Prego Pizza - Dudley

I’m very angry , phoned over 2 hours ago and still haven’t received my food this is disgraceful tried ringing and the phone seems to be off the hook!

We have been using prego for a few years and had lovely food. However we will never use them again!! We ordered 2 pizzas tonight and waited a total of 2 hours for it to arrive. After 1 hour my husband rang and was told it would be another 30 minutes and if we have a problem to collect it , very abrupt! Waited another half hour, rang again and no answer finally arrived 2 hours after the order was placed.

This was the worst takeaway we have ever had. Do NOT order from here unless you want your food to be delivered late, cold, chewy and no refund when making a complaint. My partner and I ordered a meal for 2 deal and ordered the BBQ chicken pizza. The estimated time of arrival was 19:40. It arrived at 20:10 with absolutely no apology off the deliverer, although we are not holding him solely responsible. By this point, we were absolutely starving so willing to put the fact it was late to one side, opened up our food to eat. Everything was ice cold, not even warm. The chips were cold and like plastic, garlic bread was like cardboard and I now need to see my dentist after chewing the life out of the chicken strips. The pizza was also cold and totally flavourless. The only thing not ice cold were the two cans of orange tango which we put in the fridge to enjoy with another meal, not this one. I rarely complain but I was about to go to work on a night shift on an empty stomach so thought I would phone to make a complaint to get a full refund, the only thing we were after. I spoke to a girl, who was pleasant enough, who i explained everything to and that we would like a refund. She said she would speak to the manager. After enjoying listening to the conversation in the background between the two and hearing the occasional 'chuckle ', she came back on the phone and said that they can offer 50% off our next order. I explained that if that was all I was been offered in compensation for this horrific experience, there would be no next time. She continued to have a two way conversation between myself and the manager and then stated that they would send out the same order again straight away. I explained that this was not possible as I was going very soon to work a night shift and all we wanted was a refund. She explained that a refund was not possible as we had ordered through Justeat and said they do not get the money straight away and if we had of ordered directly from them, then they could give a refund. This made no sense to me as to why we could not get a refund now but said, okay then, we will wait for you to receive the money and you can give us the refund then. This was apparently not an option and went on to say they will send out a meal on other days....all we wanted was a refund, not another meal. She stated that they could not do this. If your food arrives and you find that it isn’t as good as you’d reasonably expect for the price, the restaurant is in breach of your rights according to the Consumer Rights Act 2015. When you accepted the restaurant’s service, you essentially entered into a contract with the restaurant. The restaurant should therefore hold up its end of the bargain and supply the service they described to you. The manager clearly is not aware of this. I work in the criminal justice system and can not stand injustice when we are in the right especially after paying for a substandard service and food. I went on to explain that I would have to leave a review in relation to our horrific experience if we do not receive a full refund, something that I have not done before and would otherwise have been reluctant as I am normally very laid back and easy going. They could not have been any less bothered about this and said that that would be fine. Be warned.

Ordered from Prego on a Saturday night big mistake. Order was supposed to arrive at 7:30 and never turned up. We called at 8:30 to ask where our food was and we were told it was out for delivery. We only live 10 mins away so it shouldn’t have taken long. Never turned up. We called again at 9pm to try and cancel the order since clearly it wasn’t coming. Were told we couldn’t cancel as it was on its way. Gave them the benefit of the doubt and waited 20 mins and then called again. The manager then checked the orders and was as confused as we were. I explained calmly what had happened and she said she would talk to the delivery driver and call back. Seemed hopeful. 5 minutes later we had a call back. The manager insisted that we had received the food at 8:10 and that the driver had gone to our address and handed the pizza to somebody. I reiterated that we hadn’t received any food so maybe it was taken to the wrong address? I asked if we could please have a refund, or even if the food could be resent since we were starving!! The lady started to get irritated with us and basically implied that we were liars and that we definitely received the food, and we could not receive a refund and then hung up on us. Why would we be calling the restaurant for over 3 hours if we had received our food?? It’s sad because we have been loyal customers for many years but please, avoid this place like the plague unless you want to be ripped off, hungry and called a liar by staff! Ordered dominoes instead. Came in 20 mins despite being a Saturday night. Pay more for quality, guys!

Food was delivered with frozen and with mould on, I contacted the store and I was told that a full refund will be made within 24 hours. No refund materialised, so I contacted the store again and the manager (or person claiming to be the manager) was extremely rude and aggresive.