GRILLER® — Restaurant in London

Revisited after 5 years. (2022) Check previous review down below.

Ordered 2x Donner and 20 wings. I was the only person to be served, there is 5 staff working.

Was told it will take 15 minutes. The guy started to make the donner after 12 minutes. Then was cooking it at the most laziest snail pace that I couldn't actually believe it. Like some character from the sketch comedy "Little Britain".

The manager saw me not happy but couldn't be bothered to intervene.

So I thought I'll leave a review and suddenly find I reviewed this place 5 years ago and mentioned they were terribly slow.

Spoke to the manger who responded by saying they have telephone orders. I can see they are not cooking or preparing any orders. In fact three other people came after me and managed to be served. In essence, they couldn't be bothered with the Donner.

If you want Fast food, 10 minutes and under, AVOID this place.

If you're willing to wait 25 minutes for Donner then go ahead

The food is nice it's just this particular takeaway is SLOW SLOW SLOW.

I just visited today. (2016) This was the the meal for myself and family to break fast with as it's Ramadan.

There was so many other customers who ordered over the phone and came in for collections. Their orders wasn't ready. They too are fasting the whole day. The take away caters for Muslim customers.

My simple order of some chicken that have already been cooked took the staff 25 minutes to serve. When I went home and opened the bag I realised they missed two of my fries.

Nice food but not enough staff for peak hours. Management needs to take control. In fact when I was there some customers who have been waiting over an hour mentioned the manager was around and then disappeared with full knowledge of under staffing and high volume of customers.

Will not visit again when I'm short of time and...

Placed the order at Griller Chadwell Heath at 1:20pm today on the Griller app. There were no signs of delivery until 2:15pm. The app had no update - all it stated was "being processed". I called at 2:14pm and was being told there was a big order which caused the delay and the order will be with me within 15-20 minutes. At 2:45pm there was still no delivery. Chased again and again was told 15-20 minutes driver has left. I called at 3pm and spoke to the manager who apologized and said the driver is 6 minutes away. The deliver came exactly at 3:30pm and when I asked the driver when did you leave the restaurant?, he said, "just 10 minutes ago.." !!!!!!!!!!!!!

Firstly, you need to update your app so it gives real time updates If you are busy than usual, you need to give factual estimated delivery time to the customer rather misleading and saying on each call 15-20 minutes....15-20 minutes. If you had told me this order is going to take 2 hours, I would have cancelled it at the time of placing it so my children did not starve and I would have ordered it from elsewhere. If you have a huge order, it does not mean you deprioritize small orders and make them suffer.

Please always be truthful with the customer regarding delivery times whether you are super busy or less busy rather than misleading them for 2 hours.

Second response: You are again stating false information. The delivery did not come until 3:30pm (driver's received call on my mobile is 3:30pm) while your manager at 3pm said the driver is 6 minutes away. Google navigation shows car journey time from Griller chadwell heath to my house 6 minutes only. I don't have a problem with anything as long as you give factual information. Even in your reply you are stating false...

I have ordered from this place a few times. On two occasions, they got my order wrong. They are pushing people to use their service online, so I tried it, ordered online, waited for longer than advised to collect food, to give them benefit of the doubt. Turns out they didn't get my order, even though the money went and I had a receipt. Customer service was shocking. No apology, and told to either wait or get a refund, I took the refund. I'd stay away.

Edit: Response to Grillers response.

The manager didn't speak to me, complete and utter lie. A delivery driver, who felt bad, called the manager to try and iron things out, that conversation didn't last a minute, as the refund had been processed and the manager wanted to have nothing more to do with it.

When you mess up, the first port of call, blame the customer. I was asked many times if I made a mistake, and ordered at a different branch, or via just eat/UBER, I showed the receipt and still they kept asking.

It comes down to this, inept workers, who didn't process the order because they didn't know how. After a phone call to the manager by the worker, guss what, the order appeared.

The shop has a sign up, leave a good review, get some free food. When you guys made a mistake, nothing was done to iron it out, but tell me wait x minutes or get a refund, what do you want to do, like you guys couldn't care less.

Please don't add lies in your response to make the shop...