I ordered an uber eats from this restaurant as I had dined here some time ago and liked the Caribbean food. Ordering a takeaway was the worst idea ever. I ordered at 3.30pm and my order was ready before 4.00pm. I received a message at 4.30 from a courier asking for my address but because he was on a bicycle he deemed it too far and my order was left until another driver could be found. I watched the updates as my waiting time showed as longer and longer. Finally a driver was assigned and my food was delivered to me at 6.00pm, TWO AND A HALF HOURS LATER and a staggering TWO HOURS after it was prepared. Obviously it was completely stone stone cold. I called the restaurant and on the 3rd attempt I spoke to a lady who really needs to work on her customer service skills. I was asking why the restaurant would send the same meal after such a long time and not prepare a fresh one as they could see it was still sitting there waiting. The answer I got was astonishing. I was told " We are a business and if we prepare a new meal we do not get paid, it is upto uber eats to refund you". Whilst I was still explaining it is the restaurants duty to provide a meal fit for consumption and enquiring why they would consider sending food that they knew was inedible and freezing, the lady rudely told me " it's down to uber eats" and actually hung up on me. Never experienced anything like this, especially from a restaurant who can physically see your food going stale and cold but still decide to send you it, and then provide the rudest customer service when you question it.The food was obviously completely inedible and I documented this all with photograph and video evidence. The absolute worst part was before I threw the food into the bin I cut into the chicken to find it was still pink and bloody. So not only had they provided an extremely bad meal but it would have been unfit for consumption anyway. Absolutely appealed by the behaviour of both Turtle bay, and of uber eats, who told me a refund would not be issued but they would pass my concerns onto the restaurant. If a restaurant do not think they can provide quality meals via takeaway they should not even think about trying it. Worst experience with a restaurant EVER.
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Turtle Bay - Caribbean Restaurant. Caribbean eating & drinking... cool cooking with hot flavours!
