Fez Kebab — Restaurant in Bay of Plenty

Went just after 6pm on a Friday evening to buy two ice creams, one for my 7y old daughter who was with me.

One lady working behind the counter, the male manager was hanging new wallpaper and there was one other customer inside waiting for their order.

The lady was busy making up presumably telephone / online orders. She took our order straight away then continued with her kebab making.

After 5 mins waiting (and my 7y old asking how long her ice cream would be in the way that 7y olds do - not in an entitled way 😂) I asked the lady and she said 5 more mins.

So we popped to Fresh Choice to grab some milk and came back after 5 mins only to be told it would be another 5 mins. I asked why it would have been 15 mins to receive two ice creams and she said the order had to wait its turn and she was working her way through the orders in turn. Fair enough? Or annoying to make a young child wait 15 mins for an ice cream that would take one minute to create?

The manager could sense my slight irritation and came down from his ladder to assist. He too refused to make the ice cream, telling me orders must be made in turn, so I asked for and received a refund, leaving without the ice cream and hence a disappointed 7y old girl.

Was I right to do so? I’ll let you decide 😉

Further to the shop’s reply:

There was zero communication. I had no idea the lady was making the ice cream (round the side of the shop) at the time I received my refund. There was no communication at the very beginning that there would be such a wait for two simple ice creams to be made - who would ever think they’d have to wait 15 mins for two ice creams when a shop is practically empty?!

And the customer in there waiting arrived after us!

So apparently they can’t ’drop’ orders to make an ice cream. If it were my shop and a child was excited about their ice cream, I’d just do it, but that’s just me - I can be flexible. These guys have a rigid ‘computer says no’ approach. And they clearly don’t care about losing and not gaining new customers - an apology would be better for the readers of this to see!

I won’t be going...

Sadly I have noticed a steady decline over the last year or so in the quality of the food. I last went in at a time I would have expected to be a busy time for any food joint (dinner time 6pm ish) and got 2 mixed meat on rice dishes. There was no meats on the shawarma rotisserie machine so all meats must have been already cooked and shaved. The chicken I got was so dry it was almost inedible, the lamb was moister but still dryer that I would have hoped for so it had to have been sitting there for some time. The rice was mushy so also must have been sitting for a while. The service has always been good but if the food is not up to scratch then the service counts for little. I use to love Fez, it was my "go to" for a nice, tasty and healthy takeaway meal, but it has slowly taken a downward spiral in quality. This saddens me, I have held off writing something but nothing will change with we don't speak up. I hope it can return to it's...

We arrived just after 7pm and they had no chicken so we ordered Lamb Kebabs. Service was average with a very poor understanding of English. We also purchased some Turkish delight. Upon arriving home, we immediately found our Kebabs to be cold and flavours did not seem correct. The sauces appeared to be watered down and the wraps very chewy. Following dinner we then opened the Turkish delight hoping for a better experience. That wasn't to be. The most bland Turkish delight I have ever had. I seriously will never go back under the current ownership. I would recommend driving a bit further to get a way better experience. I dislike McDonalds but would prefer it...