisted that the pizza would still be hot if delivered, and I suggested that without touching it, they could not be sure. I asked, in what seemed to me to be a reasonable request, that a new pizza be made for me and delivered. This required quite a lot of discussion and me raising my voice yet again. And in the end, the Domino’s guy agreed to send me a new pizza and then hung up on me. The good news is that the pizza did arrive, at 9:02 pm and thus nearly 80 minutes after being ordered. But I am not such a fan of the Domino’s UK customer service at this point. And I can’t imagine such a scenario playing out in the US, where Domino’s delivers within 30 minutes and has for years, even from before the age of Google Maps. I just cannot figure out how the local franchise made pizza delivery so difficult. If it’s your job to deliver hot food, don’t you look to see where you are going?
I’ll stop whining now. I got my pizza, and it was good. If late. And I got to experience yet another “Wow, customer service in the UK is still not what I expect” moment, which reinforces all of my American prejudices, not that I actually wanted that to happen (now that I am quite happily ensconced here in the UK and mostly adapted).
On a less rant-y note, Happy New Year and here's hoping for a 2012 that is great for us all.