TL;DR: Food is delicious, service is usually good, but management is atrocious. If there is a mistake with your order, management wants you to remind them the next time you come in for something complimentary and will not refund you for missing items under any circumstance.
Having eaten here and ordered delivery multiple times, the food has always been amazing, the service is good (I have never had bad service, but had slow service), and the delivery times are prompt. My issue is with the management who has always had their employees address the issues I have had instead of talking to me directly.
On more than one occasion items were forgotten in my delivery or take out order. Having 12+ years in the industry as well as ordering food from different places often, I understand mistakes happen. Traditionally places will refund you for the missing items and all is well. Evidently management here will not refund for any reason, especially at orders not in the restaurant. The first time something was forgotten on my order (years ago), they immediately sent me a coupon via email for a free appetizers (it was an appetizer forgotten). While this wasn't the "best" solution, I was more than content. I was happy that the establishment recognized the mistake immediately, did something reasonable to rectify it right away, and gave a proper apology for the issue. The coupon expired before I could use it due to the fact I kept forgetting I had it when I ate at Little India, but that is on me. Again, while I would have preferred a refund for the missing item, I was satisfied with the way the issue was handled.
The most recent time I had a friend pick up my paid to-go order (I ordered and paid over the phone and a friend picked it up). When my friend showed up to my place, it was missing a salad and 2 orders of naan. I called and spoke with the person who took my order, Sophia. I told her about the missing Naan bread (I completely forgot about the salad). They told me that the management will not give a refund, especially if the order is not there. The next time I order, I should remind them about this mistake and I would receive the missing items then. I politely told her that would not work for me and I would like to find a resolution the same day. I figured the management seemed untrusting of orders not currently in the restaurant, it is very unlikely they would remember or trust me when I order again, I also had no clue when I would order again. I told her while I would just prefer a refund for the missing items, I was open to other resolutions. During the conversation I told her that I am inside the delivery zone. She suggested that they just deliver the 2 missing orders of Naan, but after agreeing that would be satisfactory, I was informed it would be about 45 minutes. The delivery driver was there in about an hour and delivered my missing bread.
I want to very clear that all the employees I interacted with were friendly and polite. I never spoke with the management, but the audacity of their refund policy disturbs me. Especially since they expect their employees to delivery this outrageous policy. I know how mean and ridiculous people can be to service industry workers, so I can only imagine some of the abuse these employees have been through enforcing this ridiculous policy. Not to mention, the refund would have been less costly to the company than sending the missing items via a delivery driver (cost of making bread, salary of driver, other overheads, and probably would not have gotten this bad review).
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