Lucky Star — Restaurant in Southampton

Unfortunately it just keeps getting worse. We have used this Chinese over the past year since moving. The food is good and well priced. If you ever get it...!

We had several occasions where an item or two were missing. We phoned them up, received an apology and told it was being sent out immediately. Frustrating but good customer service, right? But we never received those missing items we had paid for and when we phoned them back we were told they were busy! Did not receive a refund either.

Yesterday was the THIRD TIME now that we placed an order on their website and the restaurant was closed! Waited for ETA email which didn't come so phoned several times. "Phone number is not in service". Received a call AN HOUR after our order was placed and we'd been waiting for our food to arrive, telling us restaurant is closed and we'll receive our money back within 5 days.

WHY keep your website open and show as open everywhere, take orders and take people's money when you KNOW you are CLOSED! You know people will order, pay and expect food delivery. Surely it's easier on you to close for orders rather than make so many phone calls to dissatisfied customers.

We gave you the benefit of the doubt the first times because we received a very apologetic phone call (the next day!) asking how you could put it right, which you did and we like the food. But now this seems to be a regular thing. Even after all the complaints and negative reviews that caused you to go from a 5 star rating. I don't usually take the time to leave reviews but it is appalling.

It really is a shame but you've shown little respect for your customers and we're fed up now. Unfortunately we won't be ordering from here anymore.

Update 14.10.24… still haven’t managed to get my money back over two months later. Still going back and forth with the bank. What an...

DO NOT ORDER FROM HERE ⭐ 0/5 — Absolutely Terrible Experience

Placed an order via Uber Eats with an estimated delivery time of 40–50 minutes. The restaurant gave no updates or communication during the delay. After over an hour, I called multiple times — no answer. When someone finally picked up, they were very arrogant and rude, I was met with excuses about being busy and a driver’s car breaking down, and was told to “wait another 25 minutes.”

They refused any refund, including the extra delivery fee I paid, and the food arrived 2 hours and 30 minutes late with no apology or explanation. The quality was average at best, and their attempt to compensate with a few free prawn crackers was insulting.

This level of disorganization, dishonesty, and disregard for customers is completely unacceptable.

The food itself? Completely mediocre — definitely not worth the wait or the hassle. Customer service was nonexistent, communication was terrible, and the whole experience was just unprofessional and disrespectful to paying customers.

Avoid this place if you value your time, your money, or even a basic level of courtesy.

I hope it burns to...

One star is generous. On the 7th August we placed an order on their website and it turned out that they were shut. We got a call after an hour or so from ordering to tell us they were shut and we will get a full refund in 5 days. Still awaiting a refund.

If you do get your FULL food order the food is nice but we’ve used them 6 times in last year and twice they’ve been shut. At least last time we got our money back. We’ve had incidents where they missed part of the order and were told they would redeliver stuff...