Chans Noodle Bar Cwmbran — Restaurant in Wales

I have ordered with Chans for years and never had an issue. In the last few months the delivery service has gone downhill taking much longer than the expected time with one order missing items. Tonight however, absolutely appalling service was received. Order placed directly via the website and confirmed at 18.54. At no point when ordering did it say that wait times were high. It said the order would be delivered in 45 minutes. I received an email to say there would be a 40 minute delay and the delivery time was now 20.18 - much longer than expected but I know so it’s not the end of the world. At 20.31 the food still had not arrived so I called the take away to be told that they were waiting for a driver to arrive. At 20.53 I called back to say it had now been 2 hours from the point of ordering and I wasn’t prepared to wait anymore. I wanted a refund. I was told the food had now left the take away and if I wanted a refund I had to reject it at the door and because I ordered through the website, they couldn’t issue a refund I had to contact OrderYoyo directly as they manage their site. I finally managed to get hold of someone in a WhatsApp message from OrderYoyo who said they would contact the restaurant to get authorisation for the refund. They came back and told me they couldn’t give a refund because the food was on its way!!!! I told them it was now well over 2 hours late and I didn’t want it. They again contacted the restaurant who refused to authorise a refund. I had to call them myself again and by now it is 21.17 and still the food hadn’t even been attempted to be delivered for me to reject it. When I spoke with the girl again (who had not apologised once for this ridiculous delay) she denied speaking to anyone at all from OrderYoyo and said no one had contacted them about authorising a refund at all!! I send this in a WhatsApp to OrderYoyo who contact them AGAIN and finally get authorisation for a refund. An absolutely ridiculous situation. As a family we now at this time of night have not eaten, need to order from elsewhere and won’t receive a refund for 3-5 days! I will never order from this place again. Use Golden Gate or Jade Garden...

1 star seems very generous. Food is pretty good, but wait time is unacceptable. Have ordered from Chans for years and have noticed a decline. Ordered a few weeks ago and food was over half an hour late. Ordered from them on Saturday, after an hour and numerous phone calls (to no answer) food still hadn't arrived, resulting in me driving to the store. Got there to find absolute chaos - the phone was taken off the hook (hence no answer), our food hadn't been started, another customer also at the store as their food hadn't been delivered, boxes of just eat deliveries scattered all over the place, and a constant beeping from....somewhere... Staff were incredibly rude and unapologetic. I appreciate that they were very busy and, no doubt, stressed, however this does not excuse a lack of manners and customer service. None of the staff were social distancing or wearing masks / ppe, including the just eat drivers. Did not see anybody washing their hands or using sanitiser either. When I asked why this was I was told "I wear glasses and they steam up" (and? ), "my daughter is a senior nurse and so I know the rules surrounding covid" and "I live on my own anyway so have nobody to keep safe" (other staff?). (I am sure I don't need to remind you, reader, that we are in the midst of a global pandemic). I asked for a refund multiple times and was either ignored or the subject changed. Eventually I was offered a bottle of coke. I was eventually given my order, 1 hour 45 minutes after the time I requested delivery and 3 hours after point of order and drove it, and my coke home myself (despite paying for delivery). Needless to say, am now taking recommendations for a new Chinese takeaway, as I won't be ordering from...

I've been a loyal customer of Chans for years, and I've always praised their food, especially the Kung Pao, which is hands down my favourite. The flavors are incredible, and the quality of the dishes is consistently 10/10. However, I regret to say that my recent experiences have been disappointing.

In the past few months, I've noticed a significant decline in service. My last three orders took between 1.5 to 2 hours to arrive, and each time I had to follow up multiple times just to check on the status. On one occasion, after waiting an hour and a half, I called only to be told they had no idea when my order would be sent out. I ultimately had to go pick it up, which meant we ordered at 7:30 PM but didn't eat until 10 PM. Additionally, one order was missing an item, which was delivered later but couldn’t be enjoyed with the meal.

I also had a frustrating experience when I visited the restaurant for a drink. I waited 10 minutes in line with only one person ahead of me, and it was frustrating to see the staff member taking such a long time to prepare a single bubble tea. When it was finally my turn, the employee informed me that my drink would take 15 minutes to make. Waiting 25 minutes for one drink, especially after such a long queue, felt outrageous, so I decided not to order.

While the food continues to be exceptional, the delivery and service experiences have made it difficult to justify ordering from Chans anymore. It’s truly a shame, as I have always enjoyed the food here and appreciated the quality. I want to emphasise that my feedback is in no way a reflection of the chefs—they deserve all the praise! I hope the service can improve, but unfortunately I’m not sure I’ll be ordering...