Bell Pepper — Restaurant in Dublin

I have ordered here many times over the last couple of years, and have always been satisfied with the food. Occasionally there would be an issue with the order, but had no major issues.

3 weeks ago I ordered food for myself, my wife and my mother. One of the main meals was left out. I called up and was told that they were very sorry and that they would give me 20% off my next order and would send out the missing item asap. I was satisfied with this resolution.

However, I contacted them tonight to make an order. I spoke with Andrea who told me that the 20% discount was not on the system and that there was nothing she could do. She asked me when the previous order was and when I told her she scoffed saying that it was nearly a month ago. (How often do people usually order take-aways!!) I explained that I was not given a time frame within which to use the discount. She still insisted that it was tough luck and that I would have to pay full price.

After a few minutes going back and forth she asked me to wait a minute for her to make a phone call. (There was no manager present, I had already inquired). When she came back to me (I was not waiting long), she told me that she has phoned the OWNER and that I would NOT be getting the 20% discount.

You would think the least they could do would be to check the previous order to see if there was an issue. Then confirm that no order has been placed to the same address in the mean time in which the discount could have been used. This is laziness at best and contempt for your customers at worst.

I will certainly not be ordering from this establishment again.

[Edit in order to respond to the owner]

I have the phone conversation from the 14th of October and today's conversation recorded as proof. Would you like to hear them?

[2nd Edit to include transcribed phone conversation]

Transcribed from the phone call at 20:33 on the 14th October 2018.

Female voice: Hello, Bell Pepper. How can I help?

Me: Hi. I placed an order online and there’s some stuff missing.

Female voice: Oh, yeah? What was the name of the order?

Me: Brian Cahill.

Female voice: Yeah, what was missing in it?

Me: The vegetable spring rolls. It’s supposed to be a double portion.

Female voice: Is there … Is it just in one box, you got three?

Me: Yeah.

Female voice: Okay, right. One second.

Female voice: Yeah, sorry about that. Can I just put it on your account that you get twenty percent off your next order?

Me: Erm… You’re not going to send around the spring rolls?

Female voice: Sorry?

Me: You’re not going to send around the spring rolls?

Female voice: I’ll check what the manager says, one second.

Me: Thank you.

Female voice: Yeah, he said we’ll send them out now. That’s no problem.

Me: Okay. And twenty percent off the next order as well?

Female voice: Yeah, yeah. It’s both, yeah.

Me: Okay. Thanks.

Female voice: Okay, grand, thanks. Sorry about that, now.

Me: Okay, cheers,...

ordered here many times and been impressed by how big their portion sizes were. When i ordered a spicey box on MANY occasions i have always asked for it with no potatoe and it was always full to the top with just chicken...so tonight when i got my order of 2 spicey boxes they were not even half full with only about 9 pieces of chicken in them. After spending 16 euro( full price) on the 2 small boxes as it is, youd expect them to fill it with the chicken. This wasn't even what annoyed me ..when i rang back and explained hoping that they had made a mistake that they actually couldnt of sent this for real and charged 8 euro each for it? the woman on the phone was so rude and basically said i have never gotten a spicey box full to the top with chicken as they weigh their chicken so each box gets the same amount and i explained i had gotten it the evening before full of just chicken and she said i didnt, basically insulting my intelligence that i dont know what a box full and half full is haha if it was half full the night before why would i order it again ? she was patronising to put it nicely and when i said i would not be ordering again her reply was ok byeee .. Literally shocking to say the least such poor customer service. All other staff have always been so lovely and helpful if we ever had an issue which was rare but this person has turned me off ever ordering from here again i just wish she wasnt handling the phone tonight as the food can be lovely just let down by the portion size tonight which could have been resolved nicely and proffessionally if it werent for this rude...

TERRIBLE CUSTOMER SERVICE

We decided to splash out on a pricier than usual take away. On 26th Nov at 6:15pm we ordered 2 crispy chilli chickens. My partner ordered extra chicken +€3 for his portion. When our order arrived both chicken portions were the exact same with the exact same amount of vegetables. Portions were packed in the exact same size box with no markings to distinguish the difference between the two.

I rang the restaurant to explain what had happened only to be told we were in the wrong... that one portion did have more chicken. Complete lie. We were never asked for the order name or order number. When I raised this concern I was told she didn't need to as she "remembers" packing the order. We were then told there was nothing they could do and we could leave a message for the manager who will be in tomorrow.... what was the point?

Everybody makes mistakes, and I understand that maybe they forgot to give the extra chicken portion. But there was no intention to resolve the problem. Terrible customer service. For the price paid for the food I expect get what I ordered and a high standard of customer service, reflecting the restaurant branding.

VERY DISAPPOINTED, WILL NOT BE ORDERING FROM HERE AGAIN.

EDIT (IN RESPONSE TO THE OWNER):

-Your response further proves the lack of customer service and respect that your business provides. Very unprofessional to even suggest I am lying.

-May I recommend you mark the larger chicken portion to distinguish between which had the extra 70g. This would prevent similar confusion for...