Hairy Pizza from Debonairs Tokai

On the evening of June 8th, 2024, I purchased a pizza from the Debonairs Tokai branch. Unfortunately, the meal was ruined when my wife found a piece of hair embedded in one of the slices. This caused her, and subsequently our children, to vomit in disgust.

At 20:02, I called the number on the receipt, provided my details and explained the situation. I was told that someone would contact me, which I initially accepted. However, I needed to know if I should arrange alternative food for my family, who were hungry again after vomiting.

The situation worsened when I had to call back at 20:19 because another person wanted to take my details and query again, promising to escalate it. I requested to speak with a manager, who then instructed the store to call me. A woman from the store provided her WhatsApp details for me to send images of the pizza and the hair, which I did at 20:33.

We engaged in a back-and-forth discussion about an investigation that needed to be conducted by her boss. My immediate concern was whether I should arrange for alternative food. The response was that the woman assisting me was still waiting for the outcome from her boss.

By 21:34, I expressed my dissatisfaction with the level of service via a message, to which she rep**** at 21:47, stating that she was still awaiting the boss’s decision after their investigation. Ultimately, I had to make scrambled eggs for my family.

While I understand the need for an investigation, the situation could have been resolved more swiftly, particularly concerning the immediate need for alternative food for my family. The overall experience was terrible, and I believe it could have been handled more efficiently.