Mena's Wood Fired Pizzas — Restaurant in Ireland

Ordered on Fri 5th June. Didn’t take account of food allergy & sent regular pizzas instead of gluten free. The manager lied about it twice on the phone, clearly more worried about covering a mistake than a food allergy. Then she panicked & sent replacement order whilst agreeing to a full refund. Nothing happened & I had to chase it up multiple times. She eventually took my card details but again no refund. Contacted the business via social media to be met with rudeness from the owner & was then blocked. Manager then was not at Spencer Rd at agreed time. Shout out to chef Brendan as only employee to show any customer service & return my money a month late .

One of the owners responses “I’ll be perfectly honest with you I’m trying to keep 30 people employed so your refund is not my main priority sorry to burst your bubble. My manager is dealing with it and I will not be undermining her she is more than capable of sorting it out for you and she asked you to come in and refund to your card. If you got something in a shop and wanted a refund you’d have to go back in so to be honest she is being more than accommodating trying to sort you out. She will be there from 3pm tomorrow please come to the store with the card that you paid from and get an immediate refund. Good evening“ before blocking me on social media.

Owners & manager can now see my response “I appreciate keeping staff in work is a priority. I’d also imagine that in the food industry you’d want to keep on top of accounting for food allergies & ensuring your staff understand them & then don’t double down by lying about them repeatedly. I’m also fairly sure businesses post-Covid would both like to retain current customers & gain new ones. Your manager most clearly hasn’t been capable of resolving this as it’s been over 3 weeks to sort a simple refund. Only yesterday did she say I needed to come in. Hardly capable by anyone’s definition. I paid by card over the phone, so why did it take 3 weeks for her to work out I needed to come in? That’s not accommodating, that’s ineptitude. I’ll drop by the store tomorrow to finalise the refund. You’re clearly not bothered but obviously you’ve lost a customer who loved the food....

Collected pizza last night at my chosen time (online order)....I wasn’t spoken to for 7minutes after I arrived (it looked like there were 3staff members available) my pizza was sitting in a bag from before I arrived and was cold by the time I got it home. There were missing toppings...no garlic or chilli oil to name a few. Very disappointing and I’m afraid it’s not the first time we’ve had a bad experience

On a positive....the pizza crust was perfect!

The new C-19 collection service needs work

In response to your reply.....if I had of been sitting in I would have given the feedback directly, however, I was home by the time I realised the issue with temperature. Also, from my review you can see that I had other issues and unfortunately this negative experience wasn’t an isolated one. Reviews are evaluation of service and I feel I’ve been very measured and fair in reviewing my experience, that’s not to say I won’t give you a glowing review in the future but I’m afraid on this occasion (and a few before) my experience hasn’t been wonderful. Thank you for your quick response. I hope my feedback is...

I would be very reluctant to leave a bad review on a business but my experience here was so poor that I feel compelled to warn others.

The wait time for five pizzas were over an hour, which I can accept but when they arrived they were horrible - undercooked, the tomato sauce was sour and they were cold.

The pizzas all came out at different times too, the side orders either didn’t come out (we were actually charged for sides that didn’t come), or were unacceptable - wilted salad, undercooked fries. We had also ordered starters which were very underwhelming.

In my opinion, the servers knew to look at the food they handed us that it was well below standards. Certainly nothing like previous reviews! The manager was sympathetic when we said we’re not prepared to pay all off the bill, as most pizzas and all of the sides were untouched. Two lads ate half of pizza because they were just that hungry!

£25 off a £130 bill… that tells you all you need to know about what they think of customers. I have never wrote a bad review, or asked for money back before and I hope I never have to...