Aspendos — Restaurant in Dover

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...

I understand that things go wrong but how you rectify mistakes means a lot. Sorry but you have lost our custom.

I have been a regular customer of Aspendos even before they opened the restaurant in Deal, often visiting the Dover and Folkestone restaurants. The service and food has always been outstanding which included Deal.

This was until we had an issue with a takeaway a few months ago. We had ordered a large meal as a birthday celebration, it arrived over an hour late (which was fine if they needed more time due to it being a larger order) however items were missing and food was cold. We called and advised of the issue which they were apologetic and wanted to resolve. We advised we couldn’t wait another 90 minutes but were assured by the Manager that it would be cooked fresh and personally delivered by him as a form of apology, just give them 20 minutes. The service had always been good so had no reason to doubt them on either front. An hour went by and still no food, so called Aspendos Deal again. The male manager we had spoken to on the phone previously was unavailable to come to the phone, so I was passed to a female manager who told me the food would be there shortly. I advised it was too late, now nearing 3 hours since we ordered, we’d had to cook food for the children and had basically lost faith in receiving the food warm and in a reasonable time. We simply wanted them to not send the food and issue a refund. We were told the restaurant doesn’t manage the online orders (even though we had ordered with them directly and not a third party delivery service) and we would have to use the contact form on their website to request a refund and she hung up the phone. Shocked at this level of service and after no response from multiple contact attempts in the past 3 months, I’m now in the process of claiming back the £90 via my credit card company. I’ve even visited the restaurant and have been turned away by management saying they can’t credit for online orders at the restaurant and that someone will come back to my online contact form as soon as they can.

Update: five months on and still no reply to our submissions via their contact form. Seems they have no intention of attempting to rectify the situation or even a simple apology....

When I called to book a table and was told they closed at 11pm but they would be out by 10:30. I should've guessed it would not be a perfect night. Arrived and was seated in a light, bright restaurant with young, freindly waiting staff. Issue 1...we ordered drinks as soon as we sat down. Over the next 15 minutes different staff repeatedly asked us what our drink order was as they couldn't find it on the system. Issue 2...only half the starters arrived, the second half arrived a good 15 minutes later. Part way through we were asked if they could bring our main course. Not yet we replied. 5 minutes later we were asked again. Issue 3...the Kleftico. What a disappointment. Yes, the lamb was tender. Sadly it and the accompanying sauce were tasteless with and unpleasant orange coloured 'water' slopping about in the bowl. It was a miserable dish. When a young waiter asked me if it was OK and I said know his response was ' I'll take it away as it depressing looking at something you can't eat"! I asked him to inform the manager, which he said he would do. The final issue...the smell of disinfectant filled the air as one of the waiters started to mop the floor getting closer and closer to where we were sitting. Obviously they were in a rush to get cleared up and out by 10:30. I asked for the manager. He said that they were mopping up a spill. Odd as the last people had left that area at least 20 to 30 minutes before and all the tables had been cleared and relaid. He told them to stop and stay away from us. I asked if my comments on the Kleftico had been passed on? No, but I'll take it off your bill. As he walked away another waiter started to mop on the opposite side of our table and another started to sweep under the banks of tables . Someone asked them to stop so they walked off leaving both mop and broom leant against the table they were cleaning around. At this point we asked for our bill and left. I don't think I've ever felt so 'in the way' and disregarded in a restaurant before. Tonight may well have been an exception to their normal level if food and service but I'll never know as I'll not...