Chopsticks Chinese Takeaway — Restaurant in Great Britain

I have chosen chopsticks for YEARS & I recommend them to others all the time, they also serve chippy chips - so it can suit everyone in your house! However, every time I order when I have guests they always seem to take much longer to deliver - last night we thought we would be prepared for this & ordered on their website as soon at it opened, order was placed by 17.06, expecting it would take a little longer as it’s the Christmas period By 19.00 we were all starving and wondering where on earth our food was, we phoned them (it took 54 calls until we got through). The receptionist was very unapologetic, she was taking the information we have and speaking in Chinese to her colleagues and asked us to give them another 35 minutes while blaming the drivers, when we asked for a good will gesture which she reluctantly offered £5 off our next order, not todays order. Our food still haven’t arrived 35 minutes later and when we called she asked us to give them another 20 minutes while blaming the drivers, she said our food was there and ready they’re waiting on a driver - when we queried if our food would be cold she said “I hope not” (surely as a takeaway you wouldn’t take orders beyond your means?). Our food eventually arrived at 19.52, surprisingly still warm with a genuinely lovely driver who said it had been a bad night and was extremely apologetic for the wait. We then realised we were missing an item, phoned the restaurant and they asked us to collect! We stated this isn’t an option, so she said she would take it off our next order. This was the only item one of our guests wanted so we requested for it to be delivered. An hour later it arrived by a different driver (showing they had more than one driver) who again was extremely apologetic and explained there’s a new person on reception who had made a few mistakes that night and we weren’t the only ones who had waited 3 hours for food, and they’d taken many missing items out to customers.

We weren’t given any vouchers to show that we are due money off our next order, I’m interested to see if we have an issue going forward to claim this.

A total of 200 phone calls were made to the restraint last night, the food was delicious and I have to be clear the delivery drivers were outstanding with excellent customer service, but I was very disappointed in the...

Ordered food last Saturday, I totally understand that Saturday evenings can be busy and expected a slightly longer wait then the 90 minutes quoted.

After 2 hours of waiting, we called and were told it would be with us in 10 minutes. The food turned up 2 hours and 40 minutes after ordering with no apology whatsoever.

Ordered at 7pm, when food arrived at 9:40pm I was annoyed and past hungry!

We have ordered from this place regularly for the last couple of years. If you can't keep customers updated when food is going to be late or stick to quoted times, then don't take on so many orders that it makes you...

Ordered food which took over an hour to come ,food was lovely but the twice I have ordered the food has come and been cold . I phone and explained my food was cold to be hung up on twice and The third time I called I was told after waiting over an hour I’ll come collect the food and you can have your money back or put it in the microwave to warm , talk about bad service will not be ordering again.

Shame as my partner really liked they’re Chinese but the service...