Call me Victor Meldrew if you like, but I'm still cross about this so I'm copying what I wrote on a different discussion last year:

Bombay Bicycle Club: Appalling customer service.

I had an unbelievable experience over the weekend with the manager of this new Indian take-away failing to honour a promotion offered on their menus.

When I first saw the new shop being fitted, I was looking forward to a bit of variety and using their sleek looking web site. I was hoping for easy payment using a credit card, clear instructions for my address and error free orders. And this was the case for my first couple of deliveries.

Unfortunately this all changed over the weekend. I put in my order as before, taking extra effort to include a promotion code (a free bottle of wine) off their menu into a special coupon box on the web site's order form. I then added my dishes to the order including a bottle of beer and submitted the form. Luckily it gives you an chance to add any extras you may have forgotten, in my case a lassi. Things went a bit strange here as the lassi wouldn't get added to my order, so in the end I gave up and went ahead without it and paid online. So far so good.

About 15 minutes after my allotted delivery time, I got a call from them saying my delivery would be about 10 minutes late. Not great, but fair enough it was Friday night and at least they phoned.

Eventually the delivery arrived and it wasn't long before I discovered I had a missing chicken dish, no beer and no bottle of wine. So I phoned and explained, and they said they'd send it out in a few minutes. The second delivery arrived soon after, but no beer or wine. I explained this to the bewildered moped rider, but gave up thinking there's no point shooting the messenger.

So a second call brings the discovery that I wasn't delivered the beer and wine because 'I hadn't ordered it'. This came as a surprise as you can imagine, for I most definitely had. I remembered it quite distinctly. I explained this and was told they'd happily make another delivery if I paid for it. At this point I became more than a little annoyed and told them I wasn't willing to pay, and suggested they to honour their promotion and deliver the beer for free as a gesture of goodwill. At this point I was handed over to the manager.

A lengthy circular argument ensued with me getting more frustrated with each iteration. The manager was insistent that I wasn't due any beer or wine as it wasn't on his receipt, and I was equally insistent that their online ordering system was clearly at fault and was not willing to pay extra. I'm not know for causing conflict, I may have raised my voice but there was no shouting or swearing (though I felt I needed to), but the manager had so enraged me with his attitude that I was close losing it. He had no sympathy for my frustration and it took a good few minutes before I even got an apology from him. He presumed his system was infallible and the implication was that I was lying. Later that evening someone stuffed a till receipt through my letter box, presumably 'proving' his case, as it showed neither beer nor wine had been ordered.

The moral? Don't expect decent customer service from the Surbiton branch of the Bombay Bicycle Club. Had they made that gesture of goodwill I'd still be a customer and not writing angry postings on this web site. It seems basic common courtesy isn't so common any more.

Oh, and if you're still thinking of ordering from them, make sure you confirm every detail of your order, preferably over the phone. I found out later that other people aren't receiving their complimentary wine either.