Mimas Pizza & Pasta
4.5 ★
43 Google reviews
$$
145 NY-22 Ste 112, Pawling, NY 12564, USA
I am beyond disappointed with how this situation was handled.
My family has been coming here consistently 2–3 times a week, often spending $100 or more every week. We have been loyal, regular customers, which makes the way we were treated even more upsetting.
Tonight we ordered a chicken parm wedge, chicken alla vodka wedge, and a kids pasta. My 3-year-old daughter took a bite of the chicken alla vodka wedge and said, “Mommy, hair.” I opened the sandwich and pulled out a long black hair from inside of it.
I immediately called the restaurant to let them know what happened. I was asked to provide a picture of the hair and was offered another sandwich. After my 3-year-old had just bitten into food containing a long hair, the last thing any of us wanted was replacement food. Our appetites were gone, and I asked to have our order refunded.
Instead of simply apologizing and taking care of a longtime customer, I was told that only the sandwich containing the hair would be refunded, and apparently I needed to provide proof of the hair first.
So I literally wrapped the hair in Saran Wrap, gathered up our entire uneaten order, and drove it back to the restaurant.
Even after doing that, when I handed everything over, I was asked where the hair was. At that point I felt like I was being treated as though I was making the entire thing up. I cannot understand why I would fabricate something like this when my family has been giving this restaurant our business several times every single week.
What bothers me most is that this could have been resolved so easily. Mistakes can happen in any restaurant. I understand that. What matters is how a business responds when something does go wrong.
A sincere apology and a refund for the food we no longer felt comfortable eating would have been enough. Instead, I left feeling questioned, dismissed, and completely unappreciated as a customer.
It is incredibly disappointing that after being such frequent customers, this is how we were treated the one time we had a serious issue with our food.
They didn’t just lose our business for tonight. They lost customers who were there multiple times every week.
We will not be returning.
If I could give 0 stars, I would.
I have been a very regular customer here, ordering a minimum of 2–3 times per week and spending at least $100 a week. Unfortunately, after the way the owner handled our experience tonight, I will never return.
We ordered a chicken parm wedge, a chicken alla vodka wedge, and a kids pasta. My 3-year-old daughter took a bite of the chicken alla vodka wedge and immediately said, “Mommy, hair.” I opened the sandwich and pulled out a long black hair.
I called the restaurant immediately. Instead of simply apologizing and making the situation right, the owner asked me to send him a picture of the hair and offered to remake the sandwich. At that point, after finding a long hair in food my 3-year-old had already bitten into, none of us wanted to continue eating the rest of the order. I told him I did not want another sandwich and wanted a refund for the food. He told me he would only refund the one sandwich—and only with a picture of the hair.
Since apparently my word as a regular customer wasn’t enough, I actually wrapped the hair in Saran Wrap, packed up ALL of the food, and brought everything back to the restaurant.
When I handed it to him, one of the first things he asked was, “Where’s the hair?” It was incredibly insulting to feel as though I had to prove that this happened, especially after being such a loyal and frequent customer.
This situation could have been handled so differently. All I expected was a sincere apology and a refund for an order that my family understandably no longer felt comfortable eating. Instead, I was made to feel as though I wasn’t being believed and had to physically bring a hair back to the restaurant to prove what I was saying.
Mistakes happen. Finding a hair in food is obviously disgusting, but what has upset me even more is the way the situation was handled afterward. When a customer who supports your business multiple times every week calls with a legitimate problem, this is not how they should be treated.
I am extremely disappointed and disgusted by the entire experience. After being a loyal customer and spending thousands of dollars at this establishment over time, they have permanently lost my business over something that could have been resolved with a simple apology and appropriate customer service.
I will not be returning.
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