Tonight, I placed an order from AK's through Foodler. It went through at 7:32 p.m. At 8:24, I called AK's to see where it was, and I got no answer. At 8:27, called again, no answer. Looked in my bank account and noticed I'd been charged for the order.
At 8:34, after we'd decided to head down there and get it ourselves, someone called me from there, saying the power had gone out but was back on. They said they'd make it right then and it would be here in 30 minutes. I figured I'd get some good free stuff out of the deal, so I said this would be fine.
At 9:15, someone called from AK's and said it would be another 15 minutes. I reluctantly said this was OK.
At 10:04, it wasn't here, so I called AK's. No answer. I called back the cell phone number from which someone had called at 9:15. She was on her way home and said the power went back out and someone was supposed to have called me. I told her no one had. She said to call tomorrow at 11 a.m. and someone would send it for free. I told her I'd be at work at 11 a.m. tomorrow, and I didn't want it tomorrow, which was why I had ordered it an hour and a half ago. She finally agreed to have the manager call me.
At 10:11, no manager had called. I called back the first cell phone number, did get someone who sounded like the manager. I said I was trying to reach AK's. He said "AK's is closed." I told him I'd placed an order at 7:32 and it wasn't there, and someone had called at 9:15 and said it would be 15 minutes. He told me that they were closed because the power went out. He didn't apologize at all that I'd been told 15 minutes and wasn't called back when the power went back out. He finally agreed that he'd credit my card back within two days. I asked about the other AK's location, and he told me, "we have another one, but it's not in Boston -- it's in Southie." I decided to forgo the geography lesson and asked why they hadn't delivered it from the other location then, or, you know, called. Or brought me pizza from somewhere else. Or refunded my money yet. He said he couldn't help me and to let them know if my card wasn't credited within two days. He said he'd have the owner call me right away as well.
I'm also going to send this to Foodler to see if they'll drop AK's from their restaurants. I understand that stuff happens, and it's just a pizza, but really, they could have called to let me know it wasn't coming, and really, they can't have their other location 15 minutes away bring me my order? Also, they weren't the least bit apologetic. Now I'm pissed off and I'm hungry, and I could have ordered from somewhere else hours ago. This does not make me happy.
ETA: The owner called me at about 10:45. He said "it wasn't our fault; the power was out" and kept rationalizing why they hadn't called me, refunded me, gotten me pizza from somewhere else. He also told me he'd be happy to have the pizza show up tomorrow.
Foodler called me about five minutes later -- 10 minutes after I sent my e-mail. He said Foodler would credit my card right away and would let their management team know that AK's had been unresponsive and hadn't handled this well. See, because Foodler is a decent business.