Heavenly Desserts Hounslow — Restaurant in London

Hello,

As we have been to your Hounslow branch before and enjoyed your desserts, we ordered through UberEats for tonight.

When the order got delivered, another persons order got sent to us. I rang the restaurant straight away to try and resolve the order and get my order delivered for tonight and spoke to the "senior manager" at the restaurant who was working on Sunday night at 11pm. She was EXTREMELY RUDE and gave me the worst customer service experience I have ever received.

Some of the points below is just a summary of how rude she was:

When I first rang to ask if they can get my order delivered, the manager said they are aware of the wrong order sent and said she had my order infront of her. However, she said it is my responsibility to ring uber and tell them to send a driver to the restaurant to deliver my order. She said they have solved the other customers order but for my one, I would have to contact a driver myself. I said it was your colleague that gave the driver the wrong order so its your responsibility to fix the problem but she said the driver just comes and takes the bags without confirming the order with the restaurant.

I asked her to explain the process with Uber in more detail as I have never had to deal with this matter before and restaurants usually resolve it and send my order within minutes (an example of this was one restaurant who gave us the wrong order, the owner felt the need to come and deliver it to us personally). She then very rudely put the phone down on me.

After ringing from numerous for 15 minutes, the same manager picked up the phone and was so disrespectful and told me to come and collect my order tomorrow myself.

I then asked her if I could get the name and number of someone senior to escalate matters and she refused. When I asked for her name she also refused and said she would only give it for a good review.

After having this horrible experience purely based on this managers attitude, I will be ensuring my family and friends do not order from the...

We go to this place regularly for desserts however today we thought of trying their brunch menu.. And it's really unfortunate that we did not have a great experience at all, as compared to the desserts which are usually spot on.

We order the Turkish eggs, masala beans on toast and garlic flat bread with cheese. After 10 mins of placing the order we were told that Turkish eggs is missing an ingredient so I would have to choose something else.

I ordered the eggs Benny instead.

I could see the chef had put the flatbread to be served however the staff latersaid the cheese was missing. So they made it again. When I think of a flatbread with cheese, I actually expect one.. however here I got like a bread roll/ciabatta shaped bread with cheese slice patches here and there like it fell off.. highly disappointing. I couldn't taste any garlic in it.

The masala beans toast- the sourdough was completely soggy and mushy by the time it reached us. Because it was topped with beans.. the poached egg was overcooked. Ideally should've been a bit runny. The taste was below average.

The eggs Benny - first they forgot to ask me if I wanted it with mushrooms or lamb rashers. I told them mushrooms. Half way through I realized they dint give any mushrooms. When I asked they gave it to me on the side. It was probably frozen which is why it had some water in it.. the eggs again were really overcooked. The sauce was ok.

Our food came after waiting for almost 40 mins, when only 3 tables were occupied.

I wouldn't recommend the brunch but the...

I visited this place for the first time. The place looks lovely and modern. After checking the menu and the prices I was expecting something amazing. Well, the food wasn’t very bad but i wasn’t great as well. What really surprised me was the service, I was there with my son, i asked if I can get a cup of cold milk for him (not for free of course) the lady was very confused, she said they don’t have milk and she can offer sprite or Fanta instead… i asked her if she can ask her colleague if they have milk because this is a coffee place and in any other places nobody ever refused to serve milk to kids. I also added coffee to my order and I asked for oat milk, the lady asked me if I have seen the milk in the menu as she is not sure the offer this milk. I kindly asked if she can check as 90% of the places have alternative milks, she was sure they don’t but she returned with a positive answer. I understand she could be new, however I think this is a basic knowledge and the stuff should be trained at least on the basic level. Then I was ready to pay and I was shocked, they charged £3,50 for espresso size cup of milk, i wasn’t sure if I was charged correctly so I went to chceck with another lady and she confirmed £3,50 for 3 sips of milk is correct price. I’m not expecting to get the stuff for free but I’m also not really happy to pay the price of coffee for little bit of milk. I’m not sure if I will come back...