Eli's Pizza — Restaurant in Hertsmere

I am so so disappointed with this place. I used to be such a big fan but so much has happened that this is now the last place I would eat at.

Firstly, my family and I went in for a meal, we waited a ridiculous amount of time for our food. We didn't have a lot of time but at least an hour to order and eat. The restaurant wasn't hugely busy but it still took 45 minutes to get our food. Once received, it was burnt to a crisp. We were offered a replacement 'if it was too burnt' but we didnt have the time and my son needed to eat. We barely touched them and most went into the bin. We just put this down to a bad day.

We then went for lunch another day. Not only were we overcharged (even when we approached the staff member and showed the menu, we were still aparently wrong) but we also had hair in our fish and chips. This wasnt like a hair just on top of the food, this was a hair fried within the batter that was sticking out. I didnt want to make a fuss of it at the time so I quietly went to the desk to explain. I was given every excuse under the sun but it was definitely a hair. I was then offered a replacement from the same batch which I declined as I didnt particularly want to eat it again but as I was refused a refund, I accepted this. We ended up throwing it away.

The final straw was when once again like fools we decided to give the restaurant another try for dinner. We made a reservation for 5pm for a party of 3. We were on the way but running about 10 minutes late due to a build up of traffic. We had called to let them know to be told that for some reason a staff member put down our reservation in the wrong place but to not worry and just come in when we can and the table will be done by the time we turn up. We decided not to rush as instructed and eventually got to the establishment by 5:25pm. I spoke to a young guy when I entered and explained the situation to be told that they have given my table away. I explained that I had spoken to a lady on the phone 20 minutes ago and was told to take our time as someone was on our table. This guy didnt seem to care. He simply said we have given your table away to a party of 7. I then said that this isnt really fair and I was basically told that they didnt need my table of 3 as they had a table of 7 instead. I was shocked and disappointed with the rudeness and on top of it, this was all due to them screwing up in the first place. A chef from behind the counter saw how this guy was talking to me and my family, butted in and apologised and told the guy to back off. We then decided to leave and found an establishment a few doors down who welcomed a table of 3 with open arms. It also meant my son didnt eat particularly well due to how late it ended up getting.

Since this has happened, I have continually tried contacting the establishment to speak to the boss. I have called so many times, provided my details and no one seems interested in responding so I can understand why this has all happened. I purposely didnt leave this review so I could give the business an opportunity to reply but after waiting so long I believe it is just to put forward put experiences.

All in all, I will never touch this place again and never forgive the way they so rudely dealt with us. So so poor and...

Over 90 minute wait for delivery, and then only half the order came. The delivery driver took payment, saying he would be back in 15 minutes with the rest of our order. After an hour of further waiting, we tried calling the shop but no-one would answer the phone. I contacted the online chat representative - who responded that they were only responsible for running the website - which seemed ridiculous. After an hour of further waiting for the rest of the order to come, we were forced to drive to the shop, to demand a refund. The shop wasn't busy in the slightest when we arrived. It was claimed that the driver was just about to leave with the rest of our order. At this point the wait for our order to be fulfilled was 3 hours! The shop blamed the problem on Covid, and then separately due to the fact that it was a Tuesday - when we responded that we'd experienced bad service on a Sunday - their comeback was, that we have bad luck. I should point out that Eli's provided us with a full refund for our order, but I will never...

Don't believe all you read - how these guys got 4.6 stars is beyond me! We ordered the spinach ravioli in tomato sauce on Wednesday and received a yucky sweet potato ravioli instead. We phoned the restaurant and they said 'oh yeah, well we only had sweet potato today' In which case they should have rejected our order. Today we called the restaurant before placing our order to check and they had the spinach ravioli in tomato sauce. They said they did, and we duly placed our order. This time we received spinach ravioli in an nasty strong mushroom beige sauce and no sign of the tomato sauce described on the menu. We called the restaurant again and told them what had happened. Their response was 'you ordered through deliveroo, you have to phone them to get a credit note!' Seriously?! Terrible customer service - we gave them every opportunity to sort this out and they just weren't interested. You cannot rely on this menu or on the staff to sort things out when it will...