California Pizza Kitchen (CPK) quickly turned a kitchen error (and potential PR disaster) into a viral marketing stunt, thanks to the restaurant's witty response to an unhappy customer.
Last week, TikTok user @fumptruck posted a video detailing her disappointment with the pizza chain.
While going through "the worst week of her life," the user, going by Garage Gremlin, ordered Mac 'N' Cheese from CPK hoping to feel a bit better.
Due to a kitchen error, she ended up receiving a takeout container full of just cheese — with no macaroni to be found.
@fumptruck I give up 😩 #badday #macandcheese #macncheese #cpk #californiapizzakitchen #omg ♬ original sound - Garage Gremlin 🍉
Clearly stressed, she explained how the restaurant management handled the situation poorly, telling her that she ordered the wrong item despite her receipt saying otherwise.
The video quickly went viral, gaining 3.7 million views and over 500 thousand likes as of today.
This prompted CPK to respond with the perfect apology.
When Life Gives You Only Cheese
Days after the video was posted, CPK sent Garage Gremlin a big surprise: a big box of macaroni noodles.
In another TikTok posted by Garage Gremlins, she showed that the box of goodies also came with a certificate for a year's supply of Mac 'N' Cheese.
As a bonus, she opened what seemed to be an empty pizza box to reveal another certificate for a year of free pizza.
@fumptruck @California Pizza Kitchen really made my day! I can’t believe this happened 😭. Go to https://www.thepeopleconcern.org to learn more about how you can help! #unmacmycheese #macandcheese #cpk #lol #viral #marketing #update #storytime #greatday ♬ original sound - Garage Gremlin 🍉
The unboxing video quickly went viral after its release, gaining over 1.2 million views and 500,000 likes within three days.
Additionally, CPK posted a video to its own TikTok account featuring the company's Senior Director of Culinary Development Paul Pszybylski.
In the video, Chef Paul cheekily demonstrates how CPK's Mac 'N' Cheese should be prepared in response to the "confusion" around how it's made.
@calpizzakitchen PSA on how to make CPK Mac 'N' Cheese correctly.👨🏻🍳🍝 Use promo code cheeseANDmac for 50% off your Mac 'N' Cheese order available for takeout and delivery. Offer valid July 19, 2024 – July 31, 2024, for take-out or CPK delivery only. No third-party delivery. 50% off order of Mac and Cheese. Use promo code: cheeseANDmac. Only at participating locations in the U.S. (excluding locations in airports, stadiums, universities, Guam, mobile kitchen, and franchised locations). Excludes tax, catering orders and gratuity. No substitutions, modifications, or additions. Cannot combine with other offers or fundraisers. One per customer per day. One per check. No cash or gift card value. Employees are not eligible and will not apply to Dine Out Card. Void where prohibited. Additional exclusions or restrictions may apply, and terms may change without notice. Offer may be canceled due to pricing or other errors. Questions (including list of non-participating locations)? Call (800) 919-3227.
♬ Funny song for video creation - dg cria
"Step one, cook the cheese. Step two, cook the mac," Paul says in a humorously deadpan way.
"Step three... add the mac to the cheese," he concluded sarcastically.
In a surprise twist to the video, he announced that CPK would be giving all of its guests 50% off Mac 'N' Cheese for the rest of the month to apologize for recently giving a certain guest "half a mac and cheese."
Customers can use the promo code cheeseANDmac until July 31 to claim the deal.
Gaining 9.6 million views and 1.2 million likes on TikTok within just three days, CPK's clever response is an excellent example of how viral marketing can spark interest and engagement, as well as broaden a brand's audience reach.
Editing by Katherine 'Makkie' Maclang
