Very disappointed service and experience

Very disappointing experience at Pedro’s Ormonde.

We ordered a Fully Loaded Chicken Paella and two kiddies’ meals. The lady who took our order was very pleasant, and everything seemed fine. We were told our order would be ready for collection at 7:30 PM.

When we arrived to collect our order, we were then told, “Sorry, we can’t give you the paella because we don’t have water to cook the rice.”

I mean… really? 😳

If you knew you couldn’t prepare the paella, the least you could have done was call us beforehand and give us the option to change our order. Finding out only when we were already there, especially so close to closing time, was extremely frustrating.

At that point, it was already too late for us to go somewhere else. I was coming back from a funeral, and my kids were hungry, as were we. We ended up taking half chicken instead, but unfortunately, it wasn’t nice at all. It honestly felt like it was just the last thing available and they wanted to get us out because they were closing.

The biggest issue for me is communication and customer service. Things can happen, but customers should be informed in advance so they can make another plan.

My advice to Pedro’s Ormonde: If you are unable to provide something a customer has ordered, please inform them BEFORE they arrive to collect it. Don’t wait until they are standing at the counter, especially at closing time.

Very disappointing service and experience. Definitely not what we expected.