Let me start by saying that the food here is extremely good... when you actually receive it on time, which is why I gave them four stars.
I visited this location today for the first time in person (though I've had their food before). I arrived around 11:45 a.m. and was the second customer in line. I ordered two kati rolls and one biryani -- specifically an Anda roll, a Chana roll, and a biryani. Even though I clearly said 'Anda' (omelette) roll, my receipt showed Aloo (potato) roll. I pointed it out, and the cashier who was nice promptly told the chef to change it. Fine.
Right after I ordered, the place filled up quickly. We sat down in the back waiting for our food. The music was quite loud so I thought that maybe I didn't hear my name, but it wasn't called at all. I even went and stood near the counter a couple of times, and the cashier didn't once ask if I was waiting for anything. I even noticed a biryani dish sitting on the counter for quite a while (which was indeed mine), but assumed it belonged to someone else.
After 15 minutes, I went back the third time and finally asked whether my order was ready, and of course it was. It had apparently been sitting there all along. When I asked why no one called my name, the cashier said he was "waiting on the chefs," which didn't make sense because the food was already prepared and sitting there. I had also ordered well before many of the people who received their food ahead of me. At least in my case, the kitchen was slow, and this is stressful especially when you are short on time.
I hope the owner takes this into consideration as constructive feedback: Please train your staff to be more attentive and customer-service oriented and to stay on top of order timing. Serve the food items in the order they're received, and be aware and communicate with customers who are clearly waiting for something.
That said, the food is great, and I will be back for more, but the service experience definitely needs improvement. read more