So the food was good here, as it has always been every time we visit. We got the Roti Canai, Hainanese Chicken, Snow Pea Tips, CK Teow, and Sizzling Tofu.
However, my 2-star rating isn't because of the quality/taste of the food, but because of the customer service. The Roti Canai, Hainanese Chicken, Snow Pea Tips, and CK Teow came in a timely manner, but the Sizzling Tofu took forever to come out. It took so long that by the time we were finished with the first four dishes, we had no appetite for the Sizzling Tofu.
While we were eating and waiting for the Sizzling Tofu (this was already probably 20-30 minutes into eating our food), we asked the waiter if the Sizzling Tofu was coming out anytime soon because we were close to getting full and wanted to save our stomachs for the Sizzling Tofu... The waiter went to go check and she came back saying that it usually takes a bit longer to make the sizzling tofu and it should be coming out soon. Another 15-20 minutes go by and still nothing... I knew something was wrong and that they probably forgot to make our order when I could tell the waiter and a couple of the managers (two of them) at the register were looking at our tables constantly. We talked to the waiter again because at this point we were done with our food and the waiter was like, "okay so we're just waiting for the tofu now right?" and then we said "yes, but can we ask how much longer the tofu is going to take? Because if it's still going to take too long we'd rather just cancel the order". So she went back to check on it again, and AGAIN of course the waiter, and the two managers are looking at us with concerned looks, as if there was something going on. I'm telling you, they just kept looking at us and I made eye contact with them multiple times and could tell they were discussing with each other what to do.
At this point we just wanted to cancel the sizzling tofu because we had no more appetite and the waiter was supposed to tell us whether it was coming out soon or not. But I could tell she was purposely not making eye contact with us, so there was no way to tell her to cancel it at this point. Honestly I should've just went up there and told them to cancel it, but by the time I was contemplating on whether to do this or not, the sizzling tofu came out... and guess what... right after us TWO more of the sizzling tofu orders came out for two different dinner parties right next to us! AND THEY ORDERED AFTER US! So even though the sizzling tofu normally "takes this long", it doesn't make sense for our dish to take 45 minutes long while it probably took the other tables around at MOST 15 minutes for them to get their dish when they weren't event at their tables to make their own orders.
They definitely forgot our order.
And what sucks even more is that out of the 5 dishes we got, the sizzling tofu was the most expensive. I think what makes me the most upset is how we were treated after this whole ordeal. What would've been good customer service from them was to still give us the dish and just refund us for the sizzling tofu. But instead what we were met with was the check with our original order (basically with no refund), the two "managers" at the register near the kitchen just outrightly ignoring us throughout this whole ordeal, and the director as well. The director legit went to the table next to us and the table across from us, asking how their experience was, and completely ignored our table! CLEARLY BECAUSE THEY DID SOMETHING WRONG AND WEREN'T WILLING TO ADMIT TO IT.
Honestly, this could've all been a way better experience if they just apologized and owned up to their mistake. Honesty and integrity goes a long way, but they were too afraid to even say anything and it made the whole experience of being their very awkward/unpleasant. Which subsequently ruined our appetite and the whole ambience of the place. All could've been mitigated if they communicated to us a bit better.
My family and I go to Phat Eatery pretty often during the holidays and we've always loved the food there. However, unfortunately, the service that I experienced today makes me a bit weary of ever going again... just left very disappointed and upset, which is not how you want to leave a restaurant no matter how good their food is. Because ambience and experience WILL affect the taste of the food. read more