A mum said she was appalled by a “freezing cold” Hungry Horse takeout meal she bought for her child’s birthday.
The woman from Coventry said she wanted to book a table at the Mount Pleasant, a popular pub in the city, but was told they were fully booked.
The restaurant, however, said they were offering a takeaway service, so she ordered two meals.
But when it arrived, the food was missing peas and sauce – and the woman claims it was “freezing cold”.
The local, who did not want to reveal her name, then called the restaurant and asked for a refund, but staff at Mount Pleasant told her they could not return her money.
The restaurant, however, offered a replacement meal for free if she wanted to collect another one.
The mum then uploaded a photo of the dish to the popular Facebook page “Rate My Plate”, where users show their meals for others to rate and comment on.
She told Coventry Live: “I called to book a table at the Mount Pleasant Hungry Horse for my child’s birthday. I was advised they were fully booked but were offering a takeaway service.
“I ordered 2 chicken New Yorkers with peas, this meal consisted of 2 chicken breast, wrapped in BBQ sauce, cheese and smoked bacon.
“It arrived without the peas and sauce….and pretty much most of the bacon, and the food was freezing cold.
“I called up to complain, they advised they were unable to give me a refund because it was a takeaway but if I wanted to drive back and pick up another one I could.
“No apology was given. I am still awaiting to hear back from the manager.”
Hungry Horse is a chain of 284 pub restaurants in England, Wales and Scotland and is owned by Greene King Brewery.
It says it prides itself on offering food that is “bursting with flavour and big on value”.
A spokesman for the Mount Pleasant restaurant said: “We understand the customer was disappointed to not receive a refund, but as we explained to the customer on the phone, as the order was placed through our external delivery partner they would need to contact the company directly for a refund and it could not be processed by the pub directly.
“However, we did offer to remake a replacement meal which the customer declined.”