Shiny L.
Billing Issues and Discount Confusion
I visited the Keells – Negombo 2 (Kimbulapitiya Road) outlet on March 17, 2026, and encountered several significant problems with billing. There was a 25% discount on fresh vegetables, fruits, and seafood for HNB credit card payments on purchases over Rs. 4000. Despite informing the male cashier about this, the discount wasn't applied, neither automatically nor manually. Additionally, even though I used two reusable bags, the green discount was only applied to one. When I brought this up, the cashier manually applied just a 20% discount on papaya, and there were no discounts for the big onions, parsley, and mukunuwenna. A female staff member then stated that big onions and potatoes were not included in the promotion, but this wasn’t mentioned in the terms and conditions, leaving me confused. The male cashier claimed he applied the discount for the second reusable bag, but it wasn't shown on the bill, necessitating another follow-up to correct it. It’s frustrating that there were multiple errors regarding both the credit card offer and the green discount. In contrast, my visit to the Keells – Negombo Telwatta outlet on March 24, 2026, went smoothly, and the same credit card discount was automatically applied, including for parsley, onion leaves, and green chilies. I still don't know if the credit card discount excludes fresh produce like big onions and potatoes, as the staff suggested. If that’s the case, it should be clearly stated in the terms and conditions to avoid confusion. I urge management to ensure cashiers are well-informed about promotions and that the systems work correctly to apply discounts automatically. I recommend that customers double-check their bills before leaving to confirm all applicable discounts are correctly applied.
- Food
- 5
- Service
- 1
- Value
- 1
