D-Plus Pizza — Restaurant in Surrey

I am writing to formally report a recent experience at D Plus Restaurant, where both the service and handling of a food order error caused significant concern. I visited the restaurant on Diwali and placed an order around 1:00 a.m., specifically requesting Paneer Butter Masala. Instead, I received Paneer Matar Masala, despite being allergic to peas.

Upon realizing the error, I immediately contacted the restaurant, explaining the mix-up and requesting a replacement. However, I was informed that no action could be taken until the next day, as their chef was unavailable. I followed up as instructed, but the resolution process was equally frustrating. When I called, I had to re-explain the issue multiple times, as the staff kept transferring me and asking the same questions. After finally being told I could come in for the correct dish, I went to the restaurant in person.

Upon arrival, I was again asked to explain the situation, and to my surprise, I was told I would need to pay $45 for the replacement item. I reminded them that this was a correction due to their error, not a new purchase. Throughout this process, the representative at the front counter made unprofessional remarks, suggesting that adding peas to a Paneer Butter Masala was my own misunderstanding, which felt intentionally embarrassing, especially as it was said in front of other customers.

This experience reflects a lack of proper food handling, customer service, and overall professionalism. Given the potential allergy risks involved, I am requesting that your office look into the practices of this restaurant to ensure they adhere to proper standards of food handling, accuracy in order preparation, and...

Around 10:45pm February 16, 2018(Friday), I went to D-Plus surrey central branch to buy a beef donair. I asked one of the staff if they are still selling Donair. She said they're still selling. As I have waited, I noticed the staff who's making my Donair did not wash her hand as she was fiddling with my food. I saw here writing in the order sheet and holding customer's money as well. I keep observing and looking at her thinking that she's going to realize that she needs to wash her hands but she didn't . Also, she didn't even put gloves while preparing the food. That is really disgusting. I am really sure that this branch is under regulation to wear gloves/wash hands when serving/preparing food.

Also, when the staff is preparing my food, I also saw her reheat my beef on the place where they cook the pizza. The beef was bad in my donair. It is really dry and the edges are really crunchy. In other words, burnt. I'm guessing the food was cooked before and they just reheat it . Are the staff here actually trained in Food Safe.?

I am really disappointed in this branch. I always order pizza here to treat my friends in school but when i saw how they handle the customers food it was bad.

PS: place is not so busy. I have attached a picture file here.

Please do some action...

I had a very disappointing experience with D Plus Pizza (King George location). I placed an order for a chicken pizza, but instead, I received a paneer pizza. This is extremely frustrating because when you are paying for food, you expect to receive exactly what you ordered. Not only was it a complete waste of money, but also a waste of my time since I was looking forward to my meal and ended up with something I didn’t want at all.

Mistakes like this show a serious lack of attention to detail and poor customer service. A restaurant should double-check every order before sending it out, especially when people are trusting them with their hard-earned money. Getting the wrong food leaves the customer unsatisfied and makes them lose trust in the business.

On top of that, there was no proper follow-up or effort to fix the mistake, which made the situation even worse. Customer service is about care and responsibility, but unfortunately, I did not see that here. Restaurants need to understand that good service is just as important as good food.

Overall, I am very disappointed with this experience. I would not recommend this location to others unless they improve their customer service, start taking orders more seriously, and ensure that customers actually get what...