Roma's Pizzeria

Business states that, unfortunately, there was a big misunderstanding with this customer. Business has directly contacted the customer and offered an apology. As a courtesy to the customer, business has also decided to refund the entire cost of the dinner.

Review: So I have had some poor customer service but my experience yesterday blows my mind. I had odered 2 lasagna dinners and took one bite and found what looked like a hair. It was later explained to me that it was a hair from the brush they use to clean oven. So the head cook came out and said "He would have another made and take it off my bill" I was okay with that now this is where I get insulted.As I go to pay for my food I realize I am being charged for the lasagna. The manager explains that they had only agreed to take them off my bill but since I wanted them replaced I was being charged them. I explained what I understood the cook to say and the manger said why would we refund you for food you are taking to go.I told her to provide good customer service.She then tells me and I quote "it's just a hair from the brush it's not going to kill you."Now I am fuming. I told her and I didn't not ask for it to be in my food. I frequent her restaurant and will not be coming back.She then tells me she can $10 off my bill.I explained its not that I am trying to get out of paying for food that I ordered so I paid the bill in full.After all that no apologies no nothing just attitude. The manger made feel like I trying to over on her establishment. I was not asking for anything any other restaurant would have done. As a matter of fact some places would have given me the entire meal for free.I was so appalled by the mangers comment that it was just a brush hair and it is not going to kill you as though it was no big deal. I have never been treated so badly. this occurred on 4/17 I arrived at 7:00pm and left arround 9:00pmDesired Settlement: I would like the establishment to look into what had occurred and provide a explanation as to how the item got into my food. I would also like a letter a response regarding how I was treated.

Business

Response:

Business states that, unfortunately, there was a big misunderstanding with this customer. Business has directly contacted the customer and offered an apology. As a courtesy to the customer, business has also decided to refund the entire cost of the dinner.