Amala Sky — Restaurant in Lagos State

Amala Sky is good brand and it is impressive that the management is leveraging the nostalgia and memories associated with the brand to expand. However, as the company expands, there is need for serious oversight which appears to me to be lacking (remember the expansion and death of Mr Biggs). I made contact with the Amala Sky Orchid Road at 11:40hrs to order a delivery to the adjacent Estate (barely 200m away) and almost 2hrs later, the order team tells me they don’t know the location of the driver. Customers want a seamless ordering experience and speedy delivery. No one orders food 2hrs in advance before they are hungry…at the time of ordering, they are already hungry hence prompt delivery is the major performance indicator for your outfit here.

Here are some things management can put in place to measure performance and improve as necessary: Time taken to get orders out of the door: start tracking how quickly the orders you take are prepared and ready to go. How can you improve it? See 3 below. Track how long delivery takes and see what options you have to improve on those times. *Merging orders by sectors instead of giving all orders to one rider who has to travel opposite directions to make deliveries is a consideration here. Are phone-in orders taken by the same team attending to walk-in customers? If yes, consider separating them so the phone-in team can focus on your online customers…I have a sense they are the same because there were instances when the gentleman taking my order disappeared for minutes and came back apologizing. Better still, invest in an App to help improve customer ordering experience.

I love to see growth but I love to see consistent excellence more. All the best...

My worst experience at a restaurant.

I had the most disappointing experience with Amala Sky on Orchid Road, Eti-Osa Lekki. First of all, let me clarify that the branch on Admiralty Way, Lekki, is excellent — their food is amazing, and their service is commendable. However, the Orchid Road branch is a completely different story. Despite sharing the same name, they are worlds apart in quality, taste, and customer service.

I placed an order through their WhatsApp platform, specifying exactly what I wanted. They confirmed the order, charged me, and collected my money. However, instead of delivering what I ordered, they decided, without any consultation or communication, to send me something entirely different because they didn’t have what I requested. This was unacceptable. They made a decision on my behalf without informing me, and the substitute food they sent was terrible — nowhere close to the standards of their Admiralty Way counterpart.

When I reached out to them about the issue, they admitted their fault and apologized but refused to refund my money or rectify the order. Despite showing them proof of our conversation on WhatsApp, they still didn’t take responsibility for their mistake beyond offering a simple “sorry.”

This is unacceptable for a business. Mistakes happen, but the least they could have done was to refund my money or provide the correct order. Their lack of accountability is appalling, and I would strongly advise anyone to avoid the Orchid Road branch. Save your money and time — stick to the Admiralty Way branch if you’re...

With how yummy and tasty your meal is, bad customer service can ruin your business quickly especially when customers don’t come back to say how bad the customer service rep is cos they don’t have time and they will rather just move on to the next restaurant with a more courteous service …

The customer service lady that too my order today, N3,200 worth of yam and egg and I didn’t get my food after several hours , I called her to ask about my order and she told me they have 7 lines and I only ordered via WhatsApp with the main line , please , how do you have 7 different WhatsApp with one phone line?

She never apologized for the late delivery but kept telling me it’s not her fault that the rider is yet to deliver cos she has sent the order,

I further explained to her that she ought to check up with all orders sent out after a while to confirm if they have received the order but she kept screaming at me like her younger sister, this same rep took my order last week and said pounded yam wasn’t available then I asked her to confirm other meals that were available but up until today, she never got back , she just said hold on, I’m still holding on a...