THE MOST ABSOLUTE WORST EXPERIENCE IN SERVICE. RUDEST CHEF. ZERO STARS.
Went for a celebration dinner with family. Had good experience couple years ago. NOT THIS TIME.
Booked in advance. Waited for over 15 minutes, and no one even acknowledged us (3 staff members at the bar saw us, but we were ignored).
Eventually sat down at some tables, (we have grandparents with difficulty standing for a long time).
Still no one came. There was a big event, but no one told us. We ordered our food at the cashier and paid in advance. Still no one suggested anything, they just took our order.
After 45 MINUTES, the teenaged cashier came up to us and said food will take another 15 minutes. It took ANOTHER 45 MINUTES FOR THE FIRST MEAL. This was now almost 9pm. The food came one at a time, over a span of AT LEAST half an hour.
We had waited for around TWO HOURS. Grandparents were hungry so they ate even though they didn't like the food. My food itself wasn't too bad, but some of the other food was terrible!
The Nasi goreng tasted like soap (maybe they didn't clean the plate properly?), Grandad's steak was undercooked.
Everyone was upset. We complained and the chef offered free dessert, but given how terrible some of the food was and that the service was atrocious, we decided to pass. The manager wasn't in, so we left a contact number and she phoned us the next day.
Here's where it gets worse.
No one expects the food to be exceptional and working in customer service myself, I understand the pressures of dealing with high volumes of people. But the fact that no one came to manage our expectations or inform us of things in advance is bad enough.
So the GM passes on my contact details to the chef (A WEEK AFTER WE SPOKE). She had promised she'd call back but I basically had to call THREE times to get an update. Basically handballed me to the chef they contracted, relinquishing all responsibility. The chef finally calls me and was ABSOLUTELY RUDE.
At first it was fine, he said sorry and I said I understand it wasn't ENTIRELY his fault, as service was poor and there was no management that night.
He claimed that we had not complained about the food that very night. When I reminded him we did, he said the person in charge that night told him otherwise (obviously a lie, he offered dessert at the end of the night because we were unhappy).
He then had the AUDACITY to ACCUSE US of only making this complaint because we needed the money.
Sure, a lot of money was spent that night, but would have happily paid double for good food and service.
He kept asking what I wanted (I said a refund, even though he already knew this) to which he repeatedly told me it's not possible. When I ask why, he has no reason to give (also he OWNS the catering business). When I ask what solution will he provide, he said it's already solved and "I don't know why you are carrying on about this, now it's been more than a week" to which I said we complained that same night, spoke to the GM the next day who took a week to finally give us an update.
I asked him what solution he was referring to and he couldn't answer.
By now he had RAISED HIS VOICE over the phone. He got even more hostile after I asked for his name which he refused to give (perhaps not wanting to take responsibility or feeling scared for his reputation)
Honestly, if he was in the right he shouldn't have behaved that way.
I told him I will leave a bad review to which he basically welcomed me to.
Overall, worst experience. GM made a lot of excuses, handballed to the contracted caterer, but at least she wasn't rude.
The chef on the other hand is another story.
Working in customer service, I understand that the most important thing a customer wants is respect. I clearly did not feel respected, and if he was working where I do, he would have been sacked for the tone and attitude he gave me.
Even though I don't know the chef's name, his company is called D AND K CATERING PTY LTD.
Rest assured, if I know any restaurant hiring them, I will DEFINITELY NOT attend.