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1.7

I live in a tiny town in the country 45 minutes from the nearest other town of consequence. Schwan's comes out here every other Thursday. Last September I ordered pizzas online. A few days later, I waited and waited. No delivery. I called again and they said they contacted the driver and the driver is running late but my delivery would be made. I called at 6pm to find out what was going on. They told me they weren't sure what was going on but they would get a hold of the driver. Later on, the driver called me. "I don't have your order on board." So much for a nice couple of pizzas. I called Schwan's again in the evening and they said a manager would call me the next day. Nope. Waited all day. I called them the next day to say I didn't get a call. They promised a call. Next day: nothing. I followed up on the third day and finally the manager called. I explained everything. He didn't really sound apologetic. Just explained to me what the procedures are: Get the order in by Monday afternoon or it doesn't get loaded onto the truck for delivery Thursday. Then followed it up with: "That's how it works." I told him it would've been nice if the website had SAID that so I wouldn't have gone through this. He didn't say anything. Didn't even offer anything to make up for it. Wow. I called the main number back and spoke with someone to explain what happened, I was unhappy with what happened and the way the manager treated me. I canceled the order. The rep I talked to gave me $10 worth of credit on my next order. That's something the MANAGER I spoke with should've taken the initiative to do, not some call-taker. I was SO cheesed that I thought "this is dumb. I'm not ordering again." So I didn't. And since then I've been working away from home a lot so I haven't been around much for the Schawns truck, which comes by every other Thursday.

Fast forward to this time last week. I thought about ordering but recalled my experience. I remembered that I still had the credit. I called Schawns to make sure my credit was still good. The person there told me it was but time was running out on it. So I went on line later that day to place my order, using the credit to pay for two pizzas (well, $1.38 left over for the delivery charge I could pay in cash for). There is a box in the order form online to put in a "message to our driver". So I put: "Please call (cell number). I am hearing impaired and I can't hear the door from other places in my house." Monday I get an email saying "your delivery has been rescheduled" to Wednesday instead of Thursday. Fine. With a delivery time of 2pm to 5pm.

Wednesday 4:30. Nothing. I started a chat with Schwan's. Asked about where my order is. They said "it's on the truck for delivery. It's 4:30 he still has time to make the delivery by 5pm". I reminded them of my prior experience. Told the rep that I specifically requested a phone call because I'm hearing impaired (as above). "Oh our representatives (drivers) usually call 15 minutes prior to delivery." I kept walking into the living room to look out the window. But, I work from home and I had to be in my office at the other end of the house. I live alone. 5:10. I went into the kitchen to get some water and I see the Schwan's truck pull away from front of my house down the street. I ran outside yelling at him, chasing the truck. He just drove off into the sunset. No call. Not even a "sorry I missed you/attempted delivery" note on my door!!!

So I called Schwan's (put on hold, #29 in ***) and went into chat again, FUMING. I just wanted them to call the driver and tell him to turn around. The rep said "I see the order is still on the truck for delivery." So I asked her, "Okay...is he gonna turn around and come back???" After all, I live in a town of 50 people and there is nothing but highway for 36 miles (that's how far away the nearest city and stores are). "He WILL turn around and come back. If he doesn't, call us." I told her that was kind of a dumb answer. Self-contradict much? So I waited. And waited. He never returned. I contacted Schwan's again to tell them their driver didn't return. This was almost 6pm. They promised a supervisor would call shortly that evening to get some resolution. Nope. Never called.

