Sicilian Pizza — Restaurant in Wales

After 1 hour of ordering my food I contacted the restaurant for an update to hear my food is here and ready cooked just waiting for another driver which could be 30 mins longer, I immediately became concerned with the time my food would be sat there, the gentlemen on the phone assured me I would receive the best quality food , after very little thought I asked for a refund and he said he cannot do that and for me to wait for my food, giving me no chance to Express my concerns before he hung up, 1 hour 35 minutes later I receive my food and the pizza is like cardboard and my partners kebab was wrong, wrong salad and no sauces, not to mention not a good standard of food(very dry and crispy) this was very annoying but we understand things can get missed, we contacted the restaurant in hope they could help us with the problem for him to say theres nothing he can do, we asked for some sort of resolvement but he was rude for a third time and told us to contact you for a refund, which in itself is rude and not very unprofessional, i am more unhappy with his customer service and to hear he is the owner only worrys me more.

It annoys me i cant give them 0 stars, 18 pound isnt pocket change for me to waste on food i havent eaten...

I order at least once a week. The last four or five orders, have either been incorrect, smothered in greese to the extent where the wrap is like tissue paper. Everytime we call and make a complaint, we do not get a word in, the man shouts and says we've ordered wrongly. We never ask for another order to be sent out because of the attitude. We once ordered chicken meat and chips which is always our order, as we do not eat anything else from sicillian. He sent us chicken strips, when I complained he said if we don't had chicken meat, then we send strips.. However on the call he didn't state there was no meat, no apology was made, in matter of fact, he said 'I can not do anything now, I am busy'. Very rude, never accept that they are in the wrong, and won't be eating here again. Poor...

Updated from 5 stars to 2 on 27/03/24

Service was horrendous. Estimated between 20:25-20:45. Nothing shows up. Updated to 21:00, and after a call at 21:00 they said 5 mins. Food finally showed up at 21:17. Over 30 mins later than latest estimated time. Food was luckily warm but the chips weren’t cooked and soggy. As was the garlic bread. When I enquired about a refund off the driver all he said is I’m busy working. Very disappointed as I’ve been ordering from here for years. Not how you should treat any customer let alone a loyal one. Avoid at all costs. If any issues be prepared to fight delivery company or do a bank charge back...