Complete review plus owner response and reply.
UPDATE TO RESPONSE FROM OWNER - Your information isn't correct. While the order was placed 45 min before it was picked up, it was SCHEDULED to be picked up exactly when it was. If your staff filled it too soon and let it sit, that's on you sir.
While your staff did call to say the Potato Burek wasn't available, they didn't "offer" anything. It was only when I was in the restaurant, and they said they couldn't credit me the missing food, that I asked for a substitute. I had to ask, then the staff had to check with someone, you I presume, before I could get the dessert.
As for the Lahemajun needing to be eaten fresh, what you gave me was not Lahemajun. It was closer to a Arayes, but as I said, dry.
Maybe you should consider a better POS for on line orders.
ORIG REVIEW
This was our first try of King Falafel in Tenafly. Overall, it was just meh. We found everything to be on the dry side. The falafel tasted like it was pre-fried, than reheated and put into the box. They tasted OK, but a bit on the bland side. The sabich sandwich was nice, very lite on the humus and baba, but better than the falafel. The mixed shawarma sandwich was well packed and the most balanced of the dishes. We also had the Lahemajun Pie, and that was a big disappointment. What they did was take the kufta kabob and smashed it between some pita, and called it a day. It wasn't open-faced, there was no tomato sauce, and the meat was dry. I'm sure they were probably embarrassed to say they were out of it because we also ordered Potato Burek, which they were out of and this led to an interesting exchange when I got to the restaurant to pick up my order because when I asked if they adjusted the total they said no. The counter person said I have to contact the company who we ordered it through online, and tell them part of the order wasn't available and that they couldn't take it off the order at the restaurant or offer any refund. Never have I experienced that. Rather dealing with that hassle I asked if I could get some dessert and they let me take a little assortment which was nice. However even those were dry.
Response from the owner an hour ago
Dear David,
Thank you for your feedback. We always strive to serve our food hot, fresh, and perfectly balanced, so we want to clarify a few things about your experience.
Our records show this order was picked up 45 minutes after it was ready. Middle Eastern food like falafel, sabich, and Lahemajun is meant to be eaten fresh; letting it sit for that long will unfortunately cause the bread and proteins to dry out, which explains your experience.
Regarding the Potato Burek, third-party apps process payments directly on their end, meaning our in-store staff physically cannot edit the bill or issue a refund. Our team explained this over the phone and proactively offered a premium dessert assortment--which actually cost double the price of the missing item--to ensure you didn't leave empty-handed.
For the best experience and seamless service, we always recommend ordering directly through the restaurant for pickup. We hope you'll give us another try and enjoy the food right when it comes out of the kitchen. read more