Supermac's & Papa John's O’Connell Street Dublin — Restaurant in Dublin

Awful experience here a few days ago. I am not one to write reviews very often, but this was pretty atrocious. Several bad things, but most important: a very long black hair was embedded into our pizza. My husband brought it to the counter and all they did was say sorry and they would make us another one. I used to work at a pizza place and I can't imagine just saying sorry and not offering anything free. Second, we were in the restaurant for quite awhile (waiting for the food, then waiting for the non-hair pizza to be made, then eating the pizza), the upstairs was where we were sitting and there was literally garbage all over. There were no clean tables and only one other group of people up there. We cleaned a table off on our own. Finally after 30+ minutes one of the staff members came up to clean up the tables. She just removed the garbage from the tables and took the trash bag downstairs. She did not wipe off any of the tables. Of note, she dragged the garbage bag down the stairs leaving quite a bit of liquid from the bag all over. It was quite disgusting. And it was not super busy. When I went downstairs to grab the initial order there were literally 4 workers just standing...

I approached a member of staff last night regarding any gluten free options for Coeliacs and unfortunately he was no help whatsoever. he seemed clueless and just not bothered. Instead of simply informing me what i could or couldn't have he just pointed to a sign on the wall listing the entire ingredient list for supermacs, expecting me to trawl through the entire allergen list which would have taken ages to get through. I approached the man again as to if he could just tell me of there was anything. He said there was a gluten free bun and then when i asked if free from cross contamination he said they couldn't guarantee it...this is where i get very annoyed.. It states on your website that supermacs have teamed up with goodness grains which is a known gluten free supplier so as to provide a gluten free option on the menu so surely if you cant guarantee a coeliac won't get ill then you simply DO NOT cater for Coeliacs..more the fad gluten free diet. Very...

Ordered the 50/50 meal. Pizza was made wrong but didnt mind too much. Staff member (not wearing a hairnet) was apologetic and gave us extra cookies and drinks. However when we went to eat the pizza we found a hair in it. Spoke to the manager who was very indifferent to the situation.Staff member who made the pizza was very angry that we came down with the pizza explaining that she had already been nice to us by giving us extra food. After the experience we no longer wanted Supermacs and asked to be refunded the order. Manager said no and said he could only remake it. No credit note, voucher, refund. Nothing. Instead of another 50/50 meal we got a garlic bread which is a third of the price. Beyond disappointing behaviour from staff and manager. Never been treated so poorly in a Supermacs. In my local Supermacs if this happens you are given a choice on how you want to resolve the situation; refund, free meal next time worth the same value...