Pizza Hut (Shapath Franchise) Complaint – Order Not Cancelled Despite Repeated Follow Ups

Subject: Order not cancelled despite repeated follow ups
My Name: Chirag Chaudhary
My City: ahmedabad
My Complaint Against: Pizza Hut (Shapath Franchise)
Complaint Category: Food & Hotels
Claim Amount (Approx.): 5000
My Complaint Description:
I placed order with Pizza Hut for home delivery. I was not aware of their internal rules that they only deliver at limited locations. I was updated about it after I enquired after putting the order. I was ready to pay delivery charges but they still refused. I understood and asked them to cancel the order. I asked them about the refund and refund process. They told me that the money would be refunded in 45 days. I could not understand how can it take 45 days to refund the money for a cancelled order unless we were living in a primitive world. They said that they have cancelled the order but I did not receive the SMS confirmation as was being told. Instead I receive the SMS that my order is on its way for delivery with the order number. I was perturbed by this SMS as I was expecting the SMS that the order has been cancelled. I called the Pizza Hut franchise again and asked them about it. To my surprise they educated me that they have cancelled my order and system has sent this message. I was not able to understand how come system can send a message that the order is getting delivered when it has been cancelled. I asked them to share the call centre number. I took the number of the call centre from them and I ask them about the status to the call centre staff. They confirmed that the number of days for refund is only 12 days (as against the 45 days communicated by the franchise staff). Also they said that they are now cancelling my order and I would receive SMS for the cancellation of the order. They also took my feedback as complaint against the franchise and then I started getting frantic calls from the franchise. I could not take up call for a couple of times. But when I spoke to them third time, I told them that I do not want to continue with my order and am only interested to see my order cancelled. They said that they will ensure that the order is cancelled. After that I called up the call centre twice to follow up on the order cancellation. Even after more than 2 hours of order placement my order is still not cancelled and I have not received any message on order cancellation. All the attempts to get the confirmation on the order cancellation has gone in vain. I could not believe the words of call centre and franchise people as they have not been true to their word. If the order is not cancelled, how will I receive the refund. Though the refund is only of Rs 545, I want to make sure that these franchise and companies do not take their customers for ride. Also the claim amount is high because I want them to compensate for the time and money that I had to spend going around between the franchise and call centre multiple times to ensure the cancellation of my order and to get commitment on my refund. I also want them to be penalized for their irresponsible behaviour.

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