Mehmetefendi Omdömen 

Subject: Formal Complaint – Extremely Disappointing Experience at Whitechapel Branch

Dear Mehmet Efendi Management,

I am writing to make a formal complaint about an extremely disappointing experience my wife and I had at your Whitechapel branch.

We are regular customers of your Edgware Road branch and have always enjoyed your Kunafah, which is normally freshly prepared and served hot, with the cheese properly melted. Unfortunately, our experience at Whitechapel could not have been more different.

We ordered Kunafah and it was brought to our table in approximately three minutes. This immediately seemed unusual to us, particularly because we are very familiar with your product and know that at the Edgware Road branch it normally takes around 5–6 minutes to prepare fresh.

Sadly, once we started eating it, our concerns were confirmed. The Kunafah was cold inside, the cheese had not properly melted, the top layer was burnt, and there was an excessive amount of oil. Quite frankly, it was one of the worst Kunafah experiences we have ever had.

I immediately raised the issue with the gentleman at the cashier. His response was simply, “OK, I will tell the chef.” There was no apology, no attempt to rectify the problem, no offer of a replacement and, most importantly, no genuine concern for the customer experience.

The situation became even more frustrating when I said that I wanted to purchase some Baklava and asked if I could pay for it together with our existing order. I was told, “No, pay separately, it’s easier.” I found this response extremely unprofessional and dismissive.

I am not someone who normally complains, especially as we are regular customers of Mehmet Efendi, but the standard of food and the attitude of the staff at the Whitechapel branch were simply unacceptable.

A customer should not have to accept poorly prepared food, nor should they feel that their complaint is an inconvenience to the staff.

I strongly recommend that management investigate what happened at this branch, including how the Kunafah was prepared and the level of customer service being provided by the staff.

At present, based on this experience, I would not recommend the Whitechapel branch to anyone, despite being a regular customer of your Edgware Road branch. It is disappointing to see such a significant difference in quality and service between your branches.

I would appreciate a proper response from management addressing this complaint rather than simply being told that it will be passed to the chef.

I look forward to hearing from you.

Kind regards,

Thank you.

I left this shop feeling extremely disappointed and misled.

I selected a box of baklava that appeared to be a relatively modest purchase, only to be told at the till that it would cost almost £40. At no point during my visit did I feel that the final price of my selection was made clear to me before payment.

The business claims that prices are displayed on LED screens and that products are charged by weight. However, that does not change the fact that I walked away genuinely shocked by the amount I was charged. If a customer can reach the till and be surprised by a £40 total for a box of baklava, then the pricing information is clearly not transparent enough.

What makes this more frustrating is that I subsequently contacted the business directly, provided my transaction details, and requested that they review the matter. Despite inviting customers to contact them, I received no meaningful resolution.

The quality of the baklava was fine, but the overall experience was overshadowed by what I consider poor pricing transparency and an unpleasant surprise at the checkout. I would strongly advise customers to ask for the exact weight and total price before proceeding with any purchase.

I will not be returning.