Newlands Pizza — Restaurant in Melbourne

HAIR IN PIZZA)!!!! (HAIR IN PIZZA)!!!!

Been buying for long time Quality starting to go down for last 5 years since ownership changed kept on giving them chance untill this week . As we eating our not hot pizza me my wife and child picked up a slice tandoori found black HAIR coated in red tandoori, appetite started to drop . We gave them call explained there was a hair , they we're quite rude about it saying what what do I want. They said we make another one angrily , after losing appetite we said we want refund then they started bargaining they want only give $9 refund , then I said we quite lost our appetite , and to come take the meal the guy threaten me not to eat anything else of the meAl and was very rude , he said he will a send driver . Driver came after 30 minutes , and said oh you have eaten some of the meal I was instructed. Not to give refund if we have eaten the meal, I explained we already started the meal then the hair was found we only had 3-4 slices out of the 2 large pizzas . He then requested to see the hair , I noted that I have disposed of it . They then took the rest of meal the driver said its not his call can't give refund . No phone call no response . Been buying there for very long time can't believe the interrogations I had a photo of the hair as well Sent my brother in to go see what's going on they refuse to give him full refund that I had open the drink and only can give $9 back they took both pizzas back drink and garlic bread These guys have absolute zero customer services and issues with attitude , iam regular customer and my family is as well , they lack and don't see the that my family homes won't buy from them anymore this filthy attitude never expirenced this in any melbourne food shops . How could you keep eating a pizza that has cooked human hair in it . And get extra turned off when you call them and you get treated that we are lying trying to ask for evidences and trying to bargain how much they want to refund . Very disgusted in this business , When I spoke to them when my Brothwr was there the owner or supervisor insulted me claiming I was on drugs . It's just pizza end of the day but food is sensitive espicially in AUSTRALIA and those that are born here. At the end no refund no recourse just them justifying themselves saying this is our refund policy comparing a hot food shop to kmart disgusting have absolute no concept of restaurant standards I think hygiene may be a issue my and my partner had upset stomachs after just couple slices .

I hope they change there standards wake up to them self when the old owners were there 5 years it was Great . A lot people have turned off there pizzas lately a lot my old friends refuse to eat there . We kept on Giving them a go at the end they lost us and pushed us right off the edge . Service 0/5 Delivery time not even 250 m away 1/5 Food hot 2.5/5 Price. 2.5/5 Quality 1/5 Turned off 100%. XXX for me your out Newlands pizza never ever come back , you don't change soon you pay the penalty you may not need me but you won't last long if you don't change . Wish them the best and hope they change...

90 minutes after ordering online I called and asked what was going on "Just waiting for the driver" then hung up on. I called back and asked "So has my pizza been sitting there for an hour?!" "Oh no, we only put them in the oven one the driver is on their way" Well, the pizza that got to me 2 hours after ordering was rubbery, dry, and barely warm. Obviously had been sitting on top of the ovens "staying warm" for some time. Please don't lie to your customers!

Edit#1: apparently every negative review on here gets an essay in response. I understand that businesses are facing challenges, but lying to your customers about when their food was cooked is still not ok.

I tried to call multiple times after I realised the pizza was not at all fresh. Busy tone, followed by a voicemail citing your business hours. There was no answer to calls even though it was an hour before your quoted closing time. But clearly I am the villain for not getting in touch! How dare I not telepathically force you to pick up the phone! 😂

Newlands, do you know what reviews are for? They're so people can share their experiences, allowing others to weigh that up and make a decision. Interesting how me telling people my experience is somehow "selfish" and apparently part of some big evil plot to close down all small businesses! I never knew I was so influential! 😂

So, if you're reading this review, be aware that while the pizzas are ok if you want that heart-attack-on-dough style (we all get that craving! Lol) the customer service of something goes wrong is terrible, and you only need to read the response below to see how aggressive this business gets in response to any criticism.

Off to collapse government by reviewing Parliament house!!! 😂🤣😂

Edit #2: LMFAO he's changed the response so he doesn't sound insane anymore! Dude can't be honest to save his life! Hahahaha! I guess he's hoping people will think the reviewers are out to get him because he's being so "reasonable" now.

Dishonest, af, trying to rewrite history. This is just sad really... Guess he's just not very good at facing consequences for...

food and prices are ok but customer service is probably one of the worst in Melbourne if not in Australia, if possible don't call them on a Friday evening you'll be treated like trash, no greetings, no thank you and they'll hang up on you before you could ask the wait time. They will not change their ways but I thought I do some community service and warn others what to expect if you are ordering pizza through them over the phone on a weekend. Thanks for taking the time to reply. I can definitely live without greetings and a thank you from newlands pizza as I don't call pizza shops to get into a conversation. They way you expect your customers to call your shop with order ready as you don't like discussing menu or helping customer choosing a pizza(personal experience), my expectation as a customer is that you confirm my order after taking it and let me know an ETA that's all I'm after. Rather this information should be given to every customer without asking, extra 2 seconds on the call will make a life little easy for your customers. Not sure if you have been to Dandenong lately but if you ever go...visit taste of paradise pizza. A very busy pizza shop but with very quick turn around time and the staff despite being non-native English speaker are really good with taking orders, confirming order and giving an ETA without a fail and that is on a weekend. Equally good product as yours but their service is on a...