Lewis’s Fish & Grill — Restaurant in Maidstone

The ice cream was in with the food, so the ice cream melted and the food was cold, I phoned and spoke to Megan whi offered to send it out again due to the wait I said send it another day, I called up today and spoke to Craig who said he was the managers and one of the brothers that owned the shop and he said I had misunderstood and would send the ice cream out. I explained why would I have accepted that. He couldn't justify that. I explained I had been a loyal customer for years and even previously left good reviews again he said I will send the ice cream. At one point he even said he had to go as another call was coming through. I advised I would leave a review explaining what had happened and he said if that's what I want to do. I explained it wasn't but what other choice did I have.

It's really sad as you only know how good a company is when you have a problem and how they sort it out.

Lewis have failed miserably and I will vote with my feet and tell everyone else about.

Do yourself a favour and use another take away that values their customers.

TO YOUR RESPONSE CRAIG.

IF YOU LOOK AT THE TIMELINES, I ONLY REQUESTED THE REFUND AFTER YOU WENT BACK ON WHAT MEGAN OFFERED AND AFTER WE SPOKE. PLEASE CHECK YOUR FACTS BEFORE YOU QUOTE SOMETHING. ONCE YOU CHECK YOUR FACTS ANY APOLOGY WOULD BE NICE.

AT LEAST DELIVEROO VALUE THEIR CUSTOMERS.

I WONT BE USING YOU AGAIN AND THANKS FOR THE RESPONSE TO ADD TO THE STORY.

7/10/24

I am not and was not trying to get anything for free. I didn't contact deliveroo until after you went back on what was offered. Strange you find it hard to apologise when you are wrong.

Why would I ever want to use you again and why would I ever recommend others to do that? I WOULDN'T

What have you done in your response to change my mind? NOTHING IN FACT YOU HAVE CONFIRMED I HAVE MADE THE CORRECT DECISION TO NOT USE YOU AGAIN.

What is unreasonable in asking for what i ordered if not my money back? Deliveroo agreed that I should have my money back and have since refunded it. ITS NOT UNREASONABLE.

I understand you are a small independent company and I chose to support these as you normally get great service, in this case I was wrong and I hope others...

Ordered my food last night, was looking forward to trying the food here as the website stated such good things. When I received the peri peri chicken wrap, I bite into it and first bite was gristle a then when I look in side the chicken was dark and poor quality, shouldn’t be served to customers. I see a picture of the wrap on a review looked fantastic and was really excited to try this, complete opposite the chicken looked like it came from a packet not fresh. When I then called up I spoke to a member of staff about how upset I was that I couldn’t enjoy my meal, they said because I ordered it through order yo-yo, I have to call them to discuss my options, as a family run business I expect this to be sorted straight away, not really my job as a customer to be ringing a company they pay to use for their refunds. When I called order yo-yo they confirmed the store had to agree a refund and can’t do anything until then. So I call Lewis fish bar back up and speak to someone called craig, in the end was very helpful, but said he doesn’t have time to look into my problem. In my eyes is disgusting customer service, quick to deliver my food as a new customer but because I wasn’t happy with an item and wanted something else, as it would have been free they didn’t want to know. My advice don’t order from there website as when ordering food online it’s through order yo-yo and the store will not help if you have any problems like a normal takeaway business should resolve straight away when we are...

So we ordered just some chips curry sauce and drink, we waited for the order for a little while. One of my house mates messaged me and said that the food had already been and gone. I called the restaurant to get the food re delivered, the guy on the phones said that’ll be another £3 for the second delivery, which was fine. I thought it would be done through deliveroo (the app I order the food on originally) however, when the courier arrived with my food for the second time (the same food from the first order which had been out of the heater for 15 minutes) he asked me for £3 cash for the delivery fee…. Which I didn’t have as I paid for my entire order on card, the courier rang the restaurant and they told him to not give me the food… I called the restaurant back. The guy on the phone said to me that: “he wishes Deliveroo enabled him to charge me the delivery fee through the app”. I said that he did not specify that I needed to have the £3 cash. I’m a regular customer at Lewis’s fish and grill, however I believe that this incident was dealt with in the wrong manner. The person I spoke to got a little sarcastic throughout the phone call. Saying that he would say to Deliveroo that the food was delivered so I’m not able to get a refund. I could if brought the £3 to the shop the next day? Paid over the phone? No other options were given other then £3 cash. As I said this is normally my go to for nice quick food, but my mind has been diverted due to lack of customer...