Customer Service?

I have decided to rant about my latest encounter with non-existent customer service.
O.k., let me set the scene.
It's Friday night and we are all upstairs playing Excite Truck on the Wii. Jordy, by the way, was surprisingly good for not knowing what the heck she was doing. We finally realize that we are hungry (we had fallen into the black hole of video game playing) and decide to order pizza from a new place that opened up. I place my order and right away I'm feeling a problem coming on because the coupon I wanted to use came with an order of bread sticks and I wanted to change out for the cinnamon ones (which a chain competitor lets you do). Well, apparently the computer wont let you make the switch, ok fine- no coupon. Next I order a small pizza for myself with some actual toppings on because after several years of suffering through plain pizza, I've had enough. I ordered their version of a deluxe minus the green peppers and onions, add olives. Nate kindly agreed to go pick up the pizza (still too cheap for delivery) and came home with my pizza with......you guessed it green peppers, onions and no olives. I decide not to let this go like I normally would because let's face it, it's generally not worth the hassle and I'm not opposed to green peppers and onions, usually. However, they were finely minced which didn't at all excite me. So...........I decided to call. This is where I really get peeved. The line is busy for 5 minutes (no exaggerations) then I finally get through and I'm asked to please hold--ok-----6 1/2 minutes later they return to the phone which I have had ample time to work myself into a frenzy. Could I maintain composure at this point? Nope! I said "are you kidding me? you seriously left me on hold for 6 1/2 minutes?" For which the boy replied, "sorry we're really busy right now." I explain the problem and he says that he can give me a discount on my next order. Seriously? Seriously?! I don't want the flippin' pizza with onions and peppers on it to which he replies that they are too busy to deliver me another pizza. What?! Did I ask for you to deliver another pizza? Can you make me a new pizza and I can drive myself over and pick it up? Yea, we can do that, was his reply. So I decided that I would go back over and just try to get my money back because I am fairly certain that at this point they are doing the spit conga on my pizza. Are you still with me? I know this is seriously long. Sorry. Anyway I get there and ask to see the manager, and frankly I shouldn't have expected less ---19 year old (maybe early 20's) said that he was the manager. Seriously! Ok- fine.
I was wondering if I could just get my money back?
Sorry can't do that, I can replace it.
Frankly I'm worried that you spit in it.
Ma'am we would never do that
I know you would "never" do that, still.
I swear we would never do that
ok fine give me the pizza
insert lecture here.......Oh yes I did!
I have to tell you that as a person that has worked in the customer service field their whole life you are totally missing the mark.
First of all you are a pizza joint whose customers call in their orders for which they cannot call in because the line is either busy or you're placed on hold for an obscene amount of time.
2nd, not good problem solving skills when someone has a problem with their order. Come up with solutions not sorries!
3rd when I came in here there were all sorts of employees standing around and no one acknowledged my presence. When a customer comes into your establishment you acknowledge them to let them know you'll be with them. It's a courtesy.
I then closed with how if he wanted customers to come back and tell their friends they had some serious work to do.
The phone rang while my lecture ensued and he had to put that poor sucker on hold while I finished. This is the insane part. Why is the guy at the cash register also answering the phone?

Now, before you think I judged too harshly on one experience it was our 3rd with them and the other 2 were only marginally better than this one. I have spent a major part of my life in customer service and had to kiss some serious customer booty, therefore it is extremely frustrating to get crappy service. They do have some pretty awesome pizza though. For the record I didn't scream my lecture at him and I kept the volume down so I didn't look like too big of a lunatic. The kid just had this dear in the headlights expression on his face and sent me off with a final sorry ---no coupons --no nothin', only my spit riddled pizza. :)