I used to really enjoy Byron, especially the milkshakes. We were excited to order takeaway from the Bury St Edmunds branch on New Years Eve as a treat but when we got it home two sets of sweet potato fries had been substituted with regular fries which we didn't want and are cheaper than what we'd paid for. The next day I emailed asking for a partial refund and attaching photos of the incorrect items and our receipt. Having received no response, I went into the restaurant on 2 January to ask in person. To be fair they were friendly and apologetic. A lady there told me that she remembered my order and that they'd run out of sweet potato fries hence the substitution but that she "assumed someone would tell me when I collected". No one did. They could and should have called me to make sure I was happy with this before I even came to collect. The manager also apologised and took my email address, explaining he couldn't process the refund himself but that he would organise it to be done remotely straight back to the payment card and that he would email me to confirm everything Monday 5 January. However, I never received anything. After not hearing anything by yesterday afternoon (Wednesday 7 Jan) I called the restaurant but it just kept going to voicemail so I left a message and sent another email. Now it's Thursday 8 Jan and I've still heard nothing by phone or email nor received the refund remotely. I've just called the restaurant again and it's still just going straight to voicemail despite them being open. I am really shocked and disappointed at the lack of care or interest in a loyal customer at every stage of this process following on from a mistake they made. Will definitely never EVER be buying anything there again.
Claim your business profile now and gain access to all features and respond to customer reviews.
Proper hamburgers made from carefully-sourced British beef, freshly prepared and cooked to order, to eat in or to take away.
