Real English Two-"I have a complaint"

Many Japanese people are shy, or introverted, or can't express themselves well.  The next time you have a problem, whether travelling for pleasure or on business or, this expression is essential, and the first step.

The other day I went to D's Pizza Shop. They are doing a "Buy One, Get One Free" Promotion now.  (It is great and I wonder how long it will last...I hope it continues forever, but that is doubtful.)    Basically, the promotion is pretty clear cut, with only one condition, which is you have to pick up the pizzas by yourself, NO DELIVERY.  

Simply put, if you pick up two pizzas, you have to pay for the more expensive one, but the cheaper on is free. Any size, and kind of pizza, is OK. There are not any strings attached, no catches,  just plain and simple.  And even more, if you order though the net, you can get an additional 5% discount.  And it says on the brochure and on the home page and in the shop, "If you order through the net, we won't make you wait!!!"

So we decided to try it.

My wife reserved one large Margherita pizza, which is about 2700 yen,  and one large plain pizza with extra cheese. which is also about 2600 yen.  In addition, she ordered through the Rakuten site so we got another discount.  In all, the bill was 2370yen.  Quite a good deal if you ask me.  And she made the order at 2:45pm, for a pick-up time at 7pm.

Since I am big on punctuality, I arrived at 7pm sharp.  When I arrived, they were hopping!

Here is the dialogue with me and the staff at the pizza parlor:

Me:  I have a reservation for Gross.

Staff #1:  Please wait a moment...(While I was waiting, he fumbled with some papers and looked around the shop frantically.)  Oh, your pizza will be ready shortly.  Please wait about 7 minutes.  First, please pay. 2370 yen please.

Me:  OK.  Here you go.  (I handed him the money and then I thought, "Wait?! But it says 'we won't make you wait!'"). 

And then I sat down. 7 minutes passed. 10 minutes passed. I was becoming impatient.

Me:  Excuse Miss.  Staff #1 said my order will be ready in 7 minutes.  But, what's up?

Staff #2:  We are very busy. Please wait a few more minutes...

Me:  Your advertisement says "No waiting!"

Staff:  Uhh...What do you mean.

Me:  (I pointed at the advertisement on the counter) Who is the manager?

Staff #2:  (While pointing to the young man making pizza in front of the oven)  He is.

Me: Well, I'd like to talk to him.

Staff #2: OK

8 minutes later at 7:15.

Staff #3:  Mr. Gross.  Your two pizzas are ready.  Did you pay yet?

Me: Yes.

Staff #3: (Talking to staff #4)  I didn't get his money.  Did he pay you?

Staff #4:  No....

I was becoming more agitated...

Staff #4:  Ah, I think he paid Staff#1...Ah, Mr. Gross here are your pizzas. Thank you.

It was 7:16pm.

Me:  Thanks.  But, I have a complaint. Get me the manager.

I moved to the side of the register and waited for the manager to come over.  He came quickly and took off his hat.

Me:  (Speaking politely) I am sorry to interrupt you in the middle of your work. I can see you are very busy.  However, your advertisement says "We won't make you wait!"  My order was for 7pm. It is past 7:15pm.  And nobody apologized or said "I am sorry."  What kind of service is that?

Manager:  I sincerely apologize.  We messed up the order of your pizzas and should have called you.

Me:  But my wife placed the order around 3pm!

Manager: (Bowing deeply) I am very sorry. I don't know what to do, but if this is any compensation, I would like to give you some drinks for free.  Please forgive us.

Me:  I understand. Thank you. The next time I come, I hope I don't have to wait.

He compensated us for the wait by giving us one carton of orange juice and one 2 liter Coke.  It was sufficient and I was satisfied with the manager's apology and the pizza was delicious, so I will go again.

Midosuji Street Illumination