Gelato Royale - Wigan

The restaurant should update their website with accurate operating hours. I arrived today at 1pm, but the sign on the door indicated that they would not open until 2pm. Unfortunately, a few other customers had the same issue and were unable to enter. It's important to consider the needs of visitors who have traveled to dine at the restaurant.

During our second visit to the restaurant, we placed an order for the white chocolate, coconut, and Raffaello waffle with an additional scoop of raspberry ripple gelato and strawberry slices. However, we were informed that they were unable to fulfill our order as they had run out of Raffaello. We suggested substituting any other white chocolate pieces they had available, such as white Bueno or Milkybar. Additionally, there were issues with the till system, making it impossible for us to pay by card. The staff had to write down our order three times due to these technical difficulties. The woman operating the till was impolite and seemed bothered by our request. She recommended using Ferrero Rocher as a substitute, but we declined as we did not like them. Ultimately, they agreed to use any other white chocolate available. When our order finally arrived, it was completely incorrect despite being written down multiple times. The waffle had chopped nuts instead of coconut, toffee sauce instead of white chocolate sauce, no extra gelato scoop, and no strawberries. To our surprise, they had even included Ferrero Rocher despite our previous conversation about not wanting them. This mistake raised concerns about what would have happened if we had a nut allergy.

The next day, I discovered that two charges had been taken out of my bank account. When I went back to the restaurant to request a full refund, I was met with various excuses - first, there was no money in the till, then they couldn't find my receipt, and finally, I was told I needed to speak to the manager. The server who had initially helped me walked off to make the call to the manager, which I found to be rude as I needed to speak to her. Despite my efforts, I was still refused a refund. I left my contact information for the manager to reach out and arrange a meeting, but I never received a call. As a result, £83.19 is still missing from my account. This restaurant used to be great, with a clean environment and excellent customer service. However, my family and friends will not be returning after this negative experience.

Ordered from Gelato Royale Wigan lane. We ordered a nutella and strawberry crepe and an after eight sundae. When it finally arrived, an hour late, it was completely the wrong order. Got a nutella waffle and a kinder bueno milkshake (came freezing and tasted gross) Rang the restaurant and the woman on the phone was very rude!! Tried to sort something out and she put the phone down on me, kept doing this. Nothing sorted at all for us no refund made. Will definitely not be ordering from here again!! Disgraceful

2nd time ordered a delivery. Really enjoyed it. Turned up on time and was delicious. The Toffifee cookie dough is out of this world. Defo be ordering again soon