Fan's Kitchen — Restaurant in Melbourne

I’m usually a fan of Fan’s Kitchen, and have supported them throughout the covid lockdowns by buying takeaways. But a few weeks ago I dined in the restaurant for the first time on a Thursday evening to celebrate my mother’s birthday. I have never experienced such poor customer service behaviour before that night! We ordered our food and I understand that it was a busy night but our food came out very slowly and not in the right sequence (eg the main dishes came out first but the white rice took forever to arrive and I had to prompt them for it). Were they expecting us to eat the meat and veggies first then have plain white rice at the end of the meal on its own?? Then one of the dishes never came, despite me asking them 4 times for it to check. The response was always “ok I’ll check”. But they never came back with the answer. So we were there for almost 2 hours and still didn’t get this eggplant dish. I was fed up and told them if they haven’t cooked it, then forget about it and take it off our order as we had already eaten the rest of our meal. They waiter did not seem to understand English so we spoke to him in mandarin. Which still seemed to confuse him and he wouldn’t answer us. He went into the kitchen then I had to follow up again 10 mins later as he didn’t come to inform us of anything. So I asked him and he said the dish is cooked but you said to cancel! OMG! Seriously. They then brought the dish out (looking congealed and cold) and said if we still wanted it they would add it back on our order. So they expected us to pay for this dish which they clearly forgotten about. In the end we left and I went to pay the bill. Despite the poor service, long wait and average quality food, they didn’t even bother to apologise or even thank us for dining there. Bad service! They have lost a customer (I live locally) and have informed all my friends and colleagues about my experience which has also put them off from coming here.

*edited to answer to owner’s response: it was on 2nd Feb, Thursday evening. Even had a booking. It was young male waiter, but there was also a young lady who looked more senior who also served us (then eventually...

Went to celebrate my daughter's birthday. She and her 3 friends arrived before me so had already gone through the menu and listed all of their choices on a phone. We were pretty much the first ones to arrive, just before 6 pm on a saturday night. Ten minutes after I arrived, I was finally able to flag a server down so that we could order. He literally took the phone from me to see our order and wrote it all down in his notepad. Jump ahead 40 minutes and we have not seen any food besides the prawn crackers. All of the other tables around us (that arrived after us) are eating. I flag down another server to see what's going on - and she assures me that it's coming. Five minutes later, one plate of popcorn chicken comes out. Three minutes later, another meat dish or two. Five minutes after those, the white rice finally comes out. The dumplings (that we had ordered fried) come out last and steamed. Girls had all eaten most of the first few dishes as they were starving by the time the food finally came out. I grabbed a dumpling only to see that it was prawn flavoured. I went up to the bar to state that I was allergic to it and we had not ordered any seafood dishes. The original server had seen the words "Pork dumplings" and input prawn. They offered to replace the dumplings but I said no, please take them off our bill. We also never received the fried rice that we had originally ordered. At the end of it, they removed the dumplings from the bill and took 10% off. Will not be going back. Food tasted fine but the service...

We normally get takeaway from here and it has always been absolutely amazing! The food is always so fresh and delicious and it has been our go to for a while. We love the fried rice and the sweet and sour pork!

We dined in for the first time on Father’s Day this year but we felt the service wasn’t very good. Firstly, our waitress asked if we were finished with the sauce but before we could answer that we were still going with it she took it away without waiting for a response. We felt the waitress was a bit rude and barely acknowledged us. We waited a long time after our entrees for our mains and realised other tables were getting served that came after us, waiters were coming in and out and could see we were waiting there for a long time if they paid any notice. After an hour of waiting from entrees, we ended up going to the counter and asking about our mains, they told us they had forgot to put it in the system and apologised. We didn’t want to wait any longer so we paid for our entrees and left. We own a small business ourselves and if that happened we would have probably given them something small for free or taken an item off the bill as a sorry for wasting our time especially since I was taking my dad out for Father’s Day and ended up without dinner, but they didn’t do anything. I understand Father’s Day can be a busy time for restaurants and we were very patient but unfortunately we probably wouldn’t...