For online orders, this company has outrageously rude, offensive, and incompetent customer service. The upshot: Will. Never. Order. Again.
The short version: While waiting for a delivery order, I received a call about an item out of stock. There was a substitution I was willing to accept, although it was £1 more. I also offered to simply accept a refund for the missing item.
Person on the phone kept insisting I take an alternate item at the same price, and did not know how to refund the initial item. As there was nothing else I wanted, I suggested in that case Tenshi absorb the £1 difference and give me the alternate item already proposed.
This did not strike me as unreasonable, given the issue was on Tenshi's side and I was already waiting for the order. £1 seems like a small price to pay to show goodwill, apologize for the inconvenience, and maintain positive customer relations. Seriously. And, as it was, the call was becoming unnecessarily protracted.
When the person rudely refused, I requested they cancel the entire order and send me a confirmation email to that effect.
What a waste of time. Over a measly £1 on what was a £35 ticket. This is how Tenshi regards its customers.
I never received a confirmation email, nor did I receive a call from the manager, ‘Sumi’. Instead, I received a call from the initial woman, ruder than ever, to say that they would get to my refund in ‘a few days’. Great, now even more time to waste following up with the bank.
Unbelievable. With all the food options in central London, and in Angel especially, some basic courtesy seems like a smart strategic choice -- if nothing else. Also, I was a very good customer and had ordered many times before.