The Grand Malabar Express — Restaurant in Cambridge

Poor food quality and terrible customer service. This is by far the worst South Indian restaurant in the Kitchener-Waterloo-Cambridge area. We called ahead to ask if Kerala meals were available, and the lady at the front desk confirmed they were. We reached the restaurant within 15 minutes, only to be told that the meals were no longer available.

We then tried to order several other items from the menu, but most were out of stock. Some dishes required 30 to 40 minutes of preparation time. I don’t understand how a simple masala dosa