Charcoal House — Restaurant in Great Britain

I had ordered food for pick up via JustEat, i was informed that food was now ready to collect so i popped over to Charcoal House, Once i arrived at the doorsteps of the shop a guy was casually smoking a cigerette inside the store whilst i believe it was the owner who was just having a good old chat with him ignoring me (the customer) for good 10 minutes. Even when i tried to speak to him in his own language he still continued to ignore me.

I had told him my order reference number and he stated that this ref# does not exist. I opened the email for him to see and he said Just Eat had made a mistake there was no such order with them. I showed him the message where it says that the order is ready for pick-up and then another notification popped up stating that the order had been collected.

At this point he got very agitated and took me to his Just Eat machine to prove how i am wrong. Straight away he saw my order# and in Arabic he told one of his co-workers to put on the meat straight away. At this point he realised his mistake but refused to acknowledge and also was not making it clear to me whether he would give me my order or not. Throughout this whole ordeal he became very sarcastic and condescending making me feel very uncomfortable and wanting to leave the store.

Once i returned home i saw what was given to me and realised that how over-priced and rushed the order was. I only ordered 2 wrap meals, donner and chips and cost me nearly £30.00. The experience was horrible and i have never experienced such bad customer service and lack of value from a food establishment before.

I will never return to this...

Awful service.. arrived at 22:25.. myself and 2 friends ordered our food (there was no issue with the order from the staff at this point and the staff were quite clearly happy to take the custom).. at 22:35 the younger member of staff suddenly shouts “if you are not eating inside you have to ‘wait over there’” (this has not happened previously when there was less customers).. (on this occasion there was at least 10 other people waiting inside but the warning was delivered to us). When asked where to go the member of staff totally ignored us (potentially realising their own error or they realised their blatant rudeness) so we stayed sat down like everyone else.

The same member of staff then began putting our food on the counter (boxed up) without telling us. The clocks hits 2300 and we finally ask “excuse me, is our food ready ?”. The same member of staff replied “it’s been on the counter for ages” in a very rude manner. We had not been spoken too since the ‘wait over there’ incident at all and we all felt uncomfortable at this point (please bare in mind many people had walked in, had their order and left at this point).

My friends and I are genuinely disappointed as we have used this shop for the last 10 years ( l am also not a someone who leaves review but I feel it necessary on this occasion). I will not be advising friends to go here.. the level of customer service we received was dreadful on this occasion.. I suggest someone who is a bit politer to be talking to the customers...

Where to start… this place used to be amazing from food, customer service the works. But recently they have gone downhill, from hygiene, food quality and especially customer service. This is based on the last two times going back to this restaurant.

Let me explain

Two weeks ago I visited for an eat in experience with a friend we did arrive 30 mins before closing time. We was told a lot of the meat has sold out and what is left in on show is remaining I asked twice just to make sure with regards to chicken shish, he mentioned it’s sold out and they none left. We placed the order and waited our food, after 15 mins the worker came out with extra meat. When I asked him what is this you mentioned it’s sold out he said this for me and not for you. I was shocked on his statement.

Today which will be the last day I set foot in this place I ordered via the phone and arrived at 20 mins as per the worker’s instructions. I arrived and was greeted by the previous worker who had a miserable face and felt very uncomfortable . I asked for the order he said we don’t know what you are talking about. He then came to mention the previous time and said he’s not joking I am coming just to complain.

Please can you explain this to me if anyone comes to order food as the food is not ready what does he expect at cost. Unless they change this.

Avoid this place they need to learn manners and respect.

Management take this serious employe people who want to work not to look like they are...