Kaspa's Lewisham Just Eat order comes with 'bug' in custard

Hungry Sophia ordered a hot apple crumble and custard with a berry lemonade bubble slush from Kaspa’s Desserts in Lewisham last Friday night.

Despite living in Greenwich, she placed the £13.90 order on Just Eat from the Lee High Road Kaspa’s branch because their menu took more to her fancy than one nearby.

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But, Sophia says the order “was a disaster from the start” and instead of being satisfied, her sweet tooth was repulsed when she found a “bug” in her cold custard.

She told the News Shopper: “I opened the lid of my custard and just under the surface of the custard I could see a discolouration.

Kaspa's Desserts in Lee High Road, Lewisham

“Immediately my head went to the worst place praying it wasn’t what I imagined.

“I put my spoon in to move it slightly, and all I could see was legs.

“I was repulsed.

“I literally had to stop myself from throwing up I felt so ill.

“I don’t like creatures anyway but the fact I found it in my food almost gave me a panic attack.”

Sophia says she had already complained to Kaspa’s about her dessert being cold and her drink having being split just before her deadly discovery – but this didn’t stop her from calling them a second time.

She explained: “I phoned Kaspa’s and spoke to the assistant manager that evening.

“I had previously spoken with him about the problem with the rest of the order so I didn’t want him to think I was making this up because of my earlier complaint.

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“I started by saying I couldn’t make it up if I tried, and I was quite angry but it’s because I wanted to cry and vomit at the same time because of how disgusted I was.

“I told them I can’t believe that this is what they’re serving to customers, but all he could offer me was an apology, and to ask for a refund from Just Eat and to order more food.

“I asked him if he’d lost his mind – I will never order from them again and they shouldn’t be serving customers.

“He tried to reassure me that another order would be okay.”

An angry and emotional Sophia says she didn’t actually know what she wanted the resolution from the manager to be – but that what he was suggesting “just wasn’t good enough” due to the nature of the problem.

She continued: “Offering me more food from a restaurant that gave me food with animals isn’t acceptable.

“He said he doesn’t understand what happened because it was poured fresh.

“I told him nothing is fresh when it’s got dead animals in it.”

After 15-20 minutes on the phone, Sophia says the manager took her details and told her he will meet with her at the restaurant when she’s next passing.

But Sophia still wasn’t happy, and says she felt like this was “only to stop her reporting it”.

She said: “I don’t want to go to the restaurant, but I also don’t know what I wanted because I was just so angry and physically repulsed.

“I have told the customer service team and they didn’t have much to say apart from that they’re sorry and will look into it.

“It seems like a brush off and doesn’t feel like it’s taken seriously.”

Sophia got her refund for the food and drink from Just Eat, but has still had to pay the £1.60 delivery and service charge fees.

“It wasn’t Just Eat’s fault, they didn’t put a bug in my food,” she said.

A Just Eat Spokesperson said: "At Just Eat, we always want our customers to have a positive experience when ordering their food online.

“Whenever a customer is dissatisfied with their order, we will always take steps to address this. We are sorry to hear that in this case the customer's experience fell below the high standards we hope to deliver.

“We can confirm we have already processed a refund for food, and we are investigating what happened with this order."

Sophia added: “I don’t even know what the animal is to be able to identify it.

“Kaspa’s kept telling me to take it out but I said no I can’t touch it.

“I was so physically repulsed.”

Kaspa’s has been contacted for comment.

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