Complaints

Last updated 12 August 2026

Some details on this page are not settled yet. What this page describes is real: it is how the restaurant actually works. The specific addresses, numbers and timings are not, and every one of them is marked below. They are waiting on the restaurant, and each must be filled in before launch.

If an order arrived wrong, late, cold, or was handled badly, this is the route. It is a defined process with a person at the end of it. Using it costs nothing and takes away no right you have by law.

How to raise one

All three reach the same place. Use whichever is easiest.

  • By phone — the fastest, and the only one that can still affect an order in progress: +966 012 345 6789
  • In writing, to to be confirmed — the address to write to
  • In person, at the branch: Riyadh, Saudi Arabia

What to tell us

None of this is required, but each one saves a round trip.

  • The order number. It is on the confirmation page, on the receipt, and at the top of the order in your account.
  • Roughly when the order was placed, and whether it was delivery or collection.
  • What went wrong, in your own words.
  • What you would like done about it.
  • A photograph, where there is something to photograph.

What happens next

  • We confirm we have it and give you a reference to quote.
  • Somebody who was not involved in the order looks at what happened — the kitchen's record of it, the delivery record, and what you have told us.
  • We come back to you with a decision, and where something went wrong, with what we are doing about it: a refund, a replacement, a credit, or a change to how we do something.
  • If that answer does not satisfy you, say so and a manager reviews it. That review is the end of our process.

A refund goes back to the card or account the order was paid from. We cannot send one anywhere else, and your bank decides how long it takes to appear.

How long it takes

  • We acknowledge a complaint within to be confirmed — how quickly we acknowledge a complaint
  • We give a final answer within to be confirmed — how long a final answer takes

If we need longer — because a supplier or a delivery partner has to be asked — we tell you before the deadline rather than after it, and say when to expect an answer.

If somebody has been made ill

Ring us straight away rather than writing. A suspected food-safety problem stops being one order's complaint and becomes something the kitchen has to act on the same hour. Keep whatever is left of the food.

If you are still not satisfied

Our process is not the only route. Both markets we sell in have a consumer-protection authority that takes complaints about a food order, and you may go to it whether or not you have been through the steps above.

Which authority, and how to reach it: to be confirmed — the consumer-protection authority in each market, and how to reach it

Terms

Questions about this page? Write to to be confirmed — the address to write to