Ultimo Kitchen — Restaurant in Sydney

I used to be a regular lunch customer here.

At my last meal here, staff asked me to wait 15 mins to cook as they were running low on the ready-made lunch options. I accepted and waited as I had specific selections in mind (my regular options)

After having me wait, my options were not remade. The explanation was that it was my choices were too popular. That answer baffled me and I asked why they wouldn't remake popular items. They explained that they did before but they are too popular so they won't remake them again. This is not a satisfactory answer.

The restaurant was unapologetic for making me wait and not remaking my selections. As I only have a half hour for lunch, I was left with no other option but to have the items they chose to remake as I had no time to get a meal elsewhere.

When putting my meal together, I noticed my serving was considerably smaller than other chinese-speaking customers. These customers were also prioritised before me when the food came out of the kitchen.

I finished my meal and wrote this review well before multiple other customers served before me had finished their meal.

I feel the restaurant takes advantages of customers and does not conduct itself conscionably.

Edit - replying to the owner's response below:

When you state you are remaking the dishes, it is implied you will be remaking the sold out dishes. Why would I as a customer expect some dishes not to be remade and know which dishes you will remake and which you wont? In your own words, customers are not mind readers. You only confirmed that the dishes are being made and to sit and wait. The onus is on you to make clear if some items are unavailable, not for me to ignore you and continue ordering my choice despite you asking me to wait, so you know what I want so that you can tell me it isnt being made. That is ridiculous! It would be rude and inappropriate on the customer's part and terrible communication on yours. If you were aware some dishes wouldn't be made, why didn't you ask me what options I wanted? That would be the obvious thing to do. Yet the request was just to sit and wait and you think it is somehow the customer's fault that their choice wasnt made? Please take some responsibility.

You mention balancing supply and demand. Let me get this straight - you opt to supply less popular dishes which will result in greater food waste, instead of remaking more of the food that actually gets sold? That is the opposite of sustainability. Your argument to supply lower demand dishes to reduce waste makes no sense at all. It is clearly a financial decision, don't pretend it's anything other than for profit at the expense of the customer.

A great way to avoid discriminating against certain customers is by actually not discriminating against them. I would appreciate if unfair treatment was taken seriously, but those are empty words in an attempt to salvage your reputation. Why do I think this? When I was served by other members of staff in the past, my serving sizes have been more standard and comparable to what was served to other patrons. However, I believe the lady who served me this time is the owner and who I suspect responded to this review given her immediate familiarity with who I am.

You mention open and respectful communication. This review does not contradict that. You just don't want an audience for a negative review, yet ironically this is quite an open form of communication. You don't want the public accountability and would prefer these complaints be addressed privately, in closed communication. But, given my experience, I do not trust in your ability to be fair and respectful and therefore this is most appropriate.

It is my right to leave feedback and describe the shortcomings. Your response confirms that you reject constructive feedback, only to argue with someone who was mistreated by you already.

It is not your offerings that did not meet my expectations, it is your behaviour that has been reinforced by your poor response. I hope you take your own advice to start being kind...

A great spot for tasty, local Chinese food! The flavors are homestyle, with every dish carrying that comforting, home-cooked touch—none of the usual commercial taste. The service is top-notch, with friendly and courteous staff who make you feel right at home. While the main meals are a bit on the pricier side, they’re definitely worth it for the quality. Plus, it’s a bit of a walk from the bustling Haymarket area, so you'll get a chance to stretch those legs before enjoying your meal. But overall, it's a solid choice for a delicious, laid-back meal. I’d gladly come...

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