We took a trip to our local Pizza Hut on New Years Day. We arrived, sat down and took our coats off. Zack was asleep in his car seat, so we left him that way, never wake a sleeping baby and all that. We ordered drinks, and while we were waiting for them to arrive, I nipped down to the loo.
I came back upstairs and had to do a double take. Zack was now awake in his car seat, with a tray, and two pint glasses (pints of pepsi and 7up I might add, not alcohol!) as well as the two pints of drink all over him. All over him, his car seat, his coat, Jake’s coat and our very expensive changing bag (which was a gift). All I can say is thank goodness they were cold drinks, and not boiling hot tea or coffee! What if the glass had smashed and cut him?
Neil told me that the waitress had brought the drinks over, but balanced the tray on the edge of the table. As she took mine and Jake’s drinks off, the tray toppled and landed on Zack. If the tray had been on the table properly, this wouldn’t have happened If she’d used common sense, this wouldn’t have happened.
Zack’s car seat was soaked. The only thing they could offer was some blue tissue roll and a black bin bag. I haven’t dared put my changing bag through the wash yet for fear of ruining it. Zack had to go home with no coat and sat on a black bin liner in his car seat, which then had to be taken apart and washed (and as it’s so padded, it takes a day or two to dry!)
A different waitress came over to apologise. She said “Obviously we will take your drinks off the bill.” This was the point I may have gotten annoyed. “Excuse me? You’ll take the drinks off the bill? You’ve spilt drinks all over my son, his car seat, his coat, the changing bag, and you’ll take the drinks off the bill. I don’t think so.” “It wasn’t me, it was xxx” I know it wasn’t her personally, but at that moment, she was the person who was representing Pizza Hut. The manager came over a few minutes later and told us there would be no bill.
We could have gone mad. We could have ordered the biggest, most expensive things on the menu and had desserts and coffee and wine, but we didn’t. We ordered what we were going to have anyway.
I’ve always said that if there is a problem, and the problem gets sorted, then it’s no problem. But this was a bit more than that for me. Yes we got a free meal, but I would have rather paid and not had the inconvenience in the first place. A free meal doesn’t really cover the inconvenience of having two pints of drink spilt over your 9 month old son, to take him out into the cold with no coat, or not having a car seat for a few days, or being too worried to wash the Pepsi and 7up cocktail out of the changing bag by putting it in the washing machine for fear of ruining a gift that was bought for you.
All because the waitress didn’t use her common sense.
As my father in law says “The trouble with common sense is that it ain’t all that common.”
Isn’t that the truth!
I have spoken to the regional manager at Pizza Hut who has dealt with the matter. The agreement was that as the bag couldn’t b e dry cleaned according to the cleaning instructions, I would attempt to clean it on the understanding that if was damaged that they would replace the bag/provide me a cheque to buy a new one. Luckily, the bag came out ok after I washed it, so everyone is happy with that! I have also been provided with a gift card.