Ohannes Burger Arnold — Restaurant in Gedling

Money stolen

I made an order for collection for two meals and side from the shop but it was delivered meaning it got home when I was in the shop and the food was cold after I got home. I still decided to give the burgers a try and after a first bite I realised my veggie burger had meat in. I called the shop to sort it out. The person who answered the phone was very rude said they would not deliver the correct order and that I need to pick it up. I lost my appetite and asked for my refund back. This was refused. I was told that if I brought the burgers (both meals) back to the shop I would get a refund. I went back to the shop returned the order (I have a recording of the interaction) and I was still refused a refund or even a confirmation that a refund will be given. The people were very rude and tried to fob me off without a refund. In the end the man in the shop got aggressive because I said I would call the police because I don’t have the right order or the refund. He started shouting telling me to leave the shop and whilst I was making a police report he threatened to “knock me out”.

After I left the shop one of the people from the shop were trying to intimidate me by following and standing really close.

I did not get a refund but I have a crime reference number to deal with this.

The terms and conditions say that if your food was mislabelled or incorrect you are entitled to a new order or a refund but this is not being honoured in the shop.

I was a regular in that shop but now I would not recommend, horrible experience. Even after they admitted the mistake they still did not make it right and stole my money!!

Update: I can see people leaving the review that people ringing the police for a refund should grow up. A report has been made not about a refund but because of the threats coming from 4 grown men...

Ordered delivery through Deliveroo yesterday evening at approximately 6:15pm told by the app that the delivery would take approximately 20 to 30 minutes and due to arrive at 6:45 pm. Rang the restaurant at 7:00pm and was told that the food is leaving the restaurant and it should be with a shortly. As the restaurant is only 13 minutes from my home we were expecting it to be delivered within half an hour. Rang again at 7:30 and said to always told that it would be delivered within 10 minutes. Again at 8:00 and was told that the driver is now 5 minutes away. At this point we knew that we were being messed around and and we were being lied to. On top of that we had a hungry child who had been waiting for his dinner for over an hour. Rang the restaurant at 8:25 still waiting for the food and asked for a cancellation. Lady told us that we have to do it through the app which we tried, the the customer service operator from Deliveroo rang the restaurant at which they claimed that the food will be 5 to 10 minutes away. Therefore we can't get a cancellation. Food arrived 5 minutes later, barely warm. I asked the driver to be honest and confirm when he left the restaurant with the food and he stated that he only left with the food at 8:00pm and starts work at 7:30pm. Therefore the food could not have left the restaurant at 7:00pm confirming we were lied to on two occasions by the restaurant. This is the second time this has happened and looking at previous reviews is becoming more frequent with this establishment. Shame because the food is usually good but on this occasion it was luke warm, stodgy and not seasoned.

Any response from the shop will be lies and PR to save their reputation. This whole ordeal has been recorded and confirmed by Deliveroo. Avoid...

This place WAS amazing

Edit 04/05/2023

This place was amazing however over the last few years as theybhave opened more stores the quality service has massively dropped off. The prices have gone up, burgers often arrive cold and the care that goes into building the burgers had dropped off.

I often look over to the store when I wait at the traffic lights by Wetherspoons. Its quite common to see customers and staff smoking in the door way meaning smoke is blown into the shop. The staff thst don't smoke in the doorway are often seen squatting down next to the dirty alleyway at the side of the shop whilst wearing their kitchen whites. I've worked in kitchens and I wouldn't dream of doing this. Disgusting.

Sadly I won't be visiting here any more.

Response to owners comments Thanks for the rude response from the owners of Ohannes.... I have no problem paying decent money for decent food... But charging more money when the service received is now sloppy, wet sloppy burgers and cold sloppy food from rubbish service? That's not called whining it's called a previously loyal customer being let down by poor management of your business. If you had any sense you would take the feedback on board and...