The Email Wars

Interesting that Pizza Hut would take this approach. It is sorry we F’d up email, but they sure do alot of appologizing. Why not take that opprtunity to say sorry, and then give them the pickle (old saying about give them something that they don’t expect by a famous ice cream parlor owner) which would be order one now with an extra topping or save $1 on your next order with us. 

What is trying with this opt in process is that in order to place your order online for a pizza you HAVE to opt in to email from them. Not sure when that became the standard. It is an aggressive strategy and has been written up on blogs like The Consumerist and others. 

Try to do what you would like done to you in this situation if you ever come up against it. You only have one time to have a bad customer experience while giving people the best treatment over and over again keeps them coming back. 

Here is the email:

From: Pizza Hut <PizzaHut@getmore.emailpizzahut.com>

Date: Fri, Aug 15, 2008 at 11:42 AM

Subject: We apologize for the errant email

To: XXXXX

Dear Valued Pizza Hut Customer:

You may have received an email on Wednesday that appeared to be from Pizza Hut with the subject line ”Sports – 2 Medium pizzas, 1 one-topping and 1 specialty or up to 3 toppings”. We were testing new functionality that will better serve our customers. It was not the intent of Pizza Hut for this email to be sent to you. We apologize for any inconvenience or confusion this may have caused. We value your relationshipwith us and understand that communicating with you via email is a privilege not to be taken lightly. We have identified the cause of the mistake and have taken steps to make sure this does not happen again.

Again, we apologize for any inconvenience or confusion that email message may have caused. We appreciate you as a customer and want you to be 100% satisfied with us.

Pizza Hut and YUM! Brands are committed to your privacy and the privacy of your data. As such, we recently updated our privacy policy. View our Privacy Policy here.

The Pizza Hut name, logos and related marks are trademarks of Pizza Hut, Inc. 

(C)2008 Pizza Hut, Inc., 14841 Dallas Parkway, Dallas, TX 75254.

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