Oh So Creamy — Restaurant in Nottingham

The food here is great however we've ordered from here 3 times over the past few months and twice we have had to wait about 2+ hours for our food (2 waffles and a milkshake). The first time we had to phone them after waiting about an hour and half for our food and the manager said they were sorry they were just very busy and would send us complementary ice creams to apologise for our wait and our food would be with us as soon as they could send it. Not great but we did get our food in the end and he was nice on the phone.

Second time, we waited an hour and the Deliveroo driver turned up with only one milkshake and no waffles, he apologised and said that they forgot the waffles and someone would be on their way with them. After waiting another 15-30 mins and no one turning up I had to ring up again and was passed over to manager who said, again they were very busy and they hadn't even made our waffles (after now waiting about 1 hr 30 mins) but they were making them now and should be definitely with us within 30 mins. 45 mins later they turned up and they said they would fully refund me for the order as they messed it up, but I am still to receive the refund.

Overall, a bad experience, with long wait times for food and it seems they take on too many orders than they can handle so your orders can get messed up easily as staff are flustered. I don't think we will order here again, I don't expect to pay £20 for 2 waffles and a milkshake only to wait 2+ hours for food and only get an update on the order after I ring them up myself. Would recommend going to delightful desserts or Heavenly desserts instead, they have similar food and haven't gotten our...

Ordered via UberEats, they sent the wrong waffle (ordered oh so fruity but got a waffle with a few blueberries and mouldy strawberries), ordered a snickers milkshake with a half a bar of snickers sat at the bottom of the cup unblended. Ordered a mango smoothie, received half a cup of it with no mango in it just a mouldy banana taste that looked like vomit with a yellowy pinkish colour. Will not be wasting my money on this place again.

Edit following response: I did contact yourselves and the response was poor customer service and deflecting blame. Like I said, will not be wasting my money here again as you have clearly added lying to your menu too. The smoothie was sipped in the photo, but it had arrived as half a cup- still paid for and still was tasted I never denied that. As a family we do not leave reviews as a first resort, only in rare cases and if the service and food is very poor to warn others. Maybe look into the definition of misrepresentation vs...

Ordered 2 milk cakes and 2 milkshakes Friday evening at 10.20pm on just eat, delivery time estimated to be 11.10. I called at 11.30pm to be told that the delivery driver only left 15 minutes ago and had several deliveries (fair enough), new estimated arrival time of 11.50pm. Order came at midnight, only to be told they had ran out of the milk cakes we had ordered and had sent cheesecake instead (again fair enough) but they had also ran out of milkshakes and sent a can of Pepsi and can of mango tango to replace the milkshakes. Nothing was mentioned to me about this when I called to chase up delivery, I called them up straight away to question this only to be told by the young lad that he had only just come on shift and he apologised and didn't know what had gone on and he was receiving several phone calls. I do not understand how you can order a milkshakes for 6.99 only to be sent a can of cheap pop. Luckily got a refund from just eat, will not be ordering...