Ele's Little Kitchen — Restaurant in Great Britain

Disappointing.

TLDR: food arrived 105 minutes late (despite being pre-ordered 2 days in advance), incorrect food delivered, cold food, poor communication, poor customer service.

Edit: We have since received a phone call from the restaurant owner to apologise for the events of the evening and to say that it was unacceptable. She has also offered us a full refund. Star rating adjusted due to her efforts to sort things out for us which I really appreciate. I had such high hopes for this place and really wanted it to be good, but sadly I was left thoroughly disappointed.

My sister and I had pre-ordered a selection of dishes for my dad (and my mum) for fathers day. We ordered on the Thursday for it to be delivered on the Saturday - the ordering process on the website was fairly painless.

Unfortunately our order that we had ordered to arrive at 7:15pm eventually arrived at 9pm. We phoned multiple times during this 2 hour period to be told that they had an influx of orders and that it would be on the way. We were given no explanation as to why our order that was placed 2 days prior was pushed later than orders that had been placed on the night.

When the order finally arrived, it arrived cold, and we were missing 2 items - these were seemingly replaced with 2 different items (neither dish my parents particularly liked which was why we did not choose them in the first place). After ringing up, I was told that someone had phoned us to say they had run out of the 2 original dishes that we had ordered, and for us to choose substitutes. I knew for a fact that they had not phoned at any point in the 48 hours between us placing the order and it arriving, and informed them of this. They then responded by offering to send 3 different replacement dishes. At this point it was already 9:20pm and by the time it arrived it would likely have been closer to 10pm (which is late even by Spanish standards). I declined this and had to ask for a refund - after a long discussion they agreed to refund the 2 missing dishes, but offered no compensation for the unexplained 2 hour delay (which is frankly unacceptable for an order that was placed 2 days prior). There was also no explanation for running out of two dishes that we had pre-ordered.

The Welsh girl who I spoke to on the phone was very nice aside from speaking over me a lot. I never got a chance to speak to the manager as they declined to speak to me on the phone (fair enough on a busy Saturday night but also speaks volumes about their ability to discuss and handle a simple issue). At no point did I receive an apology when I was explaining the situation of the delay and incorrect food, although I believe my sister did when she phoned a little later.

Overall I am very disappointed that my poor parents had to wait 2 hours for a cold meal that half of it they didn't like, without any explanation. I was so embarrassed as it was supposed to be a treat and it wasn't even close to it. We were offered 25% off our next order but I don't think we will chance it. I can't comment on the food as I didn't eat it, but it arrived cold. Very poor communication throughout, and I am upset that no-one could offer an explanation as to why the food was late, cold, and incorrect. Really disappointed as I was hoping for more local takeaway options, particularly local businesses, but sadly this experience...

Firstly I'll start by saying how much I do not like take outs. When my family orders in food, I normally make a meal for myself cus I generally can't stand it. My husband found Ele's and decided to order something for me on take out night (cus I would have just made something for myself). I am absolutely in love. Head over heels in love with the food there. I would pay twice the menu price if it came to it. Hands down flawless. Thank you so very much to the Chef at Ele's. You have a faithful...

Excellent authentic Spanish tapas and Paella. I'd recommend Ele's kitchen to anyone in Swansea and the surrounding area! We had this incredible food cooked for 15 adults and 5 kids when we were staying in a holiday rental just outside of Swansea. Elena was fast to respond, sent a wonderful menu we could select tapas, paella and dessert from, and then they cooked all food on site so it was fresh, hot, and divine. 10/10 recommend. Thanks so much...