would like to make a complaint about a recent incident at Eataly. Yesterday evening I bought fresh pasta (photo attached) and when I opened the package, there was mould inside. Today, I went to Eataly to return the package. After waiting 5 minutes at the Info Point, finally someone very grumpy showed up. When I showed her the package, she only asked if I wanted the refund or a replacement. No apologies/ smiles/ hospitality. I said refund and that was it.

There are 2 problems here:

1. How is it possible you spend a lot of money on “quality products” and you get rotten food? For example, a couple of months ago, I bought mozzarella from Eataly and you couldn’t possibly eat it - it was sour and musty, so I had to throw it away. Maybe I should have brought it back and ask for refund. But why does it have to come to this? Today, I wanted to buy salami but again, there was blue mould on the white coat.
2. Why is the customer service so unfriendly? Last week, we had dinner at Eataly, on the terrace and after I paid and left, I realised my card holder was not in my bag. I went to the same Info Point and the same lady cut me off saying nobody brought her any lost items to the lost and found section. She opened a drawer (I imagine that was Lost and Found) and she said “No”. And that was it.

I have been living with an Italian for years and we’ve got sooooo many Italian friends, and we travel to Eataly very very often, both north and south, so we know what hood Italian food is and how friendly and nice Italians are.

People in London (or around the world) could make an idea about Italy and Italians based on the service and quality of products at Eataly. But shouldn’t!

Such a shame!