A restaurant in Penwortham was left baffled after receiving complaints about their pizzas on delivery – despite not being signed up to any delivery apps.
1260 Craft & Crust Penwortham opened on Liverpool Road in Penwortham in 2019 and serves Neapolitan pizza along with a wide craft beer menu.
Owners said the business has stayed away from delivery apps because the popularity of the site means that they don’t have the capacity – nor do they want delivery staff walking through the restaurant.
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But that has left a gap online which one New Hall Lane takeaway has filled – operating on JustEat under the ‘Craft & Crust Pizza’ name despite its shopfront showing a different name entirely.
A spokesperson for 1260 Craft & Crust told Blog Preston: “For the last month we have been receiving calls and messages at 1260 Craft & Crust complaining about delivery not happening and quality of the products being delivered.
“This is the first time we have had to deal with issues like this and we have been operating for almost six years.
“We’ve been receiving complaints that aren’t our business, having to repeatedly respond and clarify to people where they have ordered from and that it’s not us. People are spending their money and expecting the fresh quality we produce and what they are actually receiving is far from that. It’s impacting our reputation, word of mouth and people are wasting money on a terrible service and product.”
The owners made the trip to New Hall Lane and saw that the front sign of the takeaway trading on JustEat as Craft & Crust Pizza said USA Chicken.
When efforts to contact the business owner were unsuccessful, they contacted JustEat who ultimately advised that the New Hall Lane site would change its restaurant name.
An email from JustEat to the 1260 Craft & Crust owner, seen by Blog Preston, said: “As you may be aware, trademarks are vital legal registrations that provide exclusive rights to use a particular name, logo, or design within commerce. These legal projections are designed to safeguard intellectual property and prevent market confusion.
“Regarding your mention of the restaurant trading online that does not correspond to the one in store, we would like to clarify Just Eat’s policy on this matter. Our platform only permits business owners to list a maximum of two menus at the same physical address. This is to ensure that businesses listed with us are trading fairly and consistently.
“We are pleased to inform you that the restaurant in question is currently in the process of changing its restaurant name. This means they will no longer be using your restaurant’s name, effectively resolving the issue of brand overlap.”
Blog Preston contacted JustEat who declined to issue a formal statement but gave the same guidance as what was contained in the above email. Blog Preston did not receive a response from the New Hall Lane eatery.
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