"The restaurant was only about 7 minutes away from my workplace, so I expected the delivery to arrive relatively quickly—anywhere from 20 to 30 minutes, worst case being 45 minutes. After 45 minutes passed with no word from the restaurant, I called to check on my order. A gentleman informed me that the driver had left and that my food would arrive in about 15 minutes, which I thought was acceptable.
However, after an additional 30 minutes, I called again. This time, a lady answered and stated that the driver had just left, and I should expect my food in 7 minutes. This was confusing because the previous employee had said the driver had already left, so I didn't understand what was happening. Losing my patience, I asked if I could speak to the driver for a more precise ETA. I was again told it would be 7 minutes, so I decided to wait a bit longer.
After another 10 minutes, I called once more and spoke to the same gentleman. He reiterated that the driver would be there in 7 minutes. At this point, I was frustrated and asked for a refund since I could have gone elsewhere to eat by now. He informed me that I had to wait until the manager arrived to process a refund, suggesting that I just wait since the driver was already on the way. Not only had I not received my food, but I also didn't have my money back.
I insisted that I was not going to wait any longer and asked to cancel my order. After some time passed with no sign of the driver or food, I called again for an update on the manager, but he said the manager hadn't arrived yet. Out of curiosity, I asked what happened to my food, and he claimed he called the driver to cancel the order, which I suspect was a lie considering the whole experience felt like a series of false promises.
Frustrated, I decided to drive to the restaurant to get my money back in person since the phone conversations were going nowhere. In the food and delivery business, it's essential to factor in extra time during busy hours and communicate any potential delays to customers. This approach not only sets proper expectations but also makes the customer feel valued, increasing the likelihood of their return.
Based on this experience, I cannot recommend this place for delivery. I didn’t get the chance to try the food, so I can't speak to its quality, but when I visited, the appearance of the food did not impress me. If you decide to go here, I suggest dining in rather than relying on delivery."
