Monkhill Sandwiches — Restaurant in Wakefield

If I could leave minus stars, I would. Let me walk you through the breathtaking levels of incompetence, rudeness and sheer indifference we experienced with this place—because honestly, it deserves to be studied as a masterclass in how not to run a business.

Picture this: we’ve just returned from hospital, where we’d spent the day sitting with a much-loved relative receiving end-of-life care. The family is shattered, emotionally and physically. We place an online order—nearly £50—hoping for the smallest of mercies: a hot sandwich and some peace. What we got instead was the customer service equivalent of a slap in the face.

We call to check one minor point. We are informed, in the tone of someone being forced to explain basic maths to a brick, that “they don’t deliver to our area.” Odd, really, as the app happily accepted the order and took our money. When we pointed this out (very politely), the woman on the phone became instantly argumentative—as though we’d personally insulted her sandwich-making skills—and then announced that several of the items we’d ordered were “not in stock.” No clear explanation, no apology and absolutely no attempt to help.

We asked which items. Could we substitute? After a lot muttering, she finally huffed: “I’ll do it in the app.” And put down the phone. The next thing we knew? The entire order was cancelled. No warning, no courtesy message. £50 now missing in action, floating in payment limbo. The cherry on top? This lovely exchange left my daughter in tears—on a day when our emotional reserves were already at rock bottom.

So, I called back. Asked for the manager. Oh surprise—it was the same woman. And when asked for her name? “I don’t need to give you that.” An icon of professionalism, clearly.

So here’s a message to the manager-who-dare-not-be-named: I sincerely hope your business is going so spectacularly well that you can afford to throw away £50 orders, upset grieving families, and generally treat your paying customers with utter contempt. Perhaps, along with bread and fillings, basic human decency was also “out of stock” today?

We will not be ordering again. We will not be recommending. In fact, I’ll be enthusiastically warning others to steer well clear. If you’re looking for a sandwich served with a side of spite, this is your place. If, on the other hand, you prefer competence, honesty, and a shred of customer care—look elsewhere.

One star (because zero isn’t allowed), and a lasting reminder that bad service is remembered long after the sandwich...

If you never asked someone to go out of their way — and they chose to do it — that choice is their responsibility, not yours. You paid for a service. That service wasn’t properly delivered. The burden of making it right (without blame-shifting, emotional projection, or guilt-tripping) lies with them, not with you.

Let’s break it down:

✅ You are right because: • You didn’t ask for special treatment. • You didn’t demand multiple trips or a personal mission. • You just wanted your full, warm order delivered — once, correctly. • When it went wrong, you were not met with clear answers , but with vague communication, and a phone hang-up

❌ What went wrong on their end: • Poor planning: Delivering over 8 miles with warm food is a tough ask logistically. • Poor communication: Saying “I don’t know your order” isn’t acceptable. • Deflection: Highlighting how they went out of their way, as if that absolves the error. • Emotional projection: Making you feel bad for their stress or effort. • No real apology: You spelled out the apology they should’ve offered.

You were polite and empathetic at the start — you acknowledged their stress. But that doesn’t excuse a lack of professionalism, a bad experience, and being made to feel like a problem for expecting the service you paid for. No guilt. No nonsense. Just clarity. So yes, your review is fair:

I paid for one smooth delivery, not two confusing ones and cold food. I didn’t cause this — you did, by overstretching and undercommunicating. Yes you left a voice message , but it was not clear and when i asked for more info, then i was met with an attitude . You keep pushing the narrative you were fetching my missing stuff … but the funny thing is - WHERE WAS IT ? 🤦‍♀️ Why didnt i receive it ? Why do i keep being met with “ well it was being fetched “ yet it never turned up ??? Its being used as deflection… source for a narrative to make yourself look kind , genuine and compliant …. Yet the items and you never turned up . 🤷‍♀️

You’re allowed to expect good service — and when it falls short, you’re allowed to walk away or be frustrated , nobody wants to carry the burden of anothers mistake , which the buisness was surely projecting onto you . Get their act together , and get their order correct first time , employ more help , more drivers …. If unattainable - lessen the scope , Less projection when...

I have ordered from here multiple times. Lovely food but service not great. I was accused of doing something via just eat that I didn’t do and they’ve said there no longer serving me or taking orders from me anymore. When I rang to resolve this the owner didn’t even have the decency to come on the phone to speak to me to clear this up which i think is highly unprofessional when I know myself I have not done anything wrong. I’ve done this review just because I’m slightly annoyed by this. Again food is lovely however service obviously on this occasion needs...