I went to this restaurant on Saturday (Jan 28) for supper. It was just the two of us, and we arrived at around 7 pm. It was a terrible experience all around.
The restaurant was pretty busy when we stepped in, and I noticed that multiple tables had plates and bowls that weren't cleared. We were seated after some delay. Thinking back, that was only the tip of the ice berg.
After we were seated, we perused the menu and had picked out what we'd like to get. We then put down our menus and waited for a staff to take our orders. 15 minutes ticked by before we were able to order...and that was only because the table next to ours (who had arrived before us) managed to flag down who I assumed is the manager to complain about the service (or the lack therefore). We overheard the manager explain to the table next to us that they were "short staffed" and that they were "super busy", and that food would take 20-25 minutes to arrive. We were not offer any drinks while we waited. And when we did get our drinks, it wasn't what we wanted. We asked for water, but received tea.
25 minutes after we placed our order, our two bowls of pho arrived. For those of you wondering, pho noodle soup should not take nearly half an hour to be served after placing the order. The pho wasn't great at all. The soup was lukewarm at best and the noodles weren't cooked completely through (they clumped together and was very tough in some spots). Having hot/boiling soup would have definitely helped in that regard. The meat was okay, comparable to other pho places in the city.
As we ate, the table behind us complained to the manager that they were waiting too long for food--tables that were seated after them had received food first. The manager told them about them being "short staffed" and "super busy" and that there was "nothing he can do" in regards to getting the food out faster. They nearly left, but then food came out for them.
The table next to us and behind us both got their food comped in the end. We did not tip the restaurant at all; our orders were not taken in a timely fashion, we got no drinks when we waited for a staff to take our orders, and when we did get our drinks, it wasn't what we asked for, and lastly, we waited for nearly half an hour to receive poor quality noodle soup. The customer service was severely lacking. Maybe we should've raised a fuss, and gotten our food comped too.
I did see how busy the restaurant was, and I do believe that they were short staffed, but I felt that they should've handled the situation better. Cording off parts of the restaurant (fewer patrons to ease the workload) or being told up front about the wait time and situation would be preferable to just sitting and waiting and receiving poor quality food.
This may been an off evening for the restaurant, and I do sincerely hope that they are normally not like this. But it was my first time trying this place, and needless to say, will not be returning, and I absolutely do not recommend this place to anyone. There are better pho restaurants with better food and service. read more