Chaiiwala — Restaurant in Newcastle upon Tyne

Been there multiple times. Mostly positive experience. Good food but Once the chana masala was spoilt. The service was bad at that time. A girl who is taking order behaves rude all the time

Updated on the latest chaiwala visit Worst customer service - Rude and unprofessional behaviour

26 April we ordered Nutella wrap, Mango falooda and 2 scoops of ice-cream (Rose and Mango). The girl behind the till served us 'Rose and Vanilla', when I told her it was not my order she showed faces and responded rudely. I ignored and ordered two scoops of Mango again. She came back with 'Mango Falooda'. The Falooda was warm, we can feel the temperature by just holding it. I don't understand how she did not even notice that the drink was not cold and served it to us. It is obvious that she doesn't care about anything she just wanted to throw it on the table. This is not the first time that girl is behaving rudely with us. Usually we ignore it. But when I checked the reviews, many people have mentioned this about the girl. We really got upset with this level of customer service.

Went back to the till and asked whether they serve the falooda hot or cold. He touched the falooda and immediately realised and apologized. Replaced 'Rose Falooda' instead as it mango flavor was not available. He apologized several times and offered large falooda instead of the regular we ordered and a water bottle. We insisted to pay for it, as I told him I want to raise a complaint to the management about the girl. But he refused accept money for the water bottle. I requested to meet the manager or the management to raise a complaint against the girl for her rude and unprofessional behaviour, but he mentioned no one is available.

Hence I am forced to write this. I will be sharing this in all the social media platforms available and will reach out to the management. We have never experience such a rude and unprofessional behaviour from anyone in any restaurant except the girl in...

Updated July 2023 Visited a year later, to see if the restaurant has maintained it's standards. Ordered several items from the menu, including English breakfast, Chicken Tikka Naan, Cream cheese Parantha, Karachi Bun Kebab, Butter Chicken Roll, Samosa Chaat, Masala Chips, Classic Parantha. The food was on point, tasted much better than the other shop nearby. There are a limited range of soft drinks which is disappointing. The woman at the counter refused to refund an item on my order (ice karak chai) that I decided I didn't want, even though they hadn't started making it. The manager said he'd refund it in cash once they'd completed making our order. This was rather strange. There were no serviettes available, when we asked for tissue they have us a blue industrial roll which really doesn't match the high end branding. My English breakfast arrived without any cutlery, so I had to get up and go ask and was directed to the self service table where I found a wooden set. Why could they not have delivered this along with my food? Overall, food was well cooked and tasted great. Decor is brilliant. Service needs to improved, staff should be more enthusiastic and try to make the experience an enjoyable one, certainly not refuse to refund, if customer changes mind on an item.

Nice and clean, air conditioned. Tea...

The one in Newcastle is not very consistent unfortunately. Please hear me out bcs if it's not for these I would give it 5* as when I visit other cities the fóod and service has been great and made me want one in Newcastle.

The service is generally ok polite staff etc. However the waiting times can be long so I think twice if I want to order. Can phone up and check waiting times though if this is a concern?

They haven't had sugar free karak chai in for absolutely ages which is disappointing because their original is sickly sweet so if you get a breakfast deal my tea goes to waste and it's sad BCS it's really tasty!

The desi breakfast is really inconsistent. The daal is sometimes dry and so salty and other times perfect. Or the channa is really wet and flavourless. Other days it's gloopy and tastes awful. Other days it's so tasty! And at that price point it's a huge waste when it's no good.

Generally in the pandemic it's abit overpriced because for example their stuffed aloo paratha is £2. Fine on the go... But at home you could have much nicer and a way bigger portion as theirs is super basic and not 'stuffed' at all. I thought i was eating a regular paratha at first lol

I tend to buy the breakfast but like I said inconsistencies put me off...