Shalomee G

Pedros Pavillon

I am writing to formally raise a complaint regarding a very upsetting experience my family and I had with your Pedro’s Pavilion branch, both in relation to a food poisoning incident and the way the matter was handled by the store manager, Ronald. Recently, my husband became extremely ill after consuming a half chicken with rice purchased from your store. He experienced severe diarrhea and other symptoms consistent with food poisoning. We took him to the doctor, who confirmed that it was suspected food poisoning based on his symptoms. This was a very distressing experience for our family. Following this, the store manager, Ronald, contacted me regarding the complaint. During our conversation, I was shocked and disturbed when he suggested that I should have collected a stool sample from my husband while he was suffering from diarrhea in order to prove that the food had caused the illness. I found this request completely unreasonable, inappropriate, and insensitive. As a customer dealing with a family member who was unwell, I would not have known or expected that I needed to collect such evidence. Ronald also repeatedly denied that the chicken could have been the cause, stating that they had received no other complaints, despite my husband clearly displaying symptoms and being medically assessed. Another concern was his insistence that I did not have proof of purchase because I could not provide the original receipt. While I understand that I no longer had the receipt, I clearly showed him proof of payment on my bank statement, confirming that we had purchased the meals from the Pedro’s Pavilion branch. Despite this valid proof, he still seemed unwilling to acknowledge it, which added to my frustration and disappointment. The only solution initially offered was a replacement of my husband’s meal. Over the weekend, I decided to give Pedro’s another chance, although my husband understandably refused to eat from the store again due to his experience. We had originally ordered both a half chicken with rice for him and chicken strips with rice for myself. After my husband became ill, I discarded my own meal as well because I was too worried to eat it. When I called to arrange collection of the replacement meals, Ronald informed me that only my husband’s meal would be replaced and that my meal would not. I found this unfair, considering I had also thrown away my food due to safety concerns. I was not asking for additional free food—I simply requested that my chicken strips meal be replaced with a Viva meal instead. When I questioned this, Ronald imp**** that I was being greedy and only wanted free food, which I found deeply insulting. As a regular Pedro’s customer, I felt disrespected and unfairly judged. To make matters worse, he informed me that it was his day off and abruptly ended the call, which I found highly unprofessional and rude. I am extremely disappointed, not only by the food safety issue but also by the dismissive and disrespectful manner in which my complaint was handled. As loyal customers, we expected better treatment and greater care from your staff, especially management.