Castle Gate Restaurant — Restaurant in Wales

Terrible experience, placed order yesterday 14th Dec 2024 through Just Eat, delivery 7.15pm. My husband rings Castlegate at 7.20pm to ask when the order will be delivered? He is told the driver is leaving now. At 7.45pm my husband rings again, a lady tells him the driver is leaving in 5mins, my husband asks to speak to the Manager, the Manager confirms the order will be delivered by 8pm. At 8.10pm we drive up to Castlegate. My husband asks to see the Manager, the Manager steps forward into my husbands personal space and says "you have beef with me?" I am shocked that a Manager would behave in such a confrontational manner. Of course this will create a reaction. My husband asks for a refund. The Manager then suggests they both go outside, they walk to the corner of the carpark, it is then that the Manager tells my husband he grew up in London, spent time in Brixton Prison with murderers and he knows where my husband lives!! This is a veiled threat. My husband asks him if this is a threat, the Manager walks back to the restaurant. My husband comes back to the car and tells me what has happened. I obviously am concerned with this situation. I walk into the restaurant and ask to see the Manager. He comes up to us but is not interested in me, he deliberately steps close to my husband pushing hid face into my husbands personal space. I ask him if he made a veiled threat to myself and my husband. I ask him if he told my husband he served time in Brixton Prison with murderers and that he knows where we live? The Manager will not answer my question, instead he points to the cameras in the restaurant. That's great it does not deter me, I state that the Manager made a veiled threat, he served time in Brixton Prison with murderers and he knows where we live, if anything happens to us or our house then the Police will be here as we know where you work. I did feel intimidated as the Manager was in my husbands face, a member of staff was to the right of me, another to the left and the receptionist was behind me. If you look through the camera footage I was not confrontational, however that cannot be said about the Manager. Rest assured we will not be ordering from Castlegate again. I do not take kindly to threats, even...

Ordered takeaway from here and was given a 45 minute delivery time. No problem! Called after 50 minutes for an update and was told they were waiting for the driver waited another 20 minutes and still no food so called again, same person told me it should have been with us 5 minutes before and just wait 5 more minutes and it will be there. Waited a further 15 minutes and called AGAIN this time the person was very confused and the manager came on the phone to tell me my food hadn’t infact left and now had. Tried to tell me he gets it were hungry but what does he want me to do about it. Offered £15 vouchers which I said I didn’t want because after this experience I wouldn’t be returning. Found the manager very rude compared to the other guy I’d spoke to 3 times before. Told him it’s been an hour and a half and I want to know where it is. He told me “count 2 minutes” and it’ll be there if not call back and he’ll give a full refund. Funny enough driver pulled up.. in A complete suit (looked like a waiter) after exactly 2 minutes. I didn’t bother to call back because I don’t want the vouchers as one of our curries was so oily the oil had spilled out the sides of the packaging during transit and then dripped down all over my kitchen worktop, floor and brand new suede shoes which are now ruined with a stain. food was ok not really warm, one basically oil curry and one okay. One very questionable garlic naan other naan fine. Rice as you’d expect I guess.. overall a below par meal for now 5x the price now having the replace...

We ordered food which arrived late, only to then find we were missing items. Called the restaurant to let them know to just be told "sorry about that". I then received a call stating they'd "just noticed" they hadn't sent some of our order and that it would be with us right away so we waited before starting our meal- 25 minutes later I received another call to say they wouldn't be coming for at least an hour so I might as well take a voucher. I tried to explain that we had waited to eat because they said they were on their way so our food was freezing. The manager said "well what do you want me to do about it?" So I asked for a partial refund and he mocked me saying "just for 2 items missing" over and over. I told him it was for the inconvenience of our food being cold and missing items that we'd waited 40 extra minutes for beyond the original late delivery, to which he replied "do you know what I'll send them out now". They arrived a further 20 minutes later however still missing 1 item but by this point we were just over it as our food was freezing and just not worth the hassle. It's a shame because we were somewhat regular customers up until this point & the food has always been wonderful. I can only imagine the way he treats his staff if that's how he spoke to a customer. A...