When ordering a pizza from Patxi’s if you build your own classic pizza, the Daiya Vegan...
GetHuman-tobiasru's customer service issue with Postmates.com from June 2018
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The issue in GetHuman-tobiasru's own words
When ordering a pizza from Patxi’s if you build your own classic pizza, the Daiya Vegan pizza is the default selection and you have to change the selection to mozarella. As a result I accidentally didn’t change the selection and ended up with a vegan pizza. I was very confused and got four customer service replies and no one replied to me that the default was Daiya. They just kept telling me I had selected Daiya (which technically I didn’t, it was preselected). I felt really stupid and kind of disappointed that no one explained that it is the automatically suggested cheese. I’m a conscientious person and when I make a mistake I just want to understand why so I don’t do it again. I’m sure you don’t want your customers to feel frustrated and dumb when trying to resolve why they made a mistake (I felt dumb already just making a mistake, I would’ve appreciated it being explained to me instead of four people just repeating back that it was my fault). I’d recommend having no preset cheese (or having mozzarella as the preset cheese) so the customer doesn’t accidentally choose vegan cheese. Im not a picky eater but the issue with vegan cheese is that’s it’s slimy and like glue. I was told repeatedly that it was my fault and that there would be no refund. Yeah, it was my fault, but if a company preselects something for a customer (especially when they’re selecting a “Classic” pizza, and Daiya cheese is not classic), it is generally in my experience that the company acknowledges that they set things up to fail as well. I didn’t get that from any customer service representatives and it leaves me with a bad taste in my mouth and makes me want to switch to another delivery app. Just thought you should know.
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