Urgent Complaint – Spoiled Food & Poor Service (Order #***, Pedros Grassy Park)

Urgent Complaint – Spoiled Food & Poor Service (Order #***, Pedros Grassy Park)

Dear Pedros Customer Service,

I am writing to formally raise a complaint regarding my recent order from Pedros Grassy Park.

On Friday, 28th March 2025, at 21:21, I placed Order #***, which included a paella and chili jalapeño fries. Upon receiving my order at 22:21, I immediately noticed that the rice in the paella smelled and tasted sour, indicating that it was spoiled. As someone who cooks daily, I recognize when food has gone off. Luckily, I did not share it with my sickly mother, as it could have posed a serious health risk.

I immediately attempted to call Pedros that same night, but they were already closed. The following day, I called again, and the first person I spoke to dropped the call. When I called back, I spoke to a gentleman with an African accent—possibly the manager—who promised to send a driver to deliver a replacement on Saturday. I thanked him and even mentioned that I work in a complaints environment with the Ombudsman and HelloPeter, so I understand the importance of customer service and ensuring fairness. He agreed with me, and I told him I had to go out but would wait.

I waited and waited—not only did he waste my time, but he also set false expectations. At that point, I was extremely frustrated.

On Sunday, I called again and spoke to someone named Kevin (if I remember correctly), who also promised a resolution. Later, I called again and spoke to a female staff member who said the matter needed to be escalated to the Operations Manager, who would contact me today.

To make matters worse, I used all my airtime trying to follow up on this issue, and still, I have received no resolution.

At this point, I have had enough. I do not want to keep speaking to different people and getting empty promises. You have wasted my money, my time, and set false expectations. If I do not receive a proper resolution via email, I will escalate this complaint to the Ombudsman.

I expect a response urgently, including how Pedros plans to address the spoiled food, poor customer service, and the cost I incurred trying to resolve this issue.

You can reach me via email at ***.

I look forward to your feedback.

Best regards, Jamie-Lee Daniels