Food *****s Market Fourways poor customer service

I ordered 155 quiches, two weeks in advance, from Food *****s Market Fourways for a function I was catering for. I dealt with Lucy, who I think is the deli manager.

Soon after the quiche was served I started getting complaints that approximately half of the quiche was not baked properly and that the ‘base’ tasted doughy and raw.

Most of the quiche was thrown away after a few bites, this was extremely embarrassing for me.

I sent Lucy a WhatsApp with pics and she phoned me back and was extremely rude. She was extremely offended that I was complaining and amongst other things she told me they are all cooked as she stood by the oven doing it herself and timed them all. She said her bosses tasted them and they are fine and that she has never had a complaint before and everyone loves her quiche.

She sent me a pic of quiche that she said was baked with my order and I told her they look fine and that not all of mine were under baked and that some of them looked like her picture (golden brownish on the bottom). I sent pics of examples between the ones that were baked enough and those that were not.

She blamed the fact I used a pie warmer to warm a few (not sure how that would make them raw), she told me the egg made it soggy (and something about the spinach) and that puff pastry is meant to be a soft pastry. I told her I know puff pastry is soft but eating raw puff pastry is not nice.

I asked her if I could bring a few back for her to try but she said she won’t taste it as it has left her shop. All the while she was being aggressive and kept calling me back to prove her point.

She even told me to put them back in my oven for a few minutes and they will be fine, this contradicted her insistence that they were all properly baked. I told her I couldn’t do that as the breakfast was over but that I would send some back for her to just look at.

She agreed to have a look at them and my husband took some back as I was busy preparing the lunch for the conference.

When he got there I am sure she noticed the huge difference between the properly baked ones and underbaked ones but she did not apologise and agree that some batches had not been baked long enough. She quickly refunded the ‘example’ quiches and said the issue was now resolved.

I sent an email to Food *****s Market Customer service department to inform them about what happened, all they did was get Lucy to call me. I told her I would prefer to deal with head office or the regional manager and not with her or her boss. It has been two weeks and the regional manager still has not contacted me.

In the future I will not be supporting Food *****s Market if this is the way their employees treat customers.