This place sounds a right shit-hole and its representatives a bunch of tossers. If it was me, I'd get my solicitor to write them a letter. Their tardy, careless, (almost indifferent) approach is a fine example of exactly how not to handle this kind of serious problem, and may be a symptom of underlying failures of management.
A couple of points: technically the copyright of their letter is theirs and I wonder whether they might try to claim that your publishing it causes them damage. I don't know, but you might want to think about it if you decide to pursue this.
secondly: I think that if the food was cold, overpriced and from freezer packs, you should not also complain that the portions were mingy but rejoice instead.
Best of luck with these useless plonkers and why not send their cheeky coupons to someone you loathe or are trying to get rid of?
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