Tandoor et grille
Customer support is not just a contact form hidden in a corner of the website. It is the person who answers when you have a question at 6pm on a Friday. It is also the one who checks why your order took twenty minutes longer than expected. We take this seriously.
This page explains how to reach us, what we can fix and what we cannot fix. Read it before writing, it is often faster than waiting for a reply.
The fastest route is the phone during opening hours. If it is about an order that is in progress, call, we will look right away. If it is less urgent, use the contact page, we read messages a few times a day.
Avoid writing on social media for an order that is in progress. Facebook and Instagram are not the first thing we check during service. Phone and contact page are the two reliable channels.
A mistake in the order, a missing dish, a missing drink, an item charged twice. We fix it. A late order, we check with the kitchen and with the driver, then we call you back with a real answer, not a "we will see".
A question about an ingredient, an allergy, a specific diet. We can tell you what is in each dish, what can be removed, what cannot. For serious allergies, we are clear: the kitchen is not nut free, gluten free or dairy free, and we cannot guarantee zero cross contamination.
We cannot change the delivery time after the fact. Once the driver leaves, the order follows its path. We can tell you where it is, but we cannot make it arrive faster.
We cannot cancel an order that is already being prepared. As soon as it is on the fire, the ingredients are committed. If you have doubts, cancel before you confirm, or call right after.
We cannot take credit card payments online. We never take card numbers by phone or by email. Payments happen at the door or at checkout.
By phone, we answer during opening hours, usually in less than a minute. During peak hours, it can take two or three rings. Through the contact page, we read messages a few times a day and we reply within 24 business hours.
Monday morning is often busy, because the weekend leaves messages waiting. If you write on Sunday evening, expect a reply on Monday during the day, not before.
Check your spam folder. Sometimes our messages land there, especially if you use a work address with a tight filter. If you still have nothing after 48 hours, write to us again and include the date and time of your first message.
We do not ignore messages on purpose. If something got lost, we want to know, so it does not happen again.
We are a neighbourhood restaurant, not a chain. The people who answer the phone are the same people who cook your order or greet you at the door. We do our best, and when we get it wrong, we try to fix it fast.
