Pizza is a commodity. From where I'm sitting typing this on my couch I can name 6 pizza places that deliver to my house and another 4 that are dine in/carry out only...I bet there are another 3 or 4 that I don't even know about.
As somebody that sells a commodity for a living I can tell you that you have exactly 3 ways to differentiate yourself from the competition: price, service and quality. Sir Pizza failed at all 3 for me this weekend.
I was exposed to Sir Pizza by a colleague when they opened their location in Kendall. Think of something somewhere between Papa Johns and Harry's Pizzeria....it's not gourmet but it certainly isn't Little Caesars either.
After tax, delivery charge and tip I dropped $27 on a large "Royal Feast" pizza. Failure on price compared to just about anywhere else. (I probably shouldn't complain about the price since I chose to pay it but it does seem high to me)
"Thank you for ordering online from Sir Pizza - Coral Gables. It’s our pleasure to serve you. Your order has been received, and will be ready in approximately 40 minutes. Please contact your neighborhood Sir Pizza - Coral Gables at (305) 448-4040 for further assistance."
That is the email I received after placing my order at 7:06pm Sunday night.
8:00pm rolls around and we're still waiting (relatively) patiently for our pizza. When I called for further assistance a nice, younger sounding lady answered the phone and apologized for the delay telling me the driver only had 1 other delivery and that her "system" showed the pizza as being 4 minutes away so that if it didn't arrive shortly to call back. I chose not to complicate the conversation by asking what kind of GPS tracking device they used to offer such a specific answer and hung up satisfied that we'd be eating soon.
When I called back at 8:15pm I was told this: "Look dude, I don't know what to tell you. I'm trying to help other people. It left here like 20 minutes ago so if it isn't there in another 20 call back."
Somewhat shocked at the bluntness of his reply I asked his name...he wouldn't give it and hung up.
Failure on service.
At 8:30pm when the pizza finally arrived we discovered it was barely warm and they had ignored our request to substitute tomatoes for mushrooms. Failure on quality.
The company has clearly experienced some degree of success as of late...a 10 year agreement for Marlins Park, 10 new locations in the past year or so and a high exposure sponsorship with the Hurricanes.
As is generally the case...success comes at a price. Sadly that price is the experience they are providing to the individual customer.