Spice Aroma — Restaurant in England

Poor, poor, poor customer service and a disgraceful attitude towards a customer when it is they who can't run their business correctly.

What I experienced tonight is unbelievable, both the girl on the phone and the manager should both be ashamed.

Their food is actually good but if it let me, would give 0 stars because they are just downright rude towards a customer for something that is their fault. Apparently, the menu changed June 2024, but still in December 2024, the online menu has not been updated which is what I used. On the website menu, it clearly states a Balti is "Served with Naan Bread" as I have attached in the photo. The order arrived with the Naan bread missing, so I called to say I had an item missing from my order.

Was told the menu had changed June 2024, which obviously I do not know because I am using the online website menu, but immediately I am made to feel that it is my problem, and I shouldn't expect to receive what I ordered off the website menu even if it still shows it is served with the bread 6 months later.

I comment, I should be delivered what I ordered in accordance with what is advertised.

Was told they will sort it out and so the missing item arrives, only to be then asked to pay an extra £3.90 for the bread, even though a Naan bread is actually £3.50 on their so called new menu!

I state there is no extra, because I am only receiving what they have advertised on the website and so the driver leaves.

Then get a phone call with attitude, basically telling me I should pay the extra even though it is their website menu that is incorrect !!! Also given some BS, that it takes time for their website provider to update the online menu.

It has ben 6 months for gods sake, but again, that is apparently my problem because I am ordering off the website and not theirs!!

Was then told that when I called to complain, I had agreed to pay the extra for the missing item to be delivered, which I did not, and why would I, when I am expecting it as part of my order in accordance with the website menu, so I am then told I am a liar.

They eventually put the phone down on me telling me not to order again, so that says a lot!!!

Spent quite a bit of money with them over the last 18 months but now another customer lost through just sheer bad attitude for their mistake and complete lack of customer understanding.

Calling me a liar and telling me I am in the wrong, for you not updating your website in the last 6 months and then trying to make me feel like I am the bad guy for your incompetence and greed, just because i asked for what I ordered off your incorrect website menu?

Who do you think you are and what right do you think you have to speak to someone like that, for your mistake?

Looking forward to hear what the Ombudsman says with regards this when I report it.

I also see Spice Aroma do not respond to these reviews, so that says it all too, but, if you do have something extra to say on top of your previous rant, I look forward to seeing your comments, because your attitude stinks and you will then show everyone else what type of non customer orientated business you...

We used to be regular customers, but sadly we had such a bad experience we will never order from them again. We ordered takeaway and we received an email confirmation from them timestamped 6:22pm stating it would be ready at 7:12pm. It never arrived. At 7:54pm I called them. At first I was told there had been a mistake and the driver was on his way and would be with me very soon. I called again at 8:17pm and was told they hadn’t actually bothered to check where he was, they had no idea where he might be or how long he would be. I told them to call the driver and get his location and call me back, but they didn’t. I called again at 8:23pm and was told he was in Anthony and we were his next stop, which is a 15 minute drive away. Each time it turned out to be untrue. It got later and later. I had two small children who had to stay up late past their bedtime with no food and were hungry. At 8:44pm I called again and I asked to speak to the manager. He told me the driver had to go to lots of other customers first and we would be the last stop, contradicting again what I was previously told. The manager, who is also the owner, kept threatening to cancel the order because I had complained, and leave us and my children with no food at all. Eventually the food did arrive at 9pm with a timestamped receipt showing 6:24pm, over 2 and half hours after ordering and nearly 2 hours later than the 7:12pm delivery they promised in their original email confirmation. The driver was lovely. But the dispatch staff repeatedly gave me incorrect information. The owner rather than apologising and learning how he could improve his systems told me it was my wife’s fault because she must have pressed the wrong button, despite email evidence to the contrary. And instead of being apologetic and accepting responsibility he chose to be rude and aggressive. Shockingly bad attitude towards...

Been ordering food from this place with the family several times. The food was ok, but today we got some disgusting information: As a vegan, I always check the place and ask specifically if they have any vegan options / can change the ingredients to make a dish vegan. They have always said yes, and it even says on their webpage that they can do the vegetarian dishes vegan. However, today we called and asked if we could get a dish we have ordered a couple of times vegan. The manager, was on the phone and said that it was not possible, and no other than a water-based vegetable curry and plain rice could be made vegan. I got very confused and told him that we had ordered several times and that the other dishes had been made vegan for me, with their assurance that it was vegan friendly. We ordered the only option the manager ment was vegan and went to collect the food. When we arrived I kindly asked what the ingredients where in the vegetable dishes that were not vegan, and he just avoided my question and started babling about cream, coconut cream, sugar and other things. I had to repeat myself and add that if the recipes did not have anything derived from an animal, it would be ok. He said that all the dishes included ghee, dairy cream and such, and that they never made the vegetable dishes vegan. I was at that point disgusted by that they had told me all the times earlier that the food I had ordered was vegan, but was in fact, not. He continued with saying that there was also cross contamination, because they used the same spoons in all the dishes, without washing them properly (which is a health and safety alert!). I will give everyone a warning and say that anything you order at this place will not be vegan, or even vegetarian, if what the manager said, is true. Any allergies would also be a big problem here. I will not order food from this...