Poor customer service, even poorer communication and rude staff. We ordered via Deliveroo at 8.30pm with an estimated arrival time of 20 minutes. We allowed around 45 minutes to pass before calling the restaurant for an update on the order’s whereabouts, to be told that it was 5 minutes away. After a further 20 minutes, the order still had not arrived and so we called again, to be told again that the order was 5 minutes away. After 5 more minutes and still no food, we decided to call Deliveroo who advised us that the restaurant uses private drivers and so they were unable to refund us. Deliveroo kindly contacted the restaurant for us who informed us for a third time that the order was 5 minutes away. After a total wait time of 1 HOUR AND 50 MINUTES, we decided enough was enough and called the restaurant to ask for a refund. The lady who answered the phone was rude and obnoxious and told us that it was not her responsibility to issue a refund, making no effort whatsoever to help us. I asked to speak with someone who did have this responsibility and finally, around 2 hours after we ordered, we were told we could be refunded.
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