We've been going to Jalali for years now; however, tonight we had the same experience as some of the other reviewers by the looks of things!!
We had ordered a chicken chaat starter as part of our meal, and this was confirmed back to us over the phone no problem (which both my partner and I heard as it was on loud speaker).
When it arrived, there was no chicken chaat, so I called them up and politely let them know it was missing- I was told in no uncertain terms that this was my fault as I hadn't ordered it! No apology was offered at any point, nor did they offer to send one round. They just simply got on the defence straight away, to my shock, and said it hadn't been written down, as I hadn't ordered it, that I hadn't been charged and that it was my fault.
I then calmly asked what they wanted to do about it (expecting them to suggest that they would send it round for us now, which would have been absolutely fine) but no- the guy just repeated that I hadn't ordered it. When I said to my partner "Do me a favour, did we or did we not order it?" and he responded yes, the guy then got extremely defensive and started accusing me of shouting- which we both know I wasn't at all. This was simply because he'd been caught out. He told me he "wasn't arguing with me"?! I then, again, calmly asked to speak to the Manager and was told no and that he would "only say the same"; that it was our fault. I then tried to reply back to this, but was completely spoken over, so then I shouted (eventually I did snap after all that!!) that we simply wouldn't be ordering from there again and put the phone down!!
We've recommended this place to people for years, but will be doing the absolute opposite now. A simple "that hasn't been written down, sorry- we'll send it out now" would have done us absolutely fine, as we all make mistakes, but their response was ridiculous. Utterly horrendous customer service. read more