HAVANAS Burgers and Shakes (Bristol Fishponds) — Restaurant in Bristol

We have been customers of yours for several years now. Normally you have been ok apart from the extremely long delivery times, considering we are only minutes up the road. Placed our latest order last night and I was extremely disappointed with how I was treated by one of the members of staff! Our order never arrived and when I called to ask for an ETA I was told it was already delivered. It was delivered to the wrong house and the member of staff repeatedly told me I was lying, that he knows best and he's delivered the food to the correct house and that it was definitely me he gave it too. After going back and forth with him telling him we have not got our order and I have CCTV to prove no one came here and delivered food, he then started raising his voice telling me I will not be refunded and he is right and I am wrong. Then he HUNG UP ON ME!! I then got in the car with my dad and drove to the shop to then be met with the member of staff in question who STILL accused me of lying about not receiving my order, even though he admitted I wasn't the person he handed the order too. Again we went back and forth about it and I even shown him my ID to prove I am who I am and he is wrong and that HE delivered my order to someone else. He still would not accept it!! My dad told him to go back to the house he delivered the order too and retrieve the order. The staff member does this with another delivery driver and low and behold, he comes back with MY order that he delivered to someone else. Only THEN did his attitude towards me change and I had proven him right the whole time. His customer service and the way he spoke to me was utterly disgusting!!! He really upset me to the point I actually went home in tears. Never have I ever had someone speak to me the way he did, let alone accuse me of lying and 'scamming them for free food'. You cannot tarnish people with the same brush! You did not follow the address instructions given and this was pointed out to you in person when at the shop! Yet I was still told that MY address was wrong and what address HE inputted on google maps was right! .. Was told we couldn't get a refund so instead waited in the shop for them to remake our order. To add insult to injury, the food was not nice at all, which just added to the awful night I was already having because of the way I was treated by the staff member. There was way to much feta added to one of the pizza's to the point it was too salty that it was inedible. And the ham on the hawaiian pizza was absolutely awful. It tasted really earthy and I question whether it was actually ham or not! The milkshakes were average - years ago these were amazing and flavourful. Now they barely have any flavour to them. This was once a really nice establishment, however my experience yesterday evening has made me seriously question whether I would actually come here again and instead use another local competitor going forward. I am hugely disappointed with how I was treated. You don't speak to people like that, especially young women. No amounts of free cans of coke would make the experience any better. Truly upsetting. The staff member in question was tall with glasses. You should be ashamed with yourself with how you speak to people. You either need to go on an intensive customer service course or you’re just in the wrong job! Years of customer loyalty now ruined by such...

I went down to Havanas to grab a burger and chips. Upon entering I asked for an 'angry fries' and a '8oz burger' with "ONLY TOMATO". I waited for my food and brought it home. As I was unwrapped it I discovered that the burger also contained mayo. Quite annoying, but, mistakes happen.

I called up to explain what has happened and the same lady answered the phone. It was then explained to me that I was in the wrong because I didn't mention sauces and that I was the one who was unclear. My bad, I can see how ordering a burger with ONLY TOMATO can be misleading. I have been to countless burger places and none of these have thought that I have been unclear.

I went back down to Havanas to get the correct burger and I was in for a treat as she gave me another lecture about how I was in the wrong with my order. To top it all off, she gave me the line " I am willing to make you another burger without charging you, so, APPRECIATE THAT".

Well miss, I won't make the same mistake twice, and by mistake, I mean visit Havanas again. So...

What an utter......disgrace. Pathetic excuse of a burger shop. Staff barly speak English and need to check every aspect of the order with the kitchen staff, as well as taking notes. Only to still get the order wrong. Burger it's self with chips and milkshake took no joke 45 minutes. I've prepared multiple burger and chips meals myself in a more time efficient way then this establishment. Cold chips, multiple other things threw into my burger with what looked like whatever mayo they could scrape out the jar. Burger it's self was tough, overcooked, unseasoned aswell as being tasteless. My milkshake was half ice cream half milk and I mean the bottom wasn't drinkable and the top leaked everywhere.

If your even close to this business please...