Overall 1
| Food 1 | Ambience 1 | Value 1 | Service 1
I placed a phone order for two chicken meals to be delivered to Edge Hill and was told it would take about 45 mins to deliver. 1hr & 15 mins later, I called the restuarant to check on the whereabouts - just incase the driver couldn't find us! The person on the phone, Margaret, said she was the owner of La Porchetta and told me very abruptly that it had already been dispatched. I mentioned that I was concerned that the driver was lost, even though we live on one of the most well known streets in Cairns, and she said she would call the driver to verify his whereabouts and call me back immediately. 15 minutes later, the driver arrived, even though I had received no call back! The driver explained that he had got lost on the previous delivery, so our delivery was delayed - unfortunately, that meant our food was cold & ruined. My salad had dirt & grit through it, and the chips were utterly inedible. The chiken schnitzels were also cold, which is extremely dangerous with poultry! I called the restaurant again, and again spoke to margaret. Perhaps it was because she was busy and not handling the stress very well, but she was again very abrupt on the phone to me. I mentioned that I was just making a civil complaint as I truly believe this is how you improve businesses, and I ensured that I was always courteous with her. She told me she could send out a replacement meal, but I mentioned I was actually not feeling terribly well from the first meal, and that being 38 weeks pregnant, I need to eat at specific times to curb my gestational diabetes. I thought that waiting for another hour or so for a replacement meal to be delivered would not be good for me or my baby. She said that there was nothing else she could do. I was quite upset with the rude response I had recieved, so I emailed a complaint offering Margaret contact me at a time when the restuarant was not busy so that we could discuss the matter without any pressure. She called me the following afternoon, however the rude attitude remained. She very hashly said that she had offered me a replacement meal the night before, and that I had refused. I corrected her, saying that I was unable to wait that long for the meal to be delivered, considering we had just waited 1.5 hrs for the first, and that I was actually quite apprehensive of the quality of the food being delivered. I mentioned that the meal cost in excess of $50, so certainly not what is considered "cheap", which is why I was complaining. If it had been, say, a $20 pizza, for example, I would not have bothered complaining. However, $50 is a significant amount to pay for two meals -especially when they are sub-standard! I suggested a credit note be issued to be used next time we went to the movies, to avoid the possiblity of recieving another botched delivery, and Margaret agreed, providing it was used within the next 2 weeks. I re-iterated that I am currently 38 weeks pregnant, and may go into labour at any time, therefore 2 weeks is not rea...
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