I recently visited the German Doner Kebab Uxbridge branch and had a very unpleasant experience.I ordered the Original Kebab at the counter because there was a queue for the self-checkout. I paid around £11.50 (I can’t remember the exact amount). As soon as I paid, I was surprised at the price because I remembered it being cheaper on the screen deals.I asked the colleague at the till why it was more expensive. She told me, “It’s a deal offer, that’s why.”When I asked what the difference was, she said the deal comes with doughnuts. That made me even more frustrated because I realised I had just paid £2 more for the same meal – without any free doughnuts!When I questioned this, she laughed and said, “Because you didn’t say deal.”That makes absolutely no sense – she even asked if I wanted it as a meal but never mentioned that there was a deal option or that it would save money. A good colleague should have informed the customer instead of keeping quiet and letting me overpay.Feeling tricked, I submitted a formal complaint (ticket number 537057377) explaining everything in detail.Unfortunately, no one ever contacted me personally about it – not the branch manager, not customer service. The only response I received was a £5 voucher by email, which honestly felt like a generic reply rather than any real effort to fix the issue.This is not about the £2 or the voucher – it’s about honesty and how customers are treated. The whole situation made me feel ignored and fooled, and it shows a lack of proper training and care. Both the manager and the checkout colleague clearly need refresher training on customer communication and fairness.I expected much better from a brand like German Doner Kebab. If this is how they deal with unhappy customers, it’s very disappointing.
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German Doner Kebab - Kebabs. Done Right. Gourmet Doner Kebabs. Winner of the Food Awards
