California Pizza Kitchen experienced an unfortunate takeout error when a customer received only cheese in their macaroni and cheese order. The customer shared the mishap on TikTok, which went viral, garnering millions of views. The video showed the customer expressing frustration at the lack of macaroni in the dish, despite having a tough week already. When the customer called the restaurant to address the issue, they were allegedly told that they had ordered incorrectly and should have asked for the noodles separately.
As a response to the viral video and the takeout error, California Pizza Kitchen sent the customer a care package containing pasta noodles, free mac and cheese certificates, and free pizza for a year. Additionally, the restaurant released a comedic video featuring their senior director of culinary development, Paul Pszybylski, giving a tongue-in-cheek “PSA on how to make CPK Mac ‘N’ Cheese correctly.” The video outlined the proper steps to make the dish, emphasizing the importance of cooking the cheese, then the macaroni, and finally adding the macaroni to the cheese.
In an effort to make things right with all their customers, California Pizza Kitchen announced a new deal for half-off mac and cheese through the end of the month. The promotion could be claimed by ordering online and using the promo code “cheeseANDmac.” The offer was available for takeout and delivery at participating locations across the United States, excluding certain locations like airports, stadiums, and universities. Customers were encouraged to take advantage of the discounted mac and cheese through July 31.
The response from California Pizza Kitchen to the macaroni and cheese mishap showcased the company’s commitment to customer satisfaction and a sense of humor about the situation. The viral video and subsequent care package demonstrated the power of social media in bringing attention to a mistake and how a company can turn a negative experience into a positive one for both the customer and other patrons. By offering a discount on mac and cheese for all customers, CPK aimed to show appreciation for their guests and provide a fun promotion in light of the incident.
Overall, the story of the cheese-only macaroni and cheese order from California Pizza Kitchen highlighted the importance of customer service and transparency in handling mistakes. The restaurant’s response to the viral video not only rectified the individual customer’s experience but also provided an opportunity to engage with a wider audience through social media. By offering a discount on their signature dish, CPK extended an olive branch to customers and emphasized their commitment to ensuring a positive dining experience for everyone. The incident serves as a reminder of the impact of social media on businesses and the significance of addressing customer concerns promptly and creatively.
