We have been getting takeaways from Shezan for the last three years, and whilst the food is generally good (mains and sides are gorgeous, but the starters are a bit hit-and-miss), the service is seriously lacking. Our latest experience involved being told that our food would be ready for collection in 30minutes. This sounds more than reasonable, but it took almost 1hour and 30minutes. This meant we turned up to collect and then waited almost one hour to get our food. The explanation was that there was a staffing issue. This is fine, but just be honest with us from the off-set, and make sure that people who order well after us (by an hour) don't get their food (a much bigger order) before us. Also, say sorry for the inconvenience. I would also suggest that you give some sort of financial recompense to people who you inconvenience in future. Or even just offer them a drink while they wait (everyone else seemed to get one).
The long and short of it is that the food is good, but there are other establishments whose food is as nice/nicer, and whose service is far superior.
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