Mr Singh’s — Restaurant in London

Disappointing! Face to face Customer Service needs major improvement. It was my first visit yesterday. I ordered in house as I was driving through on the way to a friend's house. Therefore ordering for us both. Initially when I entered, I was greeted warmly by the cashier. I had already seen the menu on the website but wished to make slight changes to my order and felt it was best to do so in person. I was incorrect on both accounts. It appears the care and attention is reserved for over the phone customers. Rather than spread fairly over both encounters. Given the 'nandos-esque style' to the place with order and pay immediately. I would have expected to be asked if I had been there before. Yes, you could argue that the menu is self explanatory. However in my friend's order she got given jalapeños when her food item does not describe it's presence on the supplied menu? Back to ordering I was struggling to decifier where on the menu was the option to swap ingredients (at the base for anyone who wishes to know) and no help was given. I think the cashier could have injected but chose not to. I don't know if it is a lack of training or confidence but their approach was different when taking orders over the phone. I was able to observe this as I sat awaiting my order. This is another point of improvement required. There were alot of orders sitting waiting to be collected or delivered. They seemed to be the priority ahead of the in house customers that came in to order. I also observed two mistakes made before I was called to collect my food which was held by the manager at one point (for a good few minutes, making it cold at consumption). The person who served me no longer took an active interest in face to face orders and was just answering the phone ones. Which they appeared to be more comfortable with. My recommendation to the owner/manager is: Place your staff either on the phone or face to face not both. The capability and capacity is not yet up to scratch to warrant the ability to do so yet. Have a back runner who hands over the food be it collection or delivery particularly on your busiest days. Ensure proper and appropriate customer service training especially those who are front of house. Some people's skills are better equipped elsewhere in the business. Make sure all the staff know the menu off by hand so that if quizzed they can help more readily. Given the rave reviews which drew me to the place it is disheartening to leave a poor one but I think it is important to share my experience in the hope that a important part of what brings people back is not lost to the Hounslow Restaurant Reputation of below average customer care. The reasons I chose not to complain at the time was I had waited a fair amount for the food. I was not given a recipet for my purchase. The manager was already dealing with another in discretion and I could not wait any longer. I was to deliver the food to my friend's house. In conclusion the food itself was pleasant enough if a tad cold. I would only advise others to order over the phone. Go in house if you are actually eating on the premises. I won't be...

Mr. Singh's in Hounslow is proof that God does answer the prayers of vegetarians when it comes to pizza. OMG! Outstanding coriander (dhaneeaa) pizza made to exquisite perfection. Executive Head Chef Prabhjit Singh is a master of his craft when it comes to creating sumptuous pizza flavours that melt in your mouth. Taste, presentation, and an amalgamation of desi ingredients put Mr. Singh's on another level of excellence. Each time I visit Mr. Singh's in Hounslow, the aura of the Sikh culture and hospitality can be felt in each and every team member. To call this hidden treasure a restaurant would be a downgrade. Mr. Singh's is much more than just a restaurant. It is a dining experience for vegetarians who seek perfection in their pizza. Served hot from oven to table makes the pizza taste even better. So much attention to detail. It's time for Mr. Singh's brand to step out of Asian neighbourhoods (Hounslow) and make its presence felt in mainstream UK. Why just the UK....I can clearly see the tribe (team) of Mr. Singh's making its way to places like New York, Singapore, Doha, Berlin, and Dubrovnik. Who would have ever known that when you mix Sikh culture and hospitality....one would end up tasting incredible varieties of vegetarian pizza's. Kudos to the owners and management team for hiring people smarter than them. Only when a CEO delegates, brand confidence becomes visible. Mr. Singh's, I thank you for your consistency in preparing divinity in my pizza order...

Credit where its due, we ordered food at 6pm and the delivery time was 50mins on justeat. After an hour had passed I call Mr Singhs and they said due to an issue with them being busy and justeat that our delivery would be an additional 35mins on top of the new updated justeat time of 20mins, not great as we had two hungry kids to feed. I called again when the 35mins had passed and the time now went up to an additional 45mins. Basically they had no idea when justeat would assign a driver, an issue they had throughout the evening. Annoying if I was told this before then i would have cancelled the delivery due to the kids having to wait, the new quoted time was nearly 3 hours from the order, admittedly they took ownership of this oversight of missing key information at the time of my first call to them. I would not want to share how they resolved this as there is people reading this who will take advantage of the restaurant’s good nature and try to manipulate them but simply put they resolved the issue but it meant i had to get something else for the kids as there was no way they could wait any longer.

I am grateful for their help as it was mostly a justeat issue but they took ownership, so thank you for not leaving us in a completely difficult situation.

Food is always great, we order here regularly. Always a pleasant person on the phone to speak with and the lady tonight was very accommodating and apologetic, she was eager to make...