abrakebabra — Restaurant in North Island

Very bad customer service over the phone. When they are busy they do not focus on the order, hence they make mistakes and then excuses follow ... twice now.

Date: 8.07.2021 Hello Sir

This is my rebuttal to your defensive reply to my negative feedback yesterday 7.7.21 evening. Any good business establishment will take a negative feedback to improve their practices even better; instead but not surprising, you have taken no responsibility, given excuses and indirectly asked a regular customer to go somewhere else because you cannot stand negative feedback!

I am a regular client of Delivereasy … I order thru them 3 -4 times a week. From 16 May 2021 until yesterday 7 July 2021, the only reason I have ordered food from your establishment 7 times is because your joint is closest to my house and not because you serve the best kebabs in town; of course from now on I will order from Café Laz in Newtown (slightly far way but no problem) because not only their food is better, the people have excellent phone manners and provide superb customer service.

The first time I ever ordered food from your place via Delivereasy was on 16.04.21 (I have all Delivereasy order emails) … among other things the $69.00 order consisted of Supreme Iskander Large x 1, Chicken Iskander Large x 1 and Chicken Iskander Regular x 1 … when the boxes were opened that day I immediately saw the difference in quantity in the same sized 3 boxes – the Supreme Iskander had much more but the other two Chicken ones had the similar quantity, whereas one of the Chicken should have had more. That day too I rang your shop to let you know … I spoke to gentleman who at first said that the correct order was sent, but then another nice gentleman came to the phone and that person after consulting his colleagues actually admitted that a mistake was made and two regular Chicken Iskanders were sent that day … the person apologised and said even said that in the next order he will charge less to make up the price difference. I told him that mistakes do happen and not to worry about the extra charge of few dollars … we ended a very cordial phone call.

From then on, whenever we wanted to have kebabs for dinner the same type of orders of Large Iskanders (Supreme & Chicken) were placed via Delivereasy on 23.4.21, 28.5.21, 29.5.21, 2.6.21, 18.6.21 and then last evening 7.7.21. No complaint was made for the food delivered to us on these dates - 23.4.21, 28 & 29.5.21, 2.6.21, 18.6.21 – because the correct orders were delivered every time on those dates.

However, once again yesterday as soon as my wife and I opened the boxes we immediately realised that wrong order has been sent as both were regular sizes (Chicken & Mixed) and definitely not Large because by now we know very well the difference between your regular and large sizes, even though they both come in the same sized boxes. That’s why I rang to let you know but you insisted that the correct order was sent – which definitely wasn’t, so I hung up!

“Also to address your comment about us making a mistake, I checked the order myself and was no mistake, we always make the order with everything the customer has listed and it is very clear.” – So, what you said in your reply (copy and pasted here) is actually not correct because as humans we all make mistakes – the one who owes up to the mistake is the consummate professional!

You may again come up with more excuses and deny that wrong order was sent … but that’s OK! I wish you all...

Coming from a hospitality background I would say this place is a bit overrated. Have been to this places a few times and also ordered delivery etc. Overall, the food is good, but proportion is relatively small compared to other kebab place with the same price.

The service is a downside for me, been to the store number of times and never received a proper friendly service to be honest. I can completely understand it’s a busy place and we all get grumpy a little in that environment, but hey, that’s actually call unprofessional.

Last night when I went there, I waited 15mins to be served while I was the only one waiting to order, and got told it would take 30mins for food. I was fine and happy to wait as I understand it’s busy during dinner time. When I came back and waited for another 10mins, I asked how long it would take my order to be ready. And turns out they actually didn’t put my order through, as no docket was found. I can still take that as a mistake which happens occasionally, but it does made me felt upset.

However, after they found out they made a mistake. No communication was made, they just asked what I was after, and of course no apologize was made either. Got my food after few mins which that was quick. But yea, I pbly will not come back to this place again. The food is not worth of experiencing such low average customer service.

I have given myself number of times to try this place again and again. But it usually end up with disappointment. The place is really rely on it’s reputation they’ve built up throughout the years. It’s not going bad I don’t see it will go anywhere else...

What a waste of money. All our kebabs had the tiniest slices of lamb that we could barely see. I basically ate a $14 lettuce and carrot wrap and tiny handful of chips. Not good as it was when we last visited 4 years ago. All 4 of us had near meatless kebabs. Worst kebab ive ever had in my life in regards to having virtually no meat. Im shocked they even served us these. The nerve to call it a kebab and charge us for them with virtually only salad in them. I agree with the last few reviews on here that have said the same thing. Back to Melbourne for a real kebab. One where you can see and taste meat in it. Ignore the good reviews and save your money and go elsewhere. My meal was the large kebab. Plus an upgrade of chips and drink.=$19. Even if it were the small one, judging by other bad reviews , the proportion of meat is pathetic. All 4 of ours were a joke, No meat. Australian prices are no excuse either. We pay around the same, if not a tiny bit more, but ours have a good amount of meat. Any kebab ive eaten around the world have never been as bad as yours. Time you stopped making excuses and look at the continual reviews about your lack of portion sizes and quality and improve that instead. If you are the best kebab shop then I pity...