Mangosteen - food poisoning and horrendous customer service

[EastDulwicher]

We have ordered delivery from Mangosteen on Gipsy Road several times and have always been pleased with the quality of the food and efficiency of service.

This weekend we ordered from them again and tucked in eagerly. The food tasted pretty good and up to normal standards and on full stomachs we headed to bed. In the middle of the night both of us were very ill and this lead to us both spending Sunday in bed and me being in bed all of Monday and part of Tuesday. We rang the restaurant on Monday as we felt it was our duty to inform them. We had a frustrating call being passed from person to person (having been told repeatedly that we should have called 'within one hour' of being ill. Well it didn't kick in that quickly as food poisoning doesn't tend to and calling them wasn't top priority at 3 am. After a number of painful conversations, the 'manager' said that we would deliver us a refund at 7 pm on the Tuesday evening. He also responded to our query regarding the vegetable salad with peanut sauce explaining that yes it does contain prawn tails.....we were surprised when we came across them as it was described as a vegetable salad - he seemed to think that was normal. Watch out strict vegetarians...

Needless to say Tuesday 7pm came and went and nobody turned up. We gave them the benefit of the doubt with it being bonfire night and called Wednesday. My husband was passed between three people again and was told that we would have to take them a sample of the food (not something they'd mentioned on Monday and our bins had since been collected on Tuesday) in order to hope for a 50% refund. hmmmm..... Having explained our position the 'manager' (who apparently hadn't been the person who confirmed the previous refund - that was a junior member of staff pretending to be the manager who did not have the authority!!!) refused to refund us or accept any blame and hung up on us.

Apologies for the essay but I feel strongly that others should be warned of our experience. We have previously had good meals from there but this experience has been awful and having been very sick and experienced such poor customer service in an area that relies on reputation we shall never been ordering food from them again.

[LadyNorwood]

Try http://www.food.gov.uk/policy-advice/howtocomplain/#.Untg3pQkbg8