An Edinburgh Pizza Express boss has hit out at a negative reviewer, after he claimed the guest said she 'couldn't be bothered' to receive better service.
The North Bridge Pizza Express location has earned a respectable three and a half stars on TripAdvisor on average, and are mostly praised for their food and atmosphere.
However, a woman visited the North Bridge Pizza Express in April 2023, and was disappointed with her service at the restaurant, claiming the staff were 'unapologetic' and of 'ill grace'.
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The restaurant-goer claimed that she waited a long time for her meal, and it was lukewarm when it arrived - and only received a small discount as a gesture of goodwill from the manager.
Writing on TripAdvisor, the woman said: "Very disappointed. Waited ages for our pizza and when it finally arrived it was barely warm. People around us who came in after us were served and had their food before us.
"With unapologetic and ill grace the manager gave us a five per cent discount. Won’t be back, spoilt a pleasant day."
However, the manager responded to this negative review, claiming that the woman was offered a fresh pizza or her original order reheated - but she refused to.
They also stated that the woman declined to speak to a manager, as she simply 'couldn't be bothered'.
In the response, the boss wrote: "Thank you for your unfair review Tracy. I can see this is your first review and you are off with a great start. Apologies that Pizza you received was barely warm.
"Our waitress apologised for this and offered you to make a fresh Pizza or heat up one you received, which would only take three minutes, but you have declined.
"You have also declined to speak to Manager as you said you couldn't be bothered.
"So we had no opportunity to fix our fault. Only thing you were bothered was a discount as this is what you have told our Manager when present the bill - 'there better be discount there'."
Overall, the Pizza Express on North Bridge in Edinburgh gains plenty of positive reviews, with one writing: "Both the waiter and manager displayed excellent customer service, making the whole experience most enjoyable. Grateful thanks in helping us use our Tesco vouchers."
Another added: "Visited with my wife and baby. Was very impressed with the service, the staff went out their way to make us feel welcome and help us to keep our baby happy.
"Food delicious and price reasonable as well. Would happily come back next time we are in Edinburgh."
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