Kervan Saray — Restaurant in London

When I made the order over the phone, the man understood and said my food would arrive in 45 minutes. That was fine and I always wait an hour anyway just in case of traffic etc.

I then called after an hour asking for an update and the same man, said the driver was on his way, so I said okay.

The restaurant is no longer than 5 minutes away from my house but I couldn't collect due to other things so that's why I chose delivery on this occasion.

The driver didn't turn up for another 30 minutes and I ended up cancelling the order with the same man over the phone.

The driver then turned up 10 minutes later, he apologised and that was that.

The reason I'm writing this review is to make others aware that this may happen to them too. I waited a total of 1h 45min for my food. The man on the phone had poor communication and kept lying to me about where my food was because he also didn't know. This is not the driver's fault as he is just the delivery man and also spoke very very little English.

I'm a very patient person, I gave the driver his tip, warmed up the food and enjoyed it. What I have learnt from this experience is to next time, order...

Giving this place a three star but probably deserving of four but due to very slow and forgetful service, I think the experience was overall average.

The food was decent but nothing that I would say that was better than any other Turkish restaurant that I have dined in. The best would probably be the Lamuchan and Patlican. Their portion sizes are decent with their adana being particularly meaty. The food was enjoyed but we didn’t come away feeling anything was superb.

The big let down was their service which was slow. We also got sent things we did not order and had to remind waiting staff of what we did actually order. We found we had to remind waiting staff more than once which is fine as we all forget things but when you combine that will slow service it sours the dining experience.

Beyond the food, one thing that stands out is the decor which depicts what I thought was scene from the Ottoman empire but I may be wrong. A large skylight at the back of the restaurant where we were sat which adds a nice atmosphere.

Kids menu and high chairs available for...

We would have loved to leave a review of the food, but unfortunately, it was never delivered. The driver called and asked for directions but then refused to listen to them. He hung up on us, and another staff member had to call to clarify the directions, which we provided again. Despite this, the driver ignored the directions and decided to return to the restaurant, wasting our time in the process.

We were then told we could collect the food ourselves, which entirely defeats the purpose of getting it delivered, especially as we were both working.

While the staff member we spoke to was polite, they provided no acceptable solution, compensation, or assurance that the driver’s behavior would be addressed.

This experience has been extremely frustrating. Not only did we not receive our order, but the mishandling of the situation, the driver’s rude behavior, and the unnecessary time wasted have ensured we will not be returning. We will also be sharing this experience with others due the lack of accountability and poor...