Brick Wood Fired Pizza and Pasta

This letter is in response to the complaint letter you received dated October 26, from *** * ***.Ms*** placed an order to go at 7: pm on the 22nd of OctoberHer order was received in the kitchen at 7:18pm and her order was cooked at 7:45pmOur hostess was informed at the beginning of
her shiftto tell all customers placing to go orders that they will be ready in 30-minutesThe restaurant was extremely busy and we had to give a time frame as we have to take care of dining room customers first.Ms*** picked up her order at 8:pm and called back minutes later requesting to speak to amanager, although she would not state the nature of her problemMy hostess informed me that someonewas on the phone and I told her that I couldn't take the call at that time as I was extremely busy.Approximately minutes later, at 8:pm, Ms*** called back and I told the hostess to take amessageMs***'s message was that the pizza was cold and that she was staying at the hotel right nextdoor to our restaurantOur restaurant entrance is approximately feet away from the hotel as we sharethe same parking lotWhen I finally talked to Ms***, I asked her why she dido 't just walk back overto the restaurant with the pizzas so that we could take care of the problemShe responded that herchildren were hungry and ate all the pizzaShe also added that I had not called her back to instruct her todo thisI asked her why would she need me to tell her what to do when she was right next door and itwould have taken all of two minutes to walk over to the restaurantMs*** simply laughed at that andthen hung up the phone.Our restaurant processed over twenty (20) to go orders that night and we did not have one complaintMyissue with Ms*** is that I am not going to refund money to someone who claims her pizza was coldand then proceeds to eat the entire orderMs*** is expecting me to simply take her at her word eventhough she chose to eat the entire order and neglected to even attempt to have the problem corrected.Sincerely,Brick Wood Fired Pizza & Pasta