Gourmet Kitchen

Food arrived at 10:10pm, 2 hours and 5 minutes after ordering and arrived without one of the burgers and with the worst chips I've had from a takeaway establishment. I've ordered in the past and put up with the 1.5 hour waits, but I will never use this takeaway again.

Edit: seeing as the owner is lying, we have ordered from this takeaway over ten times and the food was always been good enough for us to keep coming back. I think on one occasion previously I messaged the Facebook page just to enquire where our food was after 90 minutes - not exactly our address standing out! Your food quality has clearly declined since moving to Pontnewynydd as the chips were barely edible and I wouldn't have eaten them if I wasn't so hungry after waiting 2 hours and 5 minutes for our food. The owner is clearly a very abusive person who lives in their own reality. I did in fact call and say the burger was missing and the chips were awful and your member of staff said they could get another burger out to us in half an hour, which would have then been 10:40pm, after ordering the food at 8:05pm, so we politely declined and requested the refund.

Ordered for the first time tonight, and won’t be ordering again, thought we’d have a switch up from our usual same old takeaway places. First, I can understand that you’d be busy, but we waited 3 hours for our food, and considering we waited that long, it was honestly very underwhelming. Wouldn’t really class it as gourmet, the only thing that is, are the prices for what you actually get. Secondly you rang up to say they didn’t have the burger that we originally paid for that’s fine, but the chicken strips that were in replace for the burger were 1cm long 💀 the extra star is for the staff and the driver, as they seemed alright but the food itself was not it. changed my stars to 5 after reading your replies to the reviews because I’m in absolute stitches 🤣 I most likely will be back after all 🤣

Had food from this place multiple times before and never had an issue, tonight was a complete contrast, ordered the food for 19:30pm and was delivered at 22:20pm, so just under a 3 hour wait, I called the resteraunt multiple times and spoke to 2 different members of staff, 1 member of staff was the owner (Marcus) and another member of staff was also answering my calls.
Marcus told me at 20:50pm, that the food was just about to leave the kitchen for our order and wouldn't be long, I then rang after another hour, to which another member of staff told me "yeah my Colleague told you it was leaving, not that it had left" to which I kindly reminded this member of staff that it was due to be with us at roughly 7:30, I then asked for the drivers number, was given a drivers number who then told me he'd finished his drops and didn't have ours (not the drivers fault) then after ringing again just before the food eventually arrived, Marcus once again answered and told us that he wasn't sure who spoke to us and gave the drivers number out and asked if I was sure I'd definitely rung the correct number for the resteraraunt, final answer I got from the owner was that he had told Joe "the driver" to deliver our order first 1hour and 35mins ago, so had no idea why that didn't happen.
Real shame because like I said ordered from this resteraunt before as burgers are lovely and really like the food, but nearly 3 hours wait and to be lied to about where our food actually was time and time again is not acceptable

Ordered via just eat at 19:34pm had a phone call at 21:20 stating they didn’t have any fish fingers… an hour later than the food should have been delivered. When I said I was about to call to see where our food was, I was told it was busy and they were a driver down, was offered an alternative but by the time they would have cooked and sent the order, the kids would have been in bed. No apologies, just flippant. Reading the reviews and the restaurant’s responses to the negative reviews (which start with an immature “ok lol”) I know that this review will fall on deaf ears, but we won’t be ordering from hear again. I your thinking of ordering I’d think again if your hungry. Tip to the restaurant: If your a driver down, take yourself off ordering apps at the start of the evening (you must have known when he didn’t show up), not after you’ve taken too many orders to deliver. Thank you for the prompt refund, that was processed quickly.

We ate from here yesterday. Daughter had a burger and she has been throwing up all through the night . Not happy however I know if I complain I will be met with abuse and denial so am going straight to trading standards . Will ignore any abuse that follows. Safe to say I won’t be ordering again.

Edit to reply .

Environmental health has been contacted so get cleaning . 101 advised us food poisoning starts within 6 hours so please stop giving out bad advice . You clearly attack anyone who is unhappy with your service as seen all over your reviews everywhere. We won’t be back

I'm out with these guys, tried about 8 times with them. food was amazing just rarely what i ordered. very expensive and only two times completely correct. this time i had enough. i ordered 4 hours in advanced and only received half my order. no excuse. will not waste any more money here. sorry i was told 5 items on just eat as my order was over 25 pound free rustic chips, i understand that was including delivery not a request just what i was told. also i did not receive any chilli cheese bites so 3 of 5 items. not exactly sure why you couldn't contact me as i was home the whole time. i change to 5 stars as i believe this restaurant has the highest quality food in the area and most complaints are over delivery time so is not really your fault. unfortunately I've personally had items missing on a few occasions so I will not be ordering again but i wish you all the best in the future

Never had a bad meal from here. Burgers are always fresh and taste banging. Last time we had a pizza and that was something else! Would defo recommend.

Amazing food each any every time. Great quality for the price. Well worth the wait, and extremely satisfying. Love this business even before its current location! Friendly and hard working owner, and staff members. Would recommend to everyone!