Incorrect Order and Unacceptable Resolution

This is a complaint regarding poor service and the handling of an order error during my visit.

I ordered a Tikka Chicken pizza but was served a Beef Masala pizza instead. After consuming only two slices, my companion and I realised the order was incorrect and immediately notified the waiter. Consumption stopped as soon as the error was identified.

At that stage, no apology was offered. Instead, the waiter advised that the Tikka Chicken pizza had been given to another customer. This response did not demonstrate accountability for the error.

The waiter consulted with the manager, who then advised that if I wished to receive the Tikka Chicken pizza I originally ordered, I would be required to pay for both pizzas, despite the error not being mine and despite minimal consumption of the incorrect item.

An apology was only offered later when the bill was presented. By that point, the interaction had already been handled in a manner I found unprofessional and unreasonable.

While I acknowledge that operational mistakes can occur, it is unacceptable to expect a customer to bear the financial responsibility for an error made by the establishment. The proposed resolution was neither fair nor consistent with acceptable customer service standards.

This experience has left me extremely dissatisfied, and I believe it reflects a lack of proper service recovery procedures. I trust this feedback will be reviewed seriously and used to improve how similar situations are handled in future.