Le Spice Merchant Indian restaurant wellingborough — Restaurant in Great Britain

We placed an order through just eat on the 3rd November after waiting for over 2 hours and me having to chase them up the said food was out for delivery 30 minutes later the food turns up and the issues begin everything was stone cold and not editable, I ordered one of their low calorie no carb meals the chicken tikka meal and all I received was the meat, no salad, vegetables or sauce. I called the restaurant and the manager was very sorry said he packed the order himself then realised I had ordered a chicken tikka meal and not a main, he said it would be a further 30-45 minutes to get this out it was around 9:30 pm and we had already waited for so long. I said no and said someone can come and pick this food up and I want a refund he accepted this and said I needed to contact just eat. We couldn’t re heat our meal as 99% of it was chicken/meat or samosa and bhaji also the keema naan had hardly any meat in there it was the worst one I’ve ever seen and there is no way of knowing if the restaurant had reheated this meat before sending it and we all know chicken should only be reheated once.

It all goes terribly down hill from here I called just eat and the lady I got through to had to contact the restaurant to authorise the refund she did this and the manager refused, he told them he packed the order himself and nothing was missing and I was lying, so while on the phone to just eat my husband called the restaurant and he told us a whole different story so I asked her to call him again while I was on the phone she went a step better and put me on a conference call, he pretended on this call that he wasn’t the manager, he refused my refund and called me a liar again, when the just eat lady argued with him that he is the manager as she had just spoken to the same person on the call before he proceeded to swear at her and call her obtrusive names. Still refusing our refund. This call is “recorded and I can obtain a copy of it and I will do it I need to so please don’t deny this”

The manager then called us and tried to tell my husband it was just eats fault my husband explained we were on a conference call and not to lie we heard everything including the abuse he had just given out he got very worried then and started promising we would get our refund and he continued to call us until 11pm at night asking us what just eat were doing and what had we been told.

It’s now 11th November and still no refund, I have escalated a complaint to just eat and explained if they do not issue a full refund I will take the matter further it might only be £38.36 but it’s principle and customer service they sent out a meal we couldn’t eat, stone cold and 99% of my actual meal was missing. Just eat require the manager of the restaurant to issue a FULL refund or they can only issue a partial refund and on this occasion a partial refund was not good enough.

The food wasn’t as described, wasn’t fit for purpose and definitely wasn’t a satisfactory quality. I would never recommend this restaurant and I would never use them again. I have posted a review on Google because guess what just eat haven’t published my writing on their reviews only the 1 star!! I would give 0 stars if I could. Terrible restaurant. Avoid using them for delivery and if you have an issue don’t get your hopes up contacting them rude and accuse the customer of being a liar. This was our first time trying them will stick to our normal Indian from now on!

Update: I have received an email from Just eat investigations/Escalations and they are issuing my refund this has come from Just Eat and not the restaurant as they refused the refund. They have also stated they will be sending the issues to the restaurant. As I said just eat require the restaurant to authorise a full refund and without authorisation they can only do a partial refund. At first I was offered £5 this went up to £11 then £20 then when I finally argued that this issue fell under the consumer rights act and explained this law in detail and how the restaurant and just eat had broken it I then received...

Food is good, the service when things go wrong, is appalling, the worst I’ve ever experienced. I rarely write reviews, especially negative ones, I understand things go wrong and being in business myself, I always try to give the benefit of the doubt. However, my experience with Le Spice Merchant has been nothing but horrendous. Here’s my story: Saturday 18th quarter past 5 in the evening, I order my meal via their app rather than the Just Eat one, save them some fees. An hour and a half goes by, I call up to see where the order is, no pressure but an ETA would be great. I was told it’s on it’s way, sorry for the delay, it will be with you soon. I know where the restaurant is from my house, around 7 minute drive, so I figure can’t be too far away, even if there is another stop or two on the way. Over half an hour goes by, still no arrival to I call back again. Rather impatiently, I’m told that it’s outside, so whilst still on the phone I wonder around outside looking for the delivery car. However, no car to be seen. Bear in mind this is two hours since the order I’m then told, ‘look, to be honest, what's happened is, we’ve just realised your ticket had fallen down and was missed, we didn’t se your order’. I’m fuming at this stage, however, the person I spoke to who I think is the owner, said he was really sorry about this, an honest mistake, I’ll sort now and it will be with you in 15 minutes and I’ll refund half as a gesture of goodwill. I checked saying look, if it’s 15 minutes that’s fine, if longer then don't worry, I’ll sort something else out. I’m reassured it’ll be 15 minutes. So I say no worries, see you in 15. Half hour goes by again, I call, saying what’s going on, still not arrived, told it’s on it’s way again, will be straight there. Another 15 minutes goes by again. I say, don’t worry about food anymore, forget it. Please give a full refund and will make something myself. I’m told sorry about that, food will still arrive have it on us as an apology for delays/mistakes etc. So far, although things have gone wrong, they lied about the order etc., there’s been attempts to rectify it and keep up good customer service. But this is where it gets worse. The owner texts me and yes I’m a bit moody in my responses, but I’m annoyed about it. I’ll attach screenshots if I can. Also, please note in between messages 'who’s lying’ and ‘your attitude is appalling’ I receive a phone call from the owner saying ‘what you on about’,’I never said I’d refund in full’ and ’the half refunds already been processed so it’s too late’ and ‘I don’t have to refund you in full’ and I say, no, you don’t. It’s up to you what you do. So I’ll summarise: Service when everything is running okay is fine but when things go wrong, you’re talked to and treated awfully, lied to about your order and then made out like you’re in the wrong. Never again will I go there, there’s plenty of others to order from in the area...

Drinks Rip Off and no receipt.

Visited tonight with family and although food was OK and service good was shocked at the price of drinks - a coke £4.50 - what a rip off. 2 rounds of drink for 6 people - £60, each round 3 beer and 3 cokes. Paid by cash as card machine not working although still cannot believe price and no receipt given. Complained at price but was told by staff that was what the owner charged, please note we were not presented with a drinks menu so we were not aware of price before ordering, although never expected to have to ask for price before ordering as never been charged soft drinks prices such as these in any restaurant in Northamptonshire, in fact ever...

£27 - 6pts of coke.....

Will never visit again and ruined the evening.

Response to owner - we did complain and query drinks prices to no avail - you need to speak to your staff as we even asked them to count up the drinks bill again. Also as above I have stated £27 for 6pts of coke.... How can this be justified. We were also sent to co-op to get cash as was told your card machine was not working once we had finished our meal but not when we entered your premises. I would not say that £100 is a small amount to pay by cash and it does not state anywhere on your Groupon offer that we need to pay by cash. Again as stated above no receipt given to us after we paid as paid in cash but again your staff should know how much they charged as we were the only sit in customers last night. I do not think it is appropriate for a business to imply that their customer is not telling the truth - I can absolutely state that your staff told us that they charged £4.50...