Poor excuse for expensive yet sub-par food

Having had excellent meals from Frozen For You in the past, I was very disappointed with a rather expensive dish I bought in December for a special occasion. I purchased a large 3.44 kg 8-10 person chicken lasagne, but try as we could, none of us could find a single sheet of pasta anywhere in the dish. The result was a sloppy mess on the plates as the lasagne had no form/structure, so it was not possible to cut it into neat servings.

When I complained about this via email, I received a response that the matter was investigated thoroughly and "It was found that the 3.44kg Chicken Lasagne contains only 2 lasagne sheets, which are barely visible due to the size of the dish. In contrast, the 430g, 860g, and 1.72kg sizes also contain only 2 lasagne sheets, but because of their smaller size, the sheets are more visible and add more structure to the dish. The size of the lasagne sheets used in all the different sizes of the Chicken Lasagne is the same. I hope this clarifies the situation and may help alleviate some of your disappointment or at least shed some light on future purchases. We truly appreciate your understanding."

Well, this pathetic explanation did nothing to alleviate our disappointment and is not an acceptable explanation at all. Why would you use the same number of pasta sheets in a 3.44 kg as you'd use in a 430 g dish?? That is not a reasonable explanation.

As I mentioned before, none of our party could find evidence of any pasta sheets at all in the dish.

Despite initially offering to replace the meal, after the so called investigation done, there was no further communication from Frozen For You and they clearly think that the above explanation is good enough and exonerates them.

I will no longer be buying food from Frozen For You after this experience. Their food is very tasty, but is NOT cheap, so if this is how they treat their customers when there is a genuine complaint, they don't deserve my patronage.