Restaurant owner savagely hits back at TripAdvisor complaint over 15 minute wait

A restaurant owner and a customer have got into a bit of a spat on Tripadvisor after the customer left a negative review over their waiting time.

Owners of Sai Surbhi in Fulwood, Preston, Lancashire, savagely hit back at a customer who claimed they were left waiting an hour and a half for their food to arrive.

According to other reviews on the site, the restaurant is regarded as one of Lancashire’s higher-rated eateries for south Asian cuisine and currently has a rating of four and a half out of five on Tripadvisor.

READ MORE: 'I took on the UK's most expensive fish and chips – and got absolutely battered'

But one customer did not agree as they bashed the establishment for all to see.

In the review, which was titled ‘I Would Rate 0 If I Could. Extremely long waiting times’, the customer said they were left waiting an hour and a half for two curries and accompanying bread, which had been pre-ordered on the phone.

The customer said they eventually received a refund from the restaurant after being ‘told no three times by the staff member’.

The full review states: "Ordered only two curries and a bread that still wasn’t ready after 1h 30min of waiting. When asked how long the the food would be, the same answer was given 'shouldn’t be too long now'.

“I ended up getting a full refund which was challenging as I was told NO three times by the staff member and I that I can wait for my food. I couldn’t believe what I was hearing, clearly the staff need training.

"No organisation and understaffed. I can’t comment on the food, if it was ever put on I would assume it was over cooked."

But the restaurant owner wasn't having any of it as they hit back at the rating.

They alleged the customer had ‘berated’ staff and ‘threatened' to give a bad review because their order was just ‘10-15 mins late from its allocated time’.

For the latest breaking news and stories from across the globe from the Daily Star, sign up for our newsletter by clicking here.

Outlining the experience from their point of view, the response said: "Your order had an allocated time of 9.30pm, you were kicking up a fuss at 9.40pm. Your refund was processed by 9.45pm.

“How you were waiting an '1hr 30min' for an order that was refunded within 1 hr since the time of the phone call made placing the order which you showed us, just shows again your nature.

"As it was a Saturday night all orders were all allocated 45mins-1hr. Minimum, Because we are that organised & we know how long our kitchen takes.

"We don't just knock out curries, we make each dish individually so it's not just a case of 'I only ordered 2 curries'.

“After I heard you berating my staff for having to wait, which she repeatedly apologised for, I stepped in and explained to you we had your order down for 9.30, it was now 9.40pm.”

  • Shocking moment woman spotted dismembering 'dead body' as Covid cases surge

They added: "You had ordered the lamb shank (excellent choice) a very tender dish that is slow cooked so the meat falls off the bone in a delicious curry sauce, and it takes longer to cook. We are busy, so it is running late (there was a full restaurant to view).

“As I explained this to you, you abruptly instructed us that on our website we are offering 15% discount off which you should be entitled to.

"Which my team member then informed you that this discount had already been applied without you even realising or asking (You're welcome)."

The response continued: "I don't like the way in which you spoke to me or the threats of bad feedback because you're order is 10-15mins late from it's allocated time."

For the latest breaking news and stories from across the globe from the Daily Star, sign up for our newsletter by clicking here.


  • Prince Harry shows off 'fixed' necklace that 'William broke in dog bowl fight'

  • Inside life of gangland hardman 'Mr Big' Paul Massey who was executed by 'The Iceman'

  • Monster 10ft python falls through roof onto horrified family as they're watching TV

Source: Read Full Article