Complaint Regarding Foreign Object in Food

On March 13, 2025, we placed Order #332 for three half chickens from your restaurant. Partway through eating, I discovered what appeared to be a nail embedded in the food. This posed a serious health and safety hazard and caused significant distress.

I immediately reported the issue to Lihle at Pedros Cresta Crossing, expecting a swift and professional resolution. Unfortunately, I have been extremely disappointed by the handling of this matter. Instead of a meaningful response, I received a PDF dated August 2023, claiming the object was a lemon husk or seed. This explanation is unconvincing, especially considering the reactions of your staff, who themselves appeared shocked.

The issue was then escalated to the Regional Manager (+***3), whose response has been nothing short of unacceptable. After waiting a full week for his call, he was rude and dismissive. He initially claimed that he would conduct lab tests and DNA analysis to verify the object but has since failed to follow through.The manager on duty placed the nail in a small container as per the instruction from the Regional Manager. We requested that the nail be returned to us, as we intended to conduct our own investigation and, if necessary, send it to the lab.

On April 1, 2025, after receiving no feedback, we contacted him again. Instead of providing the promised results, he contradicted his previous statements, stating he had not conducted any tests and merely offered to show us another “husk” they found. Furthermore, he refused to apologize, claiming that doing so would be an admission of guilt.

This experience has been deeply frustrating. As loyal customers who have purchased from Pedros for years, this is the first time we have encountered such an issue. Instead of addressing it professionally, we have been met with rudeness, delays, and a complete lack of accountability.

I trust you will recognize the seriousness of this matter. I expect a prompt and satisfactory response detailing: 1. An official investigation into this incident. 2. Clear accountability from your staff, particularly the regional manager. 3. Steps you will take to prevent such occurrences in the future. 4. An appropriate resolution to address my concerns.

I hope you understand the severity of this situation and the importance of restoring customer trust. I look forward to your response.