Had an absolute terrible experience with Aspendos Deal this evening, and feel like this needs to be shared.

Ordered online at 6:15, was told 25 minutes. An hour later it still hasn't arrived. Called twice to chase. Food finally arrived an hour and a half after we ordered. Food was cold and inedible so we called straight away to report this; was told to keep the cold order (which we binned most of considering it included sea food, meat and rice) and that they'd resend a fresh order. We were told an additional 40 minutes for this which we declined and asked for a full refund at this stage. The call was then passed to someone who said they were the manager, who was apologetic and said they'd personally deliver the food within 15 minutes. 40 minutes later and still no sign of the food so we call again and request a full refund which was again refused. We told them we'd be turning away the order when it arrived which we duly did. Still on the phone to someone who said they were the restaurant manager (who said that the previous manager wasn't available to speak to), they continue refusing a full refund even though we'd received inedible food. They then hung up on us saying that they were too busy and it was our fault for declining the food they had sent out.

We then drove down to the restaurant to try to resolve this in person to be surrounded by 4 or 5 staff members and still refused a full refund. We were told that they were confident in the food leaving the kitchen (agree the food has always been amazing) and but told us that their food is completely safe to eat cold. When we advised cold food was not what we expected or received in the past from them, and based on the restaurant prices charged it was not acceptable - their justification was "our take away prices are cheaper". The service was shocking and we are gutted that they haven't given us a refund despite giving them multiple chances to resolve, but after after two and a half hours and still refusing to refund us fully (we did eat the bread which we were happy to pay for) we were forced to leave with nothing and will be doing a chargeback via my credit card.

It's really sad as we've always spoken highly of Aspendos and recommended it, but the service we received tonight was shocking and I've lost trust in what was prior a really good restaurant. Please Aspendos review the customer service of your "management" (the front of house staff member we initially saw couldn't have been more helpful and professional. Shame that didn't continue) - if there was an influx in orders manage expectations, don't lie to your customers and certainly don't hang up the phone... Think we were more then reasonable giving them 3x the amount of time stated both times and then requesting a full refund when they failed.