Preston Indian restaurant says ‘meal went down a treat’ in exquisite retort after disgruntled customer walks out

The owners of this restaurant didn’t seem to be put off by threats

Owners of the Indian restaurant in Preston hit back at the customer’s complaint (James Maloney/LancsLive) (Image: James Maloney/Lancs Live)

Owners of a popular Indian restaurant in Preston have hit back at a customer’s who said their bread still wasn’t ready after waiting an hour and a hald.

Sai Surbhi in Fulwood is an authentic Indian eatery, and is one of the cities higher-rated eateries for south Asian cuisine. The restaurant offers a vast rage of snacks, starters and curries all freshly made by experienced chefs.

Customers can pre-order their meals for takeaway using the restaurant’s website. Many previous diners have clearly enjoyed both the food and services they received at the spot and took to an online review site to praise the team.

READ MORE: Preston pub fires sassy response at TripAdvisor diner who moaned vegetables were ‘boiled to mush’

Sai Surbhi is rated four and half out of five on TripAdvisor and is in the top ten for all typos of Indian cuisine in Preston. Nearly 300 people have rated the restaurant as either ‘excellent’ or ‘very good’ with most of the recent reviews full of eager recommendations for others to visit too.

One recent diner was grateful for the friendly advices the staff offered. They said: “First time in an Indian restaurant, food was great, very smart restaurant, very smart ,helpful and knowledgeable staff who pointed me in the right direction as to which curry to try for a first timer. Will definitely be going again.”

Another wrote about how the restaurant has become a regular spot for them and said: “We always keep coming back to our favourite Indian restaurant. The food is authentic Indian style and the service can be no better.

“We always make a booking when coming for a weekend as it really busy, the staff are so friendly & polite. Even though it’s busy you aren’t waiting much longer than usual for your food. The atmosphere and ambience really builds inside and you enjoy the buzz around you. We’ve already booked in with a group of friends for the festive menu too!”

Another customer had no faults for the services they received. They left a review which states: “Great restaurant serving best Punjabi food ever tasted. Service is faultless and would do anything for you. Definitely worth a visit!”

This guest was more than happy with the food: “Last nights meal was fantastic myself and my husband enjoyed every part of it The Indian style lamb curry was cooked to perfection the meat melted in the mouth . The staff are a credit to the business so lovely which made our visit even more enjoyable , Highly recommend and cant wait to be eating your tasty dishes again.”

However there is one review that stands out from the rest for its incredibly low rating. In fact this guest was so disappointed with their experience, they titled the review ‘I Would Rate 0 If I Could. Extremely long waiting times.’

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.”

It seems as though managers of the Indian eatery were expecting this review, as they opened their own lengthy response with an equally sassy line. They said: “Thank you for your feedback as threatened/promised.”

They then went into the full details of the ordering process and the delays that occurred on the day. They wrote: “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.

“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 management team then continued their response by going into detail about where the alleged ‘threat’ of a bad review came from. They continued to say in their review: “Following this information of no further discount you then threatened you’d be leaving us this bad review for being kept waiting, as if you should have been compensated? So we told you to go ahead with your review. Had you not done this, things would have been different.

“I then left to check on your order which was minutes from ready. Upon my return 5 minutes later you stated you wanted a refund. I said no, correct. As I told you then, I will tell you again. 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.

“You then apologised and I instantly began actioning your refund. Whilst your refund was being actioned at 9.45pm your food arrived which we sent back to the kitchen.”

In a bemusing ending to the review, the management team said: “Correct, you can’t comment on the food, but it went down a treat during our staff meal at the end so we can tell you it was great!”

  • 05:10, 14 JAN 2023

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