Borneo Intersection — Restaurant in Northern Territory

I ordered from here earlier today, Sunday morning, at around 10:30am. At that time the shops had just opened so I expected that they wouldn’t have much food selection available. But I was craving some Indo-Malay food this morning and out of all the places in the food court, this was my favourite spot.

I approached the lady at the counter and acknowledged that the food I wanted, chilli eggplant, isn’t out yet in the bain-marie. I asked if it was possible for me to order it and if so, roughly how long I’d have to wait.. Her response was that she can take my order, but the food will be about 15 minutes, to which I then agreed and said I was happy to wait.

About 30 minutes later, I noticed a couple more dishes were out, but still no sign of the chilli eggplant. I approached the lady at the counter and asked how much longer will the food take, to which she responded “about 5-7 more minutes”. She also told me that once the food was ready that she’ll call out to me, as my table was nearby.

I had company sitting with me, so I didn’t track the 5-7 minutes and I also decided to wait for her to call out to me, just as she suggested. But it wasn’t until I checked my watch that I had now waited about an hour for my food! By this time, my company had already received their meals (from elsewhere) and even finished eating their meals too!

By this point I was very upset because I felt I had been very patient and approached the lady at the counter again to ask where was my food. I also questioned the chefs because I can see that they were prioritising cooking other dishes as more food became available, but they still had not completed my order.

She tried to brush me off again and casually said she wasn’t sure why it’s taking too long. But because I was upset by this point I urged her to go into the kitchen to follow up with the chefs because waiting up to an hour to receive food is ridiculous and unacceptable!

By the time the food was ready, she finally called out to me. I wasn’t offered any compensation, just her repeatedly shouting over me, “Sorry! Sorry! Sorry! It won’t happen next time!”, while I was trying to explain why this is a frustrating experience as a customer.

Clearly there was miscommunication between the front-of-house staff and chefs and also mismanagement of customer expectations. I would’ve been more empathetic and understanding if she was honest and upfront about how long the food would take. If she had told me it was going to take an hour, it would’ve better managed my expectations and I would’ve accepted that, done something else with my time and come back later.

But despite the food being delicious, this whole experience has just left a bitter taste. 5 stars for the quality of food, 1 star for the customer service. I won’t be returning here anytime soon, the whole experience was off-putting. I’ll get my Indo-Malay food elsewhere and support their...

I have been a regular customer of this eat out for approximately 2 years now and usually order the same food. In the past their serving portions were generous but in recent times it has drastically reduced. For a large meal I used to get a bowl of coconut rice, 2 BIG pieces of chicken, 2 eggs and generous eggplant. Now for the same large plate I get 1 small piece of chicken half the egg plant and 1 chili egg. It has literally come down to half the serving size although the prices have increased. I feel ripped off, I mean how much profit are you really making by serving reduced portions, is it worth the customer dissatisfaction? Please stop tricking customers especially when they have been constantly contributing to your progress...

I wanted to share some honest feedback regarding my recent visit. I purchased a small rice and curry, but the portion size was extremely small—less than what would typically be considered a kids' meal. This was quite disappointing, especially since you’ve done much better in the past.

I work in Gateway and often come by for a quick bite, but the service and portions lately haven’t been consistent or up to the standard I’ve come to expect. I hope this can be taken on board, as I’d love to continue supporting your business—but only if the...