Paddington branch Firstly I’ll start by saying that the MANAGER ALI is very unprofessional and uneducated within his role and a disappointment for the face of the restaurant!We arrived it was very quite hardly anyone was there and had waited minimum 15-20mins while it took 3 members of staff to move 2 other tables around which wasn’t occupied before anyone attended to our table after which we had to gesture them over. We wasn’t informed beforehand how the ordering process worked and was then informed it was to be done via the app or via the waiter. At this point the circus began and the starters arrived beetroot bruschetta ( which was like a slices of toast) which i automatically could see was burnt top and bottom, the bruschetta itself was dry no dressing and quite slap dash & presented on a dirty plate . I informed the waiter (unknown he was the manager at this point and the first person we spoke to from the start) that I didn’t wish to keep the dish and told him my concerns at which his reply was hostile and rude informing me that he couldn’t do a refund which wasn’t asked from me but to change my dish he removed the plate and we proceeded with waiting for the main dish. I sat and waited around 15mins while the table received their food and also has issues with theirs, a new waiter returned with a new plated starter which wasn’t burnt however the plate was dirty and I returned it. I was very disappointed and frustrated at this point as everyone had issues with their mains I asked for the manager. Another gentleman was walking around towards us and I asked if he was the manager at which he said no it later turned out after asking another waiter that he was in-fact the manager and had been reported the day before regarding bad reviews made against him( know wonder why)After 15mins I asked again for the manager and the very nice Aqib informed me that he would be with us once he was finished on the phone. I asked if he could in fact assist as we had been waiting along time at which he very professionally aided me with a replacement option for the starter he apologised for the issues we all had and helped each of us with the issues we had, I can not praise his customer service skills enough he is a great credit to the restaurant! He listened, was polite and found a resolution!!The manager ended up attending our table after we had taken pictures and he assumed it was of him and stormed over to the table, he rudely addressed the table demanding to see their phone & wanted to argue with us instead of focusing on the concerns we had with all of our food. This was the very last straw for us all and shortly left. This was the worst experience I have every had within a restaurant and I dine from 5* to local establishments and the unprofessionalism and argumentative manor Ali portrayed would make the reviews of this restaurant go down hill as well as people dinning in this location.I would like his management to reach out this experience not only ruined my daughter’s birthday meal but was unprofessional on all levels.
Claim your business profile now and gain access to all features and respond to customer reviews.
vapiano, international, landing page
