Maple Kitchen — Restaurant in England

They had a 2 hour waiting time this day, I called and asked if it was right and they said they were short staffed so offered to cancel and refund which I accepted and ordered from somewhere else. Cancel never happened and refund never came. I spoke to Foodhub (where I ordered from) who said they can't refund without restaurant approval - Maple Kitchen say this never happened and that they don't have any record of my food not arriving. I have proof I rang them twice this night, spoke to a lady, knew they were short staffed, and even ordered the same meal from a different restaurant - still don't believe me. Would I really order the same thing from 2 restaurants the same night? I've now had to make a chargeback claim from my bank because I'm getting nothing from Foodhub or maple kitchen. Really sad because I order from here a fair bit and the food is usually decent but clearly they don't value customer service so I won't be eating here again. If you care anything about buying from people who actually care about you as a customer - don't...

Been going to maple kitchen for years everything has been ok until now, recently there seems to be an issue with timing. Tonight was too much.

Ordered tea via the website said 1 hour, waited an hour and half (understood they would be busy with it being bank holiday), rang to ask for an upset to be told the food is just cooking and the receptionist wasn’t very helpful or polite. I decide to go and collect. Wasn’t happy it was only just cooking and then would’ve needed to be deliver to me. So tried to speed it up.

I get to maple kitchen, the manger unfortunately isn’t very helpful and decide’s to just argue with me, when I’m expressing my frustration. Telling me the receptionist isn’t experienced and the website doesn’t update.

To then find out it’s out for delivery! When I said I would come and collect.

Won’t be using again and wouldn’t recommend unless you want to wait over an 2 hours for food. Seems to be an issue and not a one off, having read other...

POOR ATTITUDE TO ALLERGIES. Rang for delivery, I was very clear that none of our food can contain mushroom, as my partner is allergic, in the past she's had to be rushed to hospital because of it.

My order was read back to me and they also repeated back that nothing is to contain mushroom. My order was delivered and on unpacking I discovered mushrooms in one of the mains.

I rang them back and explained, I got a half-hearted apology, blamed the chef, they offered to replace just the one dish (but not the whole order) so it was either wait for all the food to go cold while the replacement arrived or eat in separate rooms then "detoxify" myself afterwards. Neither option seems fair, but they wouldn't help further and didn't really seem to care.

This is not the first time this has happened - last time I just let it go as everyone makes mistakes. But considering how clear I was and they read this all back to me when ordering, this is not...