I am writing to file a very serious complaint regarding my recent order, as this experience was extremely frustrating and unacceptable from start to finish.
First of all, my food was never delivered. I arrived on time and was already waiting at the entrance exactly as instructed, specifically waiting for my pizza. I did everything correctly on my end — I was present, available, and actively watching for the delivery. Despite this, the order simply never arrived.
What made the situation even worse was that instead of taking responsibility, the restaurant called me and tried to blame me, claiming that I “didn’t answer the phone.” This is completely untrue. I was standing right at the door the entire time, phone in hand, waiting for the delivery. No missed calls, no notifications, nothing. It is incredibly unfair and unprofessional for the restaurant to shift the blame onto the customer when the failure was clearly on their side.
On top of that, the customer service attitude was extremely poor. Rather than apologizing or trying to resolve the issue, the staff spoke in a dismissive and defensive manner, insisting it was my fault and offering no meaningful solution. There was no empathy, no accountability, and no effort to make things right.
Even more shocking, the delivery driver effectively stole my order. The food was marked as delivered, yet I never received anything. When confronted, the driver became argumentative and tried to justify the situation instead of acknowledging the problem. This behavior is completely unacceptable. As a paying customer, I should never have to deal with a driver taking my food and then acting entitled about it.
This entire experience reflects a serious lack of professionalism from both the restaurant and the delivery service. Between the missing food, false accusations, rude customer service, and the delivery driver taking my order, this was one of the worst delivery experiences I’ve ever had.
I expect a full refund and a proper investigation into both the restaurant and the driver involved. Customers deserve respect, honesty, and basic service standards — none of which were met here. I sincerely hope this issue is taken seriously, because this level of service is absolutely unacceptable.