Good Food, But the Difference in Service Was Hard to Ignore…read more
My daughter and I visited on August 30th, and I deliberately waited a few days before writing this review because I wanted to be fair about our experience.
We have lived in this area for almost four years after moving from the East Coast. We consider ourselves foodies, especially when it comes to international cuisine, and have explored several Indian restaurants throughout the Naperville area.
I first discovered this restaurant when ordering takeout. During that visit, a gentleman whom I believe was the manager was exceptionally kind and even allowed us to sample a few items from the buffet. I told him I would return, and I did.
Unfortunately, our dine-in experience was very different.
After being seated, we received water, but no one returned to check on us. I finished my first plate, and my daughter finished hers before the naan and tandoori chicken were brought to our table approximately 20 minutes later. I am vegetarian, so the chicken wasn't important to me, but we had almost forgotten about the naan by the time it arrived.
My daughter also ordered a simple tea. The waiter acknowledged her order, but the tea never came.
What concerned us most was watching what happened with the customers who arrived after us.
As new customers were seated, we repeatedly heard the sizzling tandoori chicken being brought to their tables, along with naan, within minutes. My back was turned, but my daughter could see the room and began noticing how quickly the other tables were being served.
Meanwhile, no one returned to ours to ask the most basic customer-service question: "How is everything? Do you need anything?"
My daughter and I were the only Black/African American customers in the restaurant at the time.
I am not claiming to know anyone's intentions, but I would be dishonest if I said the noticeable difference in service didn't make us wonder why our table was being treated differently. We frequently dine at Indian and other international restaurants where we may be the only African American customers present, and that has never been an issue. What made this experience uncomfortable was the obvious difference in the level of service we received compared with the service provided to those around us.
Before leaving, I quietly spoke with the gentleman at the register, whom I believe was the manager. When our waiter approached, the manager asked him why my daughter's drink had never been brought. The waiter apologized and appeared ready to get her a tea to go, but by then I declined.
I want to acknowledge the manager for his sincere, respectful, and genuine apology. He explained that they were short-staffed because someone had not shown up for work. I appreciated the way he handled my concern, and he is the primary reason I chose not to leave a one-star review.
However, being short-staffed does not fully explain why customers who arrived after us, received prompt service while our table was repeatedly overlooked. In a restaurant, teamwork should help fill those gaps.
I worked as a waitress many years ago; I am a professional writer, and I own my own business. I know what good customer service looks like, and I understand the importance of how people are treated when they choose to spend their money with your business.
The food was good. The service experience was not.
After giving it considerable thought, I don't believe I would return for their weekend buffet. There are many Indian restaurants in the Naperville area, and good food alone isn't enough when a dining experience leaves you questioning why your table received a noticeably different level of service.
I may consider ordering takeout again because I did enjoy the food, and I sincerely appreciate the manager for listening to my concerns.
I hope management receives this review in the spirit in which it is written: not simply as criticism, but as an opportunity to make sure every customer who walks through that door receives the same respect, attention, and hospitality.
In comparison, excellent food and customer service have kept me coming back to A2B, Shimla Peppers, Indian Harvest, and Bombay Chopsticks (which also offers an excellent buffet). Unfortunately, after this experience, I don't believe I will add Cuisine of India to my list of favorite restaurants or recommend it to friends or others in the area.
Because in business, you never truly know who has just walked through your door.
Never judge a book by its cover. You don't know who they are.
By Author P
