Jerusalem Customer Receives Burnt Pizza With Hole After Two-Hour Wait, Delivery Service Refuses Full Compensation

A Jerusalem woman, identified only as C, ordered a pizza with cheesy crust and toppings from Hillel Pizza, expecting a timely delivery. After nearly two hours and two phone calls to the restaurant, she finally received her order through the delivery company Mishloha. Upon opening the box, she was shocked to find a pizza with a large hole in the center and a completely burnt crust and bottom, making it inedible.

In addition to the damaged pizza, C found two extra pizza slices in the delivery bag, which she had not ordered and was not informed about during her calls to the restaurant. She initially thought the delivery person might have eaten part of the pizza, but the presence of the extra slices indicated the restaurant knowingly sent the defective pizza along with these slices as a supposed compensation.

C contacted Mishloha’s customer service, which responded that the restaurant had informed her in advance about the delay and had provided the extra slices as compensation, thus refusing to offer any refund or further compensation. After escalating the issue to a human representative, Mishloha reiterated that the restaurant stood behind the meal and the compensation provided, advising C to address any further complaints directly to the restaurant.

Frustrated by the back-and-forth between Mishloha and the restaurant, C noted that Mishloha did credit her 35 shekels, far less than the nearly 80 shekels she paid for the pizza. She expressed disappointment that neither party took full responsibility for the poor service and product quality. The incident was shared on the Facebook group "How Does It Really Look?" where C invited others to share how they would respond to such a situation.

This case highlights issues of customer service, accountability, and quality control in food delivery services in Jerusalem, especially when delays and product defects occur simultaneously.