Had our food delivered this evening, found a hair mixed in with toppings in the first bite! Rang to get a replacement, was very polite about it and the first guy I spoke to handled it wonderfully and was really apologetic…

However, once transferred to the manager it all went downhill. Very unhelpful, uninterested and unapologetic. Stated I had to send proof of hair and pizza to prove I wasn’t ‘scamming’ them. I explained the pizza only had one bite missing and I was happy to return it. He went on to say until they’d carried out the necessary checks their end, they could not send a replacement or offer a refund.

As requested the hair and pizza was emailed over, to which the reply we got via phone call, was no one here had that colour hair and there’s nothing we can do. When I asked for proof that the hair colours of staff could be sent to prove that he wasn’t scamming me out of my money, he replied they couldn’t do that. Not really sure where the manager learnt his level of customer service, but as someone who also works in hospitality, I’m happy to offer any advice on how to handle a customer complaint appropriately :)

Sat here with a hairy pizza, going free if anyone wants it