There's nothing too surprising about a man calling to complain that he's been sold a pizza without toppings. As he says in the video, it's "just bread," no cheese or tomato sauce to be found. Mistakes happen, and that's why the customer service rep was quick to offer a free replacement without giving much thought.
But, alas, this is Britain, so even a simple complaint call turns out to be moronic. You see, there was nothing wrong with the man's pizza—he just opened it upside down. Then the fool has the nerve to demand that pizza boxes come with operating instructions.
Only in the UK, folks!