What are customers rights regarding obtaining a refund from a takeaway restaurant?

ElasticKorma

We had a take-out meal on Thursday through hungryhouse from our usual place and the food was unusually inedible. I contacted hungryhouse who replied Friday saying they had spoken to the manager and he had said he would do his best to resolve the situation to our satisfaction. We heard nothing and decided to call ourselves. The restaurant manager was rude and had no interest in apologizing or refunding ANY of our money. He also said we were lying in order to get our money back and that we can do whatever we like but will never receive it. Whilst I could think of this as a one off and not order from there again , I also feel very angry at his attitude and I do want to take further action but I am not sure what I can do.

dmg24

Why was it inedible? Do you have any proof that it was?

ElasticKorma

There was far too much chilli in our dishes making it too spicy to eat and ribs were all bone and fat. Bearing in mind that we always order the same items we would obviously become aware of any difference, the heat was very intense and I love spicy food but this was unbearable.

HappyMJ

ElasticKorma wrote: »

There was far too much chilli in our dishes making it too spicy to eat and ribs were all bone and fat. Bearing in mind that we always order the same items we would obviously become aware of any difference, the heat was very intense and I love spicy food but this was unbearable.

There's nothing you can do if you don't like the taste of it. Put yoghurt in it next time it'll cool the chilli down a bit. The only reason it would be justified is it it tasted off, looked rotten or moudly or was cold and you would then ring immediately for a replacement or refund.

Ribs are mostly all bone and fat nothing new there. Maybe you are used to a higher quality batch where the ratio of meat to bone and fat is higher.

Just neg the restaurant and don't order again.

pinkshoes

HappyMJ wrote: »

There's nothing you can do if you don't like the taste of it. Put yoghurt in it next time it'll cool the chilli down a bit. The only reason it would be justified is it it tasted off, looked rotten or moudly or was cold and you would then ring immediately for a replacement or refund.

Ribs are mostly all bone and fat nothing new there. Maybe you are used to a higher quality batch where the ratio of meat to bone and fat is higher.

Just neg the restaurant and don't order again.

Any GOOD restaurant would accept a justified complaint, and deal with it in a professional manner.

A curry that you've had several times before being way too hot is a genuine complaint!

cardinalbiggles

pinkshoes wrote: »

Any GOOD restaurant would accept a justified complaint, and deal with it in a professional manner.

A curry that you've had several times before being way too hot is a genuine complaint!

Your right, what it actually costs for the food is a fraction of the price they sell it at, were it my resturant and someone who was a regular complained I would just give them something else, vouchers are a good way to make sure they come back and dont just take the money and run!

ps. hoypothetical, I dont actually own an eatery...