Wonderful food and service as usual!

Roz-Ana, normally excellent, let themselves down on this occasion due to our order being delayed, incorrect and cold coupled with poor practice and our complaint being met with awful customer service.

Our order (for four) arrived within [the official] delivery time but towards the late end of acceptable. It arrived in two bags. We were all hungry so we started to unpack our food and eat it immediately. Among the items was some salad that we hadn't ordered, but we thought nothing of it because some restaurants include salad as a complimentary side. But after opening a few more containers we realised our order was incorrect. We worked out that one of the bags was ours and one was not. Moreover, all of the food was cold - barely more than room temperature.

I called the restaurant who called the delivery driver who came back to my house after about five minutes with the correct bag. He proposed that we accept the correct bag and asked us to repack the incorrectly delivered food (which of course we had unknowingly opened) and was keen to move speedily as he said he had to get back to the restaurant to reheat it for the other customers, who were waiting for it. Yes, you actually did read that right; I was astonished. I was unhappy with the situation and so called the restaurant again.

The restaurant manager appeared to be indifferent to the situation explaining that the food had been delivered correctly and within time, albeit in two deliveries. True, but the food was still cold (the delivery chap verified this to the manager on the phone) but this didn't seem to bother him. After some difficult conversation the manager suggested a fresh delivery but by this time, and given the circumstances, I was no longer happy to pay full price for it. The manager insisted that full price be paid so I suggested that the delivery driver take all the food away and we just cancel the order completely. More difficult conversation followed so I said that if he didn't refund me I would simply put the credit card transaction into dispute. Eventually he offered to provide £20 of vouchers (our order was £65) which I accepted. The new order arrived when he said it would, with the vouchers, hot and of high quality. Of course I don't know if it was our original order reheated, and I'm assuming there was no further poor practise, but who can ever tell? We weren't ill afterwards.

Clearly something went wrong. The deliver was delayed for some reason and the bags got mixed up. That's fine. Misakes happen. What sets companies apart is how they deal with them. Ros-Ana's handling of the situation and our arising complaint was awful, and that's to say nothing of the practise of reheating the other customer's food. The assumption that we should accept substandard service and pay full price for it, delivered by the manager with arrogance, was astounding. Will I eat there again? Besides redeeming my vouchers, probably not. There are plenty of other good Indian restaurants in the area.

The food is delicious and the delivery times are always wonderfully quick. Some of the dishes are quite pricey.

Very expensive, fairly average food, and in small portions.

Best Indian meal I have had for quite sometime. Beautifully spiced and full of flavour.

I had the lazeez lamb and the xacuti chicken. Both were so delicious and fresh tasting. I could actually taste the individual flavours instead of having a nondescript sauce like you often get in average Indian Restaurants. The dips for the poppadoms were really yummy too, the mint sauce was so addictive!! I hope this place becomes hugely popular so that other Indian Restaurants realise that English tastes aren't just about sweet creamy sauces. Well done Roz-Ana, I can't wait to try out more of your menu!!

Yummy! Food was so tasty!

We have eaten at Roz-Ana before and know the food to be great, but it was a real treat to have the same at home. We were able to cater for the different tastes of all of us, and the dishes were just that bit different to the things you normally find on a standard indian menu - my son really enjoyed the Laphroig Masala, and thought it was a bit daring as it had alcohol in it. The ordering was really easy, it was clear what we had ordered and how much each element of the order was, we were given a realistic delivery time and it arrived hot & steamy within 10 minutes of the beginning of the 40 minute timeslot quoted. Something we will definitely do again.

I've reviewed Roz-Ana before, but that review must be close to timing out now, and last night's meal was so good it deserves special mention. I am now convinced this must be the best Indian food in Kingston (but if you know of another as good, I'd love to hear about it) - excellent quality, bold, varied flavours and generous portions. The murgh makhani is the best in it's class (being exactly what it should be - tandoori-roast chicken in a rich, buttery sauce) and the vindaloo (pork belly vinha d'alhos) is as authentic is it comes - and quite delicious. I've seen the restaurant and am sure dinner on site would be equally memorable (I really must try it one day), but some Fridays nothing will do but a home-delivered curry, ice-cold beer and the television. On Fridays like that, I will order from Roz-Ana again.

A bit expensive to make it a regular thing, but food was delicious and it arrived very quickly