Ordered a takeaway from Milano Pizza at…
Ordered a takeaway from Milano Pizza at 6:20 pm. By 7:20 pm the food still hadn’t arrived, so I called the shop to ask where my order was. The manager told me the driver had already been out but “nobody answered” and the food had come back. I explained that I had been home the entire time waiting.
When the order finally arrived later, the delivery driver told me the manager had actually given him the wrong address for the delivery. This meant the delay happened because the order was sent to the wrong place. Despite this, there was no apology from the manager on the phone.
The order cost £16.75 including a £3 delivery fee, even though I live about a quarter of a mile away. The chips were hot so I ate those because by that point I had already been waiting nearly two hours and was hungry. However, the pizza itself was completely cold.
After tasting it and realising it was freezing cold, I had to drive back to the shop myself to return it, using my own petrol because of the inconvenience. The manager said he would not refund the delivery charge because I had not brought the whole order back, as he had told me to return both the pizza and the chips. I explained that I had eaten the chips because they arrived hot and I had been waiting two hours for the order.
In the end he only refunded £10, refused to refund the delivery charge, offered no replacement and no apology for the delay or the cold food. When I pointed out that the delivery had been sent to the wrong address, I was told I was banned from the shop.
Waiting nearly two hours for food that was delivered to the wrong address, arriving cold, and then having to drive back to the shop myself to resolve the issue, only to be banned for raising the problem, is extremely poor customer service. @ uplands Swansea take away shop