I mentioned this in a comment above, but I worked at Domino's and this was 100% encouraged. My manager hammered it into my head that a mistake was just an opportunity to gain a more loyal customer. If someone called with a complaint, we would credit you for a whole new pizza. Drink and dessert too if we really F'd up.
The reason being people will actually stop ordering Domino's if they're upset at a mistake in an order. Even something as silly as not getting ranch dip you paid $0.50 for. Making it up to them with a free item way more valuable than the mistake almost made the customer feel guilty. After using their free pizza credit, a customer was almost guaranteed to order Domino's again within 2 weeks, and would generally order twice as often as they normally would for the rest of the year or longer.
My very first delivery ever, I opened up the heatbag and their whole order slid out and fell onto the floor outside their front door. Maybe still one of my most embarrassing moments ever, I was sure I was going to get fired. When I told my manager about it, he said "This is going to be more powerful than a hundred TV commercials"
Oh, and they have all your orders and previous free credits saved in the computer system that handles orders, tied to both address and phone number (or online account). So if you tried taking advantage of this thing they would just permanently ban you from ordering from our store. This only happened once or twice in my couple years there.
It makes sense. I would definitely order again and again from a place that gave me assurances that they would handle any mistakes.
I got an Indian meal delivered without the rice I ordered. I rang up and they apologized and refunded me straight away... but I still didn't have the rice so the meal I intended on having was ruined. I probably will never order from them again (there's plenty of other Indian food places near me)
I ordered a vegetarian meal from a place I wanted to try. They delivered it, the item had a big green VEGGIE sticker on it, but taking a bite my mouth was filled with meat.
The only recourse I had was to use the app’s help feature and mark it as “incorrect dietary restrictions” and select which item in the order was wrong.
Deliveroo instantly gave me credit for it, which isn’t a refund but I’d use the credit sooner or later so not a big deal.
But now the problem is that I have a neat filled burrito that I can’t eat. I’ve once again accidentally ate meat through no error on my part, so my entire meal is ruined because my mood is ruined. There was a desert I could eat, but that’s it. I ended up waiting 30 minutes for a delicious meal only to end up with just a desert and now I have to spend time to cook my own meal.
If the restaurant would have delivered me another meal then I’d probably still consider ordering from them again, but with the way the app is set up, that I got a measly €10 credit for one part of the meal (still had to pay for delivery, the dessert that I didn’t eat, and a tip cause it was raining). This just meant I’ll never give that restaurant another chance.
The reason being people will actually stop ordering Domino's if they're upset at a mistake in an order. Even something as silly as not getting ranch dip you paid $0.50 for. Making it up to them with a free item way more valuable than the mistake almost made the customer feel guilty. After using their free pizza credit, a customer was almost guaranteed to order Domino's again within 2 weeks, and would generally order twice as often as they normally would for the rest of the year or longer.
My very first delivery ever, I opened up the heatbag and their whole order slid out and fell onto the floor outside their front door. Maybe still one of my most embarrassing moments ever, I was sure I was going to get fired. When I told my manager about it, he said "This is going to be more powerful than a hundred TV commercials"
Oh, and they have all your orders and previous free credits saved in the computer system that handles orders, tied to both address and phone number (or online account). So if you tried taking advantage of this thing they would just permanently ban you from ordering from our store. This only happened once or twice in my couple years there.