Saturday, March 28, 2009

How Warm Chicken = Two Hours of Horror - PART DEUX

Swiss Chalet Rotisserie & Grill on UrbanspoonYet again on Friday I ordered a Quarter Chicken dinner dark meat with a white roll for delivery from Swiss Chalet. Unlike last week, I ordered just after 11 A.M. instead of 11:30 A.M. in the hopes of actually receiving my food in less than hour.

But before I get to that, the fun began when I was ordering the food. From last week's fiasco I was promised by a Swiss Chalet Customer Service Manager that I would have a $15.00 credit on the account going forward.

So this week I thought I would use up that credit for my Friday lunch and continue on with my life. Thus, instead of ordering online, I called into their call centre to speak to someone about my order. I waited about a minute for someone to pick up the phone, which in normal circumstances isn't too bad if your calling into a call centre these days. First I inquired if there was a $15 credit on the order. The response was dumbfounding "No there is not but I can transfer you to Customer Service to look into it." I was then transferred over. Apparently the person who picks up the phone to take your order isn't smart enough to look for a credit pending on an account and thus needs someone else to sleuth this out. But then again, the idea of "Customer Serive" these days does seem novel in some places.

After being transferred to "Customer Service" and waiting another two minutes for someone to pick-up the phone, gentleman answered. I told him what happenned last week and that there should be a $15 credit on the account put there by a Customer Service Manager. The agent did some searching and found that I was supposed to receive $15.00 refund. I replied that this point I still hadn't received the $15 refund so I would be interested if either an lunch be delivered or $15 be delivered, it was Swiss Chalet's choice.

The agent quickly got the $15 credit processed and said he would be more than willing to take my order. Thus, I ordered through him. By the time the order was put through it was 11:08 A.M. I figured if I ordered around 11 A.M. that the food would come faster as most orders would start arriving around 11:30 A.M. as the lunch rush would start.

My goodness was I ever wrong. At 12:08 P.M. I found myself calling back the Swiss Chalet hotline wondering where the food was? I was worried that another fiasco like the previous Friday was erupting. After dialing I found myself waiting for an agent to pick up for about five minutes. Eventually someone picked up and I told them of my problem. They put me on hold for another two minutes. At the end of the two minutes I hung up. Why? Because my lunch was coming through the front door.

Of course I didn't tip the driver anything, after waiting for a total of 3 hours on two seperate occasions in a row, Swiss Chalet can tip their own driver.

As for future delivery orders from Swiss Chalet, FORGET IT!

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