Kebab Palace Mangal & Pides — Restaurant in Brisbane City

I have been a regular customer but today it’s been a worst experience with me. I ordered chicken shish grill plate and the chicken was burnt and it was clearly visible. I called one of the person from kebab palace and have a look. He Kept on arguing that did not admit it that it was over cooked. He can replace it but it will be overcooked. With lots of arguments, I asked for a refund. I will never go this place anymore. Such a terrible experience after being a regular customer for many years.

This is a response of your reply

Unfortunately, you are unaware of the complete story. You only judged and took a decision based on when I came inside the shop and was talking with that staff member.

I ordered food at Table 11 which is outside the shop. When I got my order then I requested a staff member to look into it. He looked the situation and I explained that it’s burnt and your staff member started arguing with me without resolving anything and between arguments he become rude and said to me a bit loud “YOU ARE REGULAR CUSTOMER” which I got angry and said that I will not eat this burnt chicken as I don’t want to take any risk on my health which he did not pay any attention and continued arguing with me. I got angry and left the place and he did not even bother to stop me and to compensate anything. Later I figured out that, this is not even fair to me who is a regular customer and came inside and went straight to that staff member.

I must say this is not a customer service. This is a statement and customer right from Australian Consumer Law. Please have a look and update your knowledge.

“If a customer is unhappy with their food, a business may offer a refund, compensation, or a combination of both. The specific course of action will depend on the severity and nature of the issue. Generally, a business has a duty to provide a reasonable solution if a product or service fails to meet consumer guarantees.”

I must say based on the burnt chicken and low standard food quality you are obliged to compensate or give me a refund.

In my case, when I mentioned issue, that staff member started arguing and became rude. I should have taken a picture and it will be clear that it’s burnt. I have been eating charcoal grill for many years and never complained. But yesterday 18th May, the food was not up to the standard and that staff member was arrogant and rude.

I have not threatened to give a 1-star review, unfortunately it’s a complete lie. I said that it’s a pathetic service and will not come to this place anymore.

I have not used any abusive language. You have forgotten that how rudely and aggressively that specific staff member closed the money till that is against the customer service. I must say he was very arrogant and rude while knowing that I am a regular customer. Please read the Australian Consumer Law and update your knowledge that how to treat customers. That staff member was trying to be a tough guy and nothing else.

I am highly disappointed by the customer service provided by Kebab Place. Unfortunately, no respect for customers.

Being a regular customer have you ever thought that why I acted first time like this? because you did not know the complete story. It’s sad and unfortunate that how you are hiding the poor customer service provided by that specific staff member. I must say this type of service and attitude will not lead your business and that staff member...

My friend and I were looking for a quick hot lunch. We were looking for a kebab shop and eventually found it off a small dirt car park at the back and via a ramp. We were intially very unimpressed with our surrounds as everything seemed disorganised and dirty in the shopping square. On entering the shop it was clean and there was some great things on offer.

The kebab shop was terrific inside well laid out it and spacious. It had booth seating and also tables. At the front there was a domed wood-fired oven and a big long counter with four staff members in black aprons.

The menu is quite extensive. It is displayed overhead with photographs as well. There is a terrific variety of hot foods. This includes middle eastern kebabs, pides, golzeme, Italian pizza, American burgers, salads and hot fries/chips too. There is a drinks fridge stocking Bundaberg and other soft drinks and fruit based mineral water drinks.

Displayed under the front counter was six types of Middle Eastern sweets, ie nut and syrup type with walnuts, almonds, pistachios chocolate, eccetera. They looked great and we weren't disappointed, perhaps a little overly sweet... but certainly fresh! We ordered a box to take away. I ordered a chicken kebab and my friend ordered a lamb golmeze as we needed a quick takeaway. They were both hot yummy and flavourful. The variety of toppings for the hot food, including ingredients such as prawns, was very refreshing to see.

There was one negative at the end of our visit that spoilt our visit. I had particularly enquired to order something that was quick as we needed to get to an important appointment ( for surgery) and gave her, the lady taking orders, the time line. While the lovely lady on the counter assured us there was no problem with our choice, this didn't seem to translate to other staff members.

After waiting for a long time and finishing our drinks and part of the sweets to compensate for the wait I enquired about the remainder of our order. I was meet with blunt repeated questioning 'what time did I arrive? ' instead of efforts to fulfil how order or report the progress of our order or any other helpful or reassuring comment. I explained that we had been assured that our choice prior to ordering were foods that would be prepared to quickly and within our time frame. No one seemed to know where the remainder of our food was.?? After no response or action, I asked for a refund which was ignored. Unfortunately there was no quick response forthcoming. We sat again and waited further and finally the last over order was shoved at us across the counter. Along with that came undesirable expressions from some staff seemingly blind to our initial needs and requests and the long wait.

There were only two other people at a table in the shop when we came in, so it would seem there was not a backlog of orders. I noticed nothing cooking on the any of the grills.

Unfortunately we couldn't enjoy our food much after that mainly due to time limitations... trying to eat while driving... but the food was good quality . I would have liked to have given this place five stars. Having said that I would go back again if we were in the area and wanted...

Edit: I would like to confirm that there was no attempt to call the number provided. We were in store within 15 minutes of placing the order and on our phones the entire time we were waiting, meaning if there was an attempt to contact us we would have known about it. We also went straight to the register and informed the worker that we were here for that specific order so I don’t understand why it wasn’t addressed then regardless. Once the second worker did inform us of the issue, he specifically stated that they marked the order as ready so that he could communicate the issue. Not once saying that there was any attempt before hand to call us. This was my friends’ first time attending your restaurant and they already expressed they don’t want to go back, though I know being as busy as you are, this probably won’t actually make any impact on your business. I hope you can understand that though the issue was resolved in the end, trying to insinuate that we should have answered the phone when you made contact (which you did not), makes an already bad experience even worse.

I just had a disappointing experience at Kebab Palace due to poor communication and inefficiency. My friend placed an order that included a wrap that needed to be dairy-free. Despite providing our phone number when placing the order, they waited until we arrived at the store to inform us about an issue. My friend told the worker at the register the order number and she said it was still being prepared. After waiting for 20 minutes, a second worker finally assisted with the registers, as it was busy.

It was at this point that the second coworker realised there was a problem: the chicken in the order wasn't actually dairy-free. Rather than offering alternative options, he simply asked us what we wanted to do about it. It felt like we had to take the lead in figuring out a solution, and after some back-and-forth, we finally settled on a meat that didn’t contain dairy in the marinade.

The entire process took about 45 minutes, and by the time we received our food, the kebabs from the first order had gone cold. The lack of clear communication, especially for online orders, was frustrating. More attention to detail and better coordination are definitely needed, as waiting that long for food and not being proactive with addressing dietary restrictions was...