Red Rooster East Victoria Park — Restaurant in Western Australia

Horrendous customer service! Ordered a chicken, 1.5L drink, gravy and chips combo for delivery. Ordered chicken cut into 8 pieces (as per their options). Left VERY clear instructions for the driver (black car and black motorcycle in driveway - the only one on my street).

Driver came past. Missed my (the only lit driveway) 3-4 times until I walked out to the road to flag him down. Driver pulled up, handed me a bag out the window and drove off.

Immediately realised that my drink was missing, but driver was now 50m up the road and gone. Got inside and found the chicken (to be shared) was not cut as asked. Fortunately I can cut a chicken up.

Contacted the restaurant to complain (website only option) but got no reply, so had to drive to the shop to get a drink. Tried contacting the shop on two occasions to report the issue and have been ignored (had no response) both times.

This is REALLY poor customer service. Messing up the order is one thing and understandable, but the driver effectively tossing the food at me and driving off before I could check and the failure to even respond to my complaint/request for a call to discuss is reprehensible.

The order was placed directly with the store, so they can’t even blame the driver’s unprofessional delivery on being ‘an Uber Eats’ partner issue or similar, he was one of their own.

UPDATE. I’m writing this edit as a reply to the response below as I can’t reply directly.

I’ve already tried contacting you TWICE on the feedback link that you have provided and have been ignored - that is the main point of the complaint.

Asking me to contact you on a link that I’ve already been ignored by twice is only further demonstration of how unhelpful you can be. If someone actually checked the feedback, they will find my details and contact info...

Used their delivery service twice. Both times was horrible.

The first time was on the 8/11. I made the order at about 7:30 requesting my food asap. At about 8:20 I had to phone the store 5 times before someone finally answered. They said I should have my food in about 5-10 minutes and the driver is out delivering it now. I called again at about 8:30 (had to call 3 times before someone answered) and they said it had been delivered to me. After arguing they finally agreed to give me a full refund (refund still has not shown in my account) and resend the food out. Food finally arrived at about 9:00 and the chips stone were cold.

The second time my husband ordered for lunch today. We ordered at about 12:30 and requested a 12:55 delivery. Food arrived at about 1:15 and some of the order was missing. My husband called and complained and the manager told us our order was delivered correct. He argued and got up his email receipt. The manager was saying that my husband had not ordered chips when the reciept clearly said he ordered chips. They also forgot the coleslaw from my meal and they sent plain gravy rather than potato and gravy. After arguing the manager agreed to refund us.

I doubt we'll ever see either of those refunds and seeing the conversations happened over the phone we have no evidence that they promised refunds. Never using red rooster delivery again. And never shopping at this...

I'd like to say that this was a good experience but I would be lying. The restaurant is seriously understaffed with only 3 people on at lunch time. I have been waiting 20 minutes now for a red's box with people who have gotten here before me still waiting. They say "won't be too long" as long as 30 minutes isn't too long. I was here with a friend recently and had the same experience. Drive thru takes less time, but still 20 minutes. I submitted long detailed feedback last time and clearly nothing has changed. Maybe they'll notice this. When the parking is 30 minutes only, it's unfeasible. So if you want slow food, come here, but if you want fast food, go somewhere else.

25 minutes 30 minutes

A more complicated order who came in after me and after the lady who has been waiting 40 minutes, just received her large order while this lady who just got a snack sub and a 1/4 chicken and chips has been waiting longer than me. 45 minutes for that, how long for me? Let's wait and see.

35 minutes.

I feel like telling everyone who walks in the door to expect a 30+ minute wait, because it's true isn't it?

Oh hey a delivery order, let's see how long. 1:48pm

And we've hit 40 minutes! Silver car entering at 1:49, let's see when it leaves.

Oh and she almost gave my order away! 45 minutes later.

I'm fuming Delivery leaving at 1:58pm Silver car leaving at 2:14pm

Moral of this review:...