1 /5 Shakila Ahmed: I order from this Indian restaurant very frequently and usually spend around £100 per order, so this experience was extremely disappointing.
I placed my order early, knowing full well it was a Friday evening and that it would be busy. When I ordered, I was told on the phone it would take up to an hour, which was completely fine. However, after an hour and a half had passed with no delivery, I had to call the restaurant myself. It took several attempts just to get through to someone. When I finally spoke to a lady, I was told they were very busy and that the food would be another 10 minutes.
After waiting an additional 20 minutes, I had to call again to check where the driver was. I was then told the driver was “on the way,” even though the restaurant is only about a 5-minute drive from my home. In the end, the food arrived nearly 2 hours late.
To make matters worse, some of the food arrived cold and hard, which is unacceptable after such a long wait. Throughout the entire process, I had to chase the restaurant for updates, and there was no apology or acknowledgment of the delay at all. As a regular customer who orders often and spends a significant amount each time, I expected much better communication and basic customer service.
I understand restaurants get busy, especially on Fridays, but honesty, proper updates, and a simple apology go a long way. Sadly, this experience has really put me off ordering again.
