Mo’s Shawarma express — Restaurant in England

Absolute DISGRACE. Don't bother. Been going to this same place for 7 years and in the last 12 months it's drastically gone down hill! Cold food, strange tastes all to which I got past and continued to order. Then November came and I ordered, 30 minutes later I got a call saying they're closed, my order is cancelled and refund will be given. If this call had been put in immediately I'd of probably not been narked off but the fact someone ACCEPTED the order and then waited 30 minutes to say it couldn't be fulfilled was disappointing cause I could of ordered elsewhere and had it delivered in that time too. The next day I applied for the refund but did not receive this, instead the amount went from pending to debited. I chased all day then got an email with a bill for £50!! My original order was £12 so I was confused, raised it with the manager and told it was a "system error". I eventually got my initial refund and the invoice disregarded but then payment for the original order was applied for again and I had to wait 7 days for it to be credited back to my balance.

Fast forward to now, March 4th I put my trust in them and ordered again needing something again quick. Order went through no problem, due to be delivered between 21.30-21.50. Well both them times passed and nothing. Requested update and got nothing. Tried all contact numbers I had from the first complaint, nothing. Sent WhatsApp and nothing. Contacted on Facebook and eventually got a response. I got an apology saying they are aware the order is late and they are trying to rectify and "make it up to me". I went back and said I want my food now. Its 1 hour and 30 minutes LATE. You've took my money so give me what I've paid for. Ignored. I told them if after all the messing about my food isn't provided then I will be reporting them as taking money whilst not providing goods is theft and again I was ignored. 2.5 hours after the food was ordered I got a message back saying they haven't got my order, they have an issue with the app company and that I need to cancel my order to get a refund. They also had the cheek to tell me to speak nicely!! Now bare in mind I didn't swear or be rude but DID ask for what I have paid for to be provided and pretty immediately due to how long I had already waited!! Not only that but if you have already admitted to the order being late and have told me you are fixing this then how have you now not got it? Did you lie to me earlier saying you had the order and was sorting or are you lying now because you can't be bothered to fulfill it?

Either way the customer service is absolutely abysmal and I will now be reporting this shop who are REFUSING to cancel my order to enable me to get a refund.

I don't know if this shop has changed hands in the last 7 years but the service now is no where near what it was back then. I used to enjoy going here and the food was always great. The lads in the shop would always communicate well and be polite and respectful but the people there now are the complete opposite.

Staff training is needed in how to handle these things and I think you should stick to 1 method of delivery because your staff clearly haven't got it in them to mange orders from multiple apps!

I...

Ordered on their app "Biryani with mixed shwarma with chips", they delivered "chips with mixed shwarma no biryani (rice)". Rang to get it changed, they said it's called"Biryani with mixed shwarma, but if you select you want chips in the options, then they don't give you any Biryani at all, despite the dish being called Biryani". They refused to refund the dish or even send the biryani out in a separate container. They said the app has been like that for years and nobody ever selected the chips option before so it's my fault for selecting the chips options. Proper clowns. Get your menu right on...

I'd thought I'd try this place... I can say I wasn't disappointed. Went into this place and was met by "Zaff" I hope I've got his name right. Was greeted with a smile, which is rare now a days. I gave my order- mix shawarma with chips in a large tray. The guy started to make my order straight away. Another staff came in and asked if I wanted a naan bread with my order, I said yes why not. To recap- large tray of mix shawarma with chips and a naan for £8.00. With salad and sauces can't be bad. When opened, I tell you I had a hard time finishing it all! Thank you...