Fireaway Pizza Bermondsey — Restaurant in London

As a student with not much extra money I paid 40 pounds for an Uber eats order expecting to receive my food for that money I paid, however it was never delivered. The business is still adamant that the driver rang my doorbell “9-10 times” yet though my door bell is fully working no sound was heard by me or any of my 3 other house mates. The driver also handily has said that my phone number did not work despite it working every other time I have used Uber and the driver has needed to contact me. Now I’d understand if I had waited a week to start trying to get my money back for a service that wasn’t even delivered as promised, but I called the “restaurant” ultimately to be told by a dismissive and rude staff member that it wasn’t his problem, refusing to send the driver back and telling me its up to me as the customer and Uber to sort out a refund. Despite being irked by this interaction with this so called customer service I attempted to seek a refund multiple times to no avail, with Uber saying the driver had delivered the food. A complete lie. I then waited 3-4 days to see if the transaction would be resolved in my account and all of this was some kind of error. I have now just called the restaurant again to the same “customer service”, now saying the order is out of their system, being refused a refund in any form, bank, store credit, or a delivery of the same order etc. despite none of these options making the restaurant lose money as they still have my payment. A truly sorry excuse for not only a restaurant but a HOSPITALITY business as a whole. Be careful ordering from this business as they have no regard for their customers satisfaction only monetary gains. This response is laughable, but good job covering your tracks. My review of this place is for warning away future customers not for a refund, very good hospitality you have shown, despite it being your only...

And the owner now replies me and shifts the responsibility to me by saying that they always answer the call and they tried to call me and waited me for more than 20 minutes... Well, good. Let me give you some screenshots as evidence. The first screenshot shows that when I contacted Deliveroo staff, they said they could not even reach your restaurant on phone. The second screenshot showed that the until 10:08 at which I was notified that the pizza was delivered, at 21:50 I could just merely see the status that you were still delivering my food. How come you shifted the responsibility to me? I think it is your fault; you should update the status on the apps as soon as possible when you could not reach me. I ordered a pizza on Deliverloo and made me wait for more than hour (although the estimate arrival was just within half an hour) and then I receive nothing but the restaurant said that the pizza has been delivered! I have never been able to reach the restaurant on phone. Thanks to you, I have nothing to eat for my dinner. Is it a scam? don't order this food at...

OK pizza, terrible staff. I normally use another very good pizza place in the area but have also often wondered what this place was like. I took the opportunity when a "Too Good To Go" offer came up. Admittedly I am not rating a full price experience but was surprised when I arrived within the collection window and was told that they weren't doing the offer and that I could just "refund it" (from a third party). How many people have they conned into coughing up for a full price pizza by playing this trick? I stood my ground, and the pizza was OK. But I value customer service and won't be easily tempted back in future.

EDIT - I have downgraded this review to a single star, following the patronising response from the owner below. I do understand the concept of "Too Good to Go" thank-you very much, and I was there within the collection window. I did appreciate the fresh pizza, but I am struggling to reconcile this with the initial excuse that I was given that there was...