Unacceptable Service & Misleading Information
I am writing to make a formal complaint about the extremely poor service I experienced today.
I placed an order and waited over two hours for my food. When the expected delivery time passed, I attempted to contact the Fulham branch seven times, and not once did anyone answer the phone. Being completely ignored after such a long wait is unacceptable.
I then called the Tooting branch, who did answer, but shockingly told me they do not have the Fulham branch phone number and suggested that I search online myself. It is completely unreasonable that one branch cannot contact or provide details for another branch of the same business.
To make matters worse, your opening times are inconsistent and misleading across all platforms.
Your flyer states 10:30, your website says 11:00, and elsewhere it says 12:00. Customers should not have to guess when your business is actually operating. This lack of basic organisation and communication is unacceptable.
After waiting for hours with no support, no updates, and no accountability, I have been left hungry, frustrated, and forced to order food elsewhere. This has been a complete waste of my time and a very disappointing experience.
This level of service is far below what customers should expect. I would like:
A clear explanation of what happened
A refund (if payment was taken)
Immediate action to fix your contact information and opening hours so other customers do not experience the same situation
I expect a prompt response.
