Go Greek Authentic Souvlaki & Grill — Restaurant in London

I placed an order with this restaurant via JustEat at 1759 and it was accepted immediately (see receipt). The app claimed that the dlivery time was 10-25 mins (see screenshot) which was great as we were on a tight schedule and had hungry young kids to feed.

At 1852 the app still said "preparing food" (see screenshot). I rang the restaurant who claimed that it was already out for delivery and would be with me in 15 minutes. At 1900 there was no update so I rang again and received the same response. They also said that I needed to get in touch with JustEat; there is no way to do this! The order finally arrived at 1913 (see screenshot), the food was cold, the vegetarian option had bits of meat in it (see photo of halloumi wrap), and the driver attempted to lie about the course of events. I complained on the JustEat app but despite screenshot evidence received a disappointing 25% refund for a ruined evening.

I might expect disruptions at the weekend but this was a Tuesday night. And I appreciate that the restaurant does not have full control over JustEat's behaviour, but 50+ minutes of takeaway food preparation is unacceptable. After this humiliating and frustrating experience, being deceived both by the restaurant and the driver and facing a brick wall of customer service, I have uninstalled the app and will not be ordering again here...

Disappointing I’m afraid. Delivery wait time was way to long. Also, I ordered humus with pita bread appetiser. And, although they knew they had no humus, they thought it would be a good idea just to deliver the bread on its own and still charge me for it. I don’t know if this was a bad day for them, or they just have no passion or common sense, but in my books that’s ridiculous. Had I known, I would have obviously ordered a different appetiser. Not at all impressed.

Unfortunately, as there is no option on google reviews to respond to the owner, I’m adding this in as a response. If you cannot serve humus and pitta bread, take it off the menu! Do not serve it!! The basics in your business! I did not order just pitta bread on its own!! I never would have and neither would any other self-respecting individual. Yet, I was still charged for it!! Instead offer a different appetiser! And of course it’s much easier to justify your actions rather than change. But passing the blame on to other people does...

I placed an order of a Traditional Greek village sausage wrapped in pita bread and a serving of chips with feta and oregano to be picked up for lunch today (17/05/2023). I drove and picked up my order as I don't live local to the shop. Upon returning home realised that the wrap was not what I ordered. It was a sausage, a couple of pieces of pita and chips dumped in a bag. Not wrapped with tomato, onion or tzatziki. This was most disappointing. I called to complain about my order and was met with an unsatisfactory response from the person who picked up the phone. I asked for the wrap to be refunded - happy to pay for the chips because I received what I ordered but it was not forthcoming. I asked to speak to the manager and was told to call back in an hour when the manager would be in. I called back and was told to call back on Friday when the manager will now be in. This is not...