Shillingford Traditional Fish & Chips — Restaurant in Wales

Really disappointed to change this review but I placed an order online for delivery like I normally have and normally get delivery within 45min to 1 hour after, but tonight 2 hours lapsed and still nothing turned up, I tried to call the shop but no one answered after multiple calls so I decided to visit the shop and the lady behind the counter went to look for the bag with the receipt to find it at the bottom of the pile and was very helpful, I was happy to take the food there as its always tasty and hot but just out the blue Rees (not the owner) working behind the fryer asked the lady what's wrong, she said the order was over 2 hours old and he quite abruptly said "oh well" shrugging his shoulders. No offer of an explanation or a phone call to say it's going to be running late just pure negativity towards the customer. I think shillingfords needs to go back to the delivery services like Uber or deliveroo where if things like this happen we can just simply raise the issue with them and let them deal with it, when they are running their own delivery service and have a staff member with some negative responses it leaves me to say I won't be going back here again and will be using hikarys or the model from now on. Such a shame as the food, nearly all the staff and it's owners are fantastic but to be treated like this even once is...

Ordered food for collection online for me and my daughter, went to collect it at the stated time and as usual it's a wait before they even asked if I was collecting an online order. Then they start cooking my food and tell me they're out of the jacket potato topping I ordered so I have to pick between two other specific toppings, no option to pick a different item from the menu or anything, just a change of toppings. Now, I can understand like anywhere they can run out of something but to still have it available to order online when they knew they were out (checked after collecting and yup, still able to order it) is ridiculous. They almost forgot my daughter's drink and only remembered because I went to grab it out the bag for her when we were there, and based on the customer service I had there, doubt they would have done anything if I didn't notice until getting home. Food itself was average at best, the chips were nowhere near the same quality they've been in the past, jacket toppings tasted like cheap supermarket stuff. Won't be back...

I've just been in. I am disabled. I suffer chronic pain. My child is disabled. All we wanted was an ice cream. We arrived in the shop, got our ice cream and were made to wait whilst I could feel it melting in my hands and the two women who came in after us were served first and had a long hot food order. All we wanted was a single ice cream. My disabled child started to get agitated and was pulling on my hand. The pain was too severe so I told the cashier I was disappointed she couldn't have just let me tap for the £6 ice cream and I'm leaving. She had the cheek to tell me to put the ice cream back in the fridge if I'm not going to buy it. I do think they could streamline their service by having the singular, cold items scanned first and have some compassion when dealing with customers. A simple acknowledgement and an apology could have gone a long way instead of telling me to leave and make sure I put my ice cream back if I don't want it....