The next day, I waited. And waited. Finally, about noon or 1pm I called Schwan's to ask if the supervisor was ever going to call me. I explained my situation to the call taker and I asked for a supervisor. She said a supervisor was standing right next to her. I told her that I was getting tired of explaining over and over and over my situation and asked if I would have to explain everything to the supervisor again. She said she would explain everything to the supervisor. The supervisor came on and...guess what? I had to explain everything over. The supervisor said "Well I will have to call the district manager to find out what happened." Huh? "I just TOLD you what happened. All I want is ONE thing: I just want my freaking order!!!" Then she explained to me she wanted to find out why the driver didn't call or leave a message. I told her I really don't care at this point and that's an internal thing they need to handle. I just wanted my food delivered, and that should be the priority, as we both agree that is the main problem here that needs to be resolved. But nooooo she has to go all FBI on this instead of "Well, let's get your delivery taken care of and/or make this right by you. (we'll deal with the driver, etc. afterward)". I told her that her "investigation" doesn't help me at all. I told her what happened. I told her there system shows my delivery on the truck and has yet to be delivered. I told her there's record of what happened last time and I have chat transcript from a few times earlier with this problem. There is NO denying my order wasn't delivered and, at this point of customer service, you don't sit there and wonder how or why it happened but go on the fact that it happened at all and you make things right by the customer.

I told her that my new neighbor across the street saw all of this happen and I told him what happened. He said he'd placed an online order for Schwan's as he's new here and people told him about this service. He was kind of disgusted and said he wasn't going to deal with that so he would go home to cancel his order and just get his goodies next time he's in town.

Another day goes by. It's now Friday afternoon. I called 3:30. I asked the call-taker if I could speak with the supervisor handling my situation. He put me on hold for 10 minutes and came back to say "I put in a request for the supervisor to call as soon as possible. The supervisor will be calling you as soon as possible." I said "will that be today?" He said "I don't know. All I know is the supervisor is supposed to be calling you as soon as possible." So, in other words, MAYBE Monday.

Sucks. Utterly sucks. My experience with Schwan's is that it's an abject failure when it comes to online ordering and delivery and customer service. IF and when I get this resolved, I am no longer doing business with them. I'll just try to remember to solve my pizza craving buy buying a couple more extra pizzas while in town and stick them in the freezer. Sure it's a little cheaper but I was willing to pay a little extra for the convenience.

I have chat transcripts supporting all of this. And I think I still have my chat transcripts from LAST September when all of this got started.

Reason of review: Poor customer service.

Preferred solution: Deliver my order, offer another $10 credit for my trouble, which I will use on a future stop-by order (no more internet order) and: apology and explanation from driver why he didn't call or leave a note, even when there were instructions from me to CALL..

Schwans Pros: Quality of the food and the variety.

Schwans Cons: The, Misdelivery poor problem resolution.

Location: Estacada, Oregon

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Guest

Has this happend before in the past? It sounds like the driver is new or lazy because when you write those notes online it comes up plain as day on their preorder sheet under your name and what you ordered

Guest

That's the way it is. The company is in total chaos.

There's so much turnover what you've experienced happens time after time.

You want pizza? Call Dominos.

Guest
reply icon Replying to comment of Guest-1026921

Would love to. Except the fact that I live out in the country in a tiny town (population: 50) and Domino's plus anything else is 36 miles (45 minutes drive) away.

Maybe you didn't read that part of my post.

Schwan's offers a convenience for sure. And their products are decent. I've ordered off the truck during visits in the past.

However, the whole online ordering thing has been nothing but trouble. Won't be doing that again. MAYBE-if I'm around when the driver shows up-I'll order something off the truck, but that's it. Even then, I'd have stronger incentive to buy what I need in town before coming home for a week or so.

We don't have a store or a cafรฉ out here. I live without those conveniences out here for a reason. But when something like this comes along, you'd think it'd be a reasonably reliable service or, if nothing else, customer service that is reasonably attentive.

The funny part is there is a tiny convenience store operating 9-6 Monday-Saturday about 10 miles up the road. Schwan's makes VERY sure they deliver their order to them every time because they order a bunch of food (not just pizza).

And that store resells the pizzas at DOUBLE the price off the truck. I don't go there unless I'm absolutely desperate for something. I can pay $2.99 for a gallon of milk in town but 10 miles up the road? About $5.50.

I get it... I pay for the convenience.

If Schwan's wants to be a viable alternative to this, they need to up the ante a bit by just simply being more attentive.

Guest
reply icon Replying to comment of Guest-1026969

Try to order online again and the day for delivery put a sign on your door saying to call you that should get his attention so you can chat with him

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