Hi Thai — Restaurant in Sydney

HiThia had always been my go to place. Came here almost everyday while pregnant with my now 4 and 2 year old, and every other day before and after pregnancy, never have I ever had any reason to report an order. Came here this evening 29/10/2024 with my family after a long day to have dinner and got the worst insult and disrespect of my life. I and family moved out of Sydney sometime ago and happened to be visiting Sydney for an event. My husband asked where I wanted to go for dinner and I chose this place (I wish I never did), thinking it’s still how it used to be. I have always ordered chilli basil fried rice with prawns only and most times, barramundi fish with chilli sauce (which always came as a side). But this time around, the rice wasn’t fried properly (still moist), prawns where tasteless (like dey were threw in at some point) and rice under seasoned. Barramundi on the other hand came baptised in sauce. Cause of how hungry we were, we managed to eat some of the rice, but couldn’t eat fish cause the “sweet” chilli sauce was TOO SWEET. My kids who love fish and meat, refused to eat fish cause it was too sweet(imagine kids that loves sweet stuffs), talk more of me. So sweet that the sweetness could pass as a bit salty. I tried to get their attention but everyone was busy, all my excuse me went unheard, I literally had to leave my hand up before this male staff who took my Order initially, walked up to me, I explained to him about fish and rice but told him the rice was manageable but the fish we couldn’t eat. The staff said ok, give me a minute. Minutes passed and nothing, it was late into the night, so I walked up to him at the counter with other staffs present and asked, “about what I said, what’s the update?” This male staff literally walked up to me face, ready to fight and all pumped up, replied with a rude voice, “what update, what update you want, no update, no update, you got your order so deal with it. With shock and disappointment and eyes wide opened, I replied, “ what do you mean? Yes it is what I ordered and I know what I ordered, but this is too sweet and you could have come to me to say something instead of leaving I and family sitting there waiting.” He replied saying, “ you can see we are all busy.” I said, what? And was dumbfounded. He walk behind the counter talking rudely and another female staff who heard all what happened told me, “we can’t give you free food.” Free food for $28 fish, not talking about our other order total, and knowing fully well that we have paid in full. I replied her, free food, what do you mean? She said, yes you got what you ordered and that is sweet chilli sauce, what do you want? All attempt to let her know I know what I ordered, proved abortive. I told her if you don’t give refunds, at least replace the fish, she replied, we can’t do that, we don’t give free food. This sauce has no chilli, all sweetness. My husband requested to speak to the manager and she replied, “I am the manager😃, me.” You are the manager, you heard all your staff said to me and you come up to say I am begging for free food? Her only reply was, “ well my staff is angry.” My husband said, “ wait, he is angry, why?” She replied, “Because she(I) complained about food.” Like I thought we all have the right to make reports when things don’t come out right, especially for what we’ve paid for with our hard earned money? Well they said lots of hurtful things to me that I can’t even bring myself to pen down. She said the male staff didn’t relate my report to her or anyone. She later asked to bring a new fish after so many disrespect and my husband said no, that’s ok, we will leave. I demanded for an apology and she called the male staff, he looked me from up to bottom and walked off😃 she said, I apologise on his behalf. I shook my head and we left. I cried my way home. In my entire life, I have never been this disrespected and embarrassed. Hi Thai you just lost a 6 years plus customer, congratulations!!!!!!!! FOOD ZERO❌❌❌❌❌❌ CUSTOMER SERVICE zero❌❌❌❌❌ UNTRAINED STAFFS WITH ZERO CUSTOMER...

There is no High about HITHAI Blacktown

What a disaster for a quick Dinner before movies at Hoyts. I have been a regular customer of yours for several years but yesterday the experience I went through when I ordered my “Ginger Shallot Thai Stir-fry Duck” dish. When it arrived all 4 of us at the table had a surprised look on our faces. We said this is not Sir Fry…why it looks boiled/steamed and why there is so much liquid at the bottom of the Dish? To our mystery when asked I was told by the staff that all their “Stir-fry vegetables” are steamed. I never had a Stir fry dish as such in my life before.

I had by this time lost my appetite for dinner and advised the staff that I don’t like the way its prepared and it’s not “stir fry” and if I could exchange for another dish. I was given a straight no answer and told you’ll have to pay again for another dish even if I selected the same price tag as the Ginger Shallot Thai Stir-fry Duck” dish.

The overall experience - staff members were not apologetic, not offering to compromise and provide a good customer experience. Upon leaving the Restaurant I advised them that they’ve lost a long-time customer and they will get a zero rating from me for the experience and I will tell all my friends, families and business associates about not to go to this Restaurant.

I don't recommend this place to eat ever to anyone. Don't spoil your good...

I have been to this restaurant many times with my wife up to about a year ago because we have been living in North America through 2024 until now. The food and service were always good. My friend and I were talking about getting some food. We decided to go Thai so I suggested this restaurant. It has changed a lot and although the service was good, the chicken in our meals was very dry. The prices have gone up so much but that’s understandable because everyone is suffering under the Labor/Greens federal government. BUT……… The kicker was when we asked them for a couple of containers to box what we had not eaten to take home. The guy said “FIFTY CENTS EACH!” After spending nearly one hundred bucks on these meals, we had to search for change in our pockets as we always pay for everything with our phones!! That ruined the whole experience and we won’t be back. Why charge 50 cents for a plastic box when you have jacked up the prices of everything on the menu excessively??…….especially after I spent so much money for only two...