I ordered dinner delivery from Nirvana Restaurant on election night to avoid leaving Peter Mansbridge's election coverage. I didn't have cash/ my credit card handy so I made sure to call and check that they took debit at the door, which they explained that they did. What happened after that was prettttt-tttyyyy frustrating.
6:35 PM - I placed my order online.
7:00 PM - I called the restaurant to make sure they received my order because I was told to to do so in the confirmation section of my online order receipt if I hadn't heard from them in 20 minutes. The girl seemed confused about my order, and took several minutes to check with the kitchen to make sure they had received it. It turned out they had, so that was all good.
8:10 PM - I called the restaurant to make sure that my order was on the way. They seemed a little confused about the order in the first place, so I called to check-in. I was pleasant (I worked in the service industry for years, so I get it) They said it would be 10 more minutes.
8:15 PM - Someone from the restaurant called me back and asked if I had anything other than debit. I guess the restaurant must only have one portable debit machine, because they're pricey to operate. I explained that no, I didn't have any other form of payment handy and the order had already taken over an hour and half. The gentleman told me it would be ten more minutes and he also explained that he would discount our order for the wait time.
8:30 PM - Food arrives after about two hours, no apologies on the part of the driver. My husband takes the food bags (with the receipt attached) and foolishly I didn't look it over before I paid.
This would never be a big deal, but not only did the restaurant not communicate the discount to the driver, and in fact he accidentally charged us a dollar more than he should've ($46.15 rather than $45.15). Again, this would totally never be a big deal to me, but after the comedy of errors I felt a little frustrated.
I called Nirvana immediately, to let them know the situation, and the second gentleman that I spoke to on the phone was neither helpful nor understanding. He told me that if I were paying cash or credit that the order would have been faster and they were really busy. Once again, I totally get it, it's a small shop restaurant trying to make ends meet with high customer demand on a busy night, but you NEVER, EVER treat a customer like your mistake is their fault.
He brushed off what I was saying and did not take the time to listen to my concerns/ take what I was saying seriously. He then took my name and said he would give me a "special" next time I ordered. I have no idea what that means, and honestly I wouldn't order from them again.
All that aside, the food was really delicious, so it's a shame that the customer service was so lacking. I try my best to be understanding in situations, but it tested my patience and left a bad taste in my mouth that even the delicious basil and garlic naan couldn't fix. read more