Dragon Hot Pot Footscray

I WAS the biggest fan of dragon and was super excited to hear it's now in the west however my recent experience with the establishment has been overwhelmingly unsatisfactory.

We ordered almost 2kgs of food take away. Bringing it home we were shocked to see majority of the protein and seafood was missing but what was more astonishing was that there would be 2 fish balls out of the 6 and a few quail eggs out of the rest we paid for.

The blatant removal of food items from our order was a violation of trust and an affront to Dragon Hot Pot patrons. This deceitful practice is not only unethical but also reflects poorly now on the brands integrity as a service provider. Footscray chain has really let the brand down.

Adding to the distressing encounter, the conversation with the manager only escalated the situation. Their unreasonable stance and inability to handle the issue, was both shocking and unprofessional. There were no initiatives to provide a solution until us as the customers had to provide options which at the start the manager refused to meet half way with or to provide a refund and claimed we had to wait a few days for them to get back to us and if they did agree to a refund we would have to drive back into Footscray from Truganina to obtain it despite something called electronic funds these days and this would be only after they check the cameras and receive photos from us (which we had no problems in agreeing too but couldn't understand why this would be a few days wait).

The lack of professionalism exhibited by the manager was concerning. The dismissive attitude and unwillingness to address my concerns in a courteous and respectful manner left me feeling disregarded and undervalued as a customer. Not to mention his comment 'I can't deal with this right now…' if you didn't who would and why operate a business then?.

Lastly, the complete lack of willingness to compromise and reach a mutually agreeable solution was disheartening. After several calls, photos taken, and a two hour wait we finally received a refund and an apology. We didn't even ask for any compensation, only just what's rightfully ours after myself and my whole family being left hungry and disgruntled for two hours. It is crucial for any reputable establishment to work collaboratively with their customers to resolve issues and ensure their satisfaction. Unfortunately, this willingness to find common ground was conspicuously absent in my experience with your business.

I hope that you take this feedback seriously and use it as an opportunity to improve your services and customer interactions. It is my sincere hope that no other customer has to endure the same level of disappointment and frustration that I have...

I ordered stir-fried. The staff actually service very unprofessional. She didn’t ask me allergy or not, didn’t mention this shop actually don’t have stir-fried, the dry option they just have Ma La Ben. My husband choose collagen bone broth.

First, they did wrong broth, my dry stir-dried came to signature ma la tang mild spicy, even not fire hot, I told them my order is stir-fried, then they finally tell me “ oh our store no stir- fried just have Ma La Ben!!!!” They should know some of the customer like me already have experience in other Dragon Hot Pot so we know what we want, these two dry is totally different! If in this store have no option for that, the staff should mention earlier when I chooses. Meanwhile, my husband other coming, is bone broth with all topping. But when order I already mention I don’t want golden peas and pickles!!!!! They all in our bowl. I tell them we don’t wanted, they let kitchen fix it, but still second round still so many in bowls. Then they ask me back do I mention we allergy for that!? What?! I told them it’s actually in your policy you should ask us but you didn’t. The staff blamed her colleagues is her fault that she should ask us before you service in final counter. So me and my husband very not happy and disappointed left. We went to city to have our Good Dragon Hot pot. Service not friendly, not professional, not follow policy, also everything mention kitchen not follow. All staff really worse. I don’t think I...

Had high expectations of a local Dragon hot pot place to the extent of waiting over 2 hours, however was left sorely disappointed at how obvious the scam in ingredients was. Between three people, we ordered over 1 kg in ingredients, consisting of meat, mushroom, various vegetables, quail eggs and noodles ($90 total). We made sure to get a high quantity of each of these divisible by 3 so that it could be evenly split. After waiting over an hour for the food to arrive, only one portion of ingredients were in there, with some other ingredients blatantly missing. For example, there was only one quail egg though we had taken 3, six baby corns turned into 2, amongst other obviously reduced ingredients such as beef balls, wanton, meat and vegetables. There were absolutely no noodles or mushrooms at all, and no Chinese chrysanthemum included though we had also taken plenty of these. When we called the staff over to ask, we communicated our issue but they didn't acknowledge it until spoken to in Vietnamese, and proceeded to ask the kitchen about our order to which they returned after another 30 min with nothing but a bowl of noodles, no other missing ingredients replaced. No refund or apology offered either. We left hungry. Huge disappointment of a Dragon Hotpot, especially compared to the service at the Russell St branch where they split orders of over 1kg into two separate bowls. This...