Dos Amigos — Restaurant in England

Without a shadow of a doubt the absolute worst customer service I've ever had the displeasure of receiving.

For context, I'd been ordering from Dos Amigos pretty regularly. I would order through their website, as I prefer to support a local business than go through Deliveroo/UberEats/JustEat if possible.

I wait an hour for my food to arrive on a Monday night, all the while I can't get in contact with them. When the food DID arrive, the driver didn't care about the wait, but hey, maybe they're busy? Takeaway drivers must get exhausted. I got my food in the end, so no worries.

Except my food was completely burnt, and absolutely inedible (see picture). I tried calling the restaurant 15 times, with absolutely nobody picking up the phone. I had to order food elsewhere, which meant I had to spend twice as much as I originally wanted.

I tried calling them the next day - no response. I went down the restaurant, with the uneaten order, only to find them closed despite their listed opening hours.

I then contacted DatMan, the company the handles the transactions for the restaurant. They couldn't help me, and referred me to FoodHub, which manages the order system (I think?). FoodHub were also unable to help me. It boiled down to refunds needing to be done by the restaurant, but as I couldn't contact them, I was left in the lurch.

The next day, the restaurant FINALLY answered the phone. I explained the issue, and how FoodHub told me that the restaurant needs to issue a refund. The guy on the phone told me he didn't know how, or didn't do it as policy (he wasn't very clear). Told me to contact FoodHub once again.

FoodHub told me the same thing they did before, and referred me back to the restaurant. This was after around two phonecalls and an in-app livechat, that were all equally unhelpful.

I called back the restaurant, and they fobbed me off and HUNG UP ON ME. I should mention they've hung up on me before about a smaller issue too. I tried calling them back, and they refused to answer the phone, as I'm sure they knew it was me.

I explained the situation to FoodHub, sent a picture of the burnt food to them, and they said they'd respond within 24-48hrs. Cut to 2 days later, and I find out they've done absolutely nothing. They once again refer me to the app, and the customer service chat says I need to resolve it with the restaurant.

I FINALLY call up FoodHub once more (twice actually, as I got disconnected the first time for some reason), and explain how an issue like this shouldn't take 4 days to resolve. The customer service rep said they will call the restaurant.

After 4 days, the restaurant agree to process the refund.

This shouldn't have happened, and both FoodHub and Dos Amigos caused me a ridiculous amount of stress just to get a refund for an inedible order. I'm sure they were expecting me to give up so they could keep the money.

The food is usually fine, but when things go wrong... man do they go wrong. DO NOT order with these people. If you must, order through Deliveroo or another service where you can claim your money back easier.

As someone who's worked in the fast food customer service industry, I can confidently say that the owners of Dos Amigos truly do not give a toss about their customers. I will NEVER order from...

One of the worst delivery experiences I’ve ever had. Ordered ahead of their opening - 4pm for a 6pm delivery. The delivery time keep getting pushed back. Around 6:40 the buzzer rang twice. The driver (UberEats) buzzed from downstairs and I buzzed him in twice.

Radio silence.

UberEats kept saying the delivery was in its way and kept pushing the delivery time back. Again and again. I called the restaurant. The call got disconnected. I kept trying to connect with UberEats. They kept saying the order was on its way so I couldn’t speak to anyone.

45 minutes later….

The concierge knocked on my door asking if the food downstairs was for me. A driver left it downstairs even though they concierge told him he could go into the building and knock on my door to deliver.

UberEats did NOT show the order as delivered so I had NO idea what was going on. The food was ice cold, except for the ice cream which was melted.

Still CANNOT speak to UberEats. Called Dos Amigos again. They believed the driver wiki said he called 5 times. He never did.

Thank you Dos Amigos and UberEats for stealing my money and...

4 stars for the food, 1 for the delivery service. It's decent food - good portions at a reasonable price. It doesn't exactly transport me to Mexico but I don't expect takeaway in Brighton to do that.

The delivery service is a mess though. Several times my food has been really late and I've had to chase it through the app, call, etc., sometimes with success sometimes not. Looking at the other reviews here it's a clear pattern - they really need to sharpen up their delivery game. I've also not seen any sign that they really seem to care about the fact they're letting customers down repeatedly on delivery, which is a bit of a red flag to me. I won't be...