Operation Falafel — Restaurant in Dubai

I recently visited Operation Falafel and ordered 4 pieces of Falafel Pita, which cost me 12 AED each, totaling 48 AED. Shortly after placing the order, I noticed a special combo offer displayed at the counter: 2 Falafel Pitas with French fries and a drink for just 22 AED.

Unfortunately, the staff did not inform me about this offer when I placed my order. When I requested to cancel the order and avail the combo instead, they refused, which was disappointing. It’s basic customer service to inform diners about ongoing promotions, especially when it's clearly displayed at the outlet.

Moreover, there was a 20% cashback QR code on the billing counter for CASH BACK, but when I inquired about it, the staff had no idea how it worked. If promotions or cashback options are advertised, the team should be trained to assist customers accordingly.

In summary:

Great food, but customer service needs improvement.

Staff should proactively inform customers about offers.

Promotions like cashback should be clearly explained and supported by staff.

I hope management addresses these concerns so future customers can enjoy both the food...

🤢🤢 THEY SENT ME A FROZEN FOOD FROM THEIR PREVIOUS NIGHTS!!!

The delivery took exactly 11 minutes to reach because I live just near Festival city.

When I received the food, the food was frozen but slightly getting unfrozen. Like outside the meat was wet from being unfrozen but inside was still frozen 🤢

I cannot believe how you disrespect us like this. Shame on . Waste of money, waste of time ( it took me one hour to follow up with careem and this place ) .. I also my appetite .

I throw the food out in trash if anyone eats that you will get sick without a doubt. Imagine eating meats from a day or two day ago .

Shame on you.

( in close up pic you can see the sauce is completely attached to the meat ) see the meat condition in the picture and you’ll know why I had to throw it out .

My careem...

They sent a chicken falafel slider instead of a vegetarian one. As a strict vegetarian, this was against my personal beliefs. I ate two of them before realizing the taste was different and not what I expected. It’s quite disappointing that a large restaurant chain could make such a mistake. If they’re unable to handle orders properly, perhaps they should reconsider their dine-in and online operations.

They offered a replacement free of charge, but honestly, I don’t think that fully addresses the issue. It’s frustrating, and I hope they take better care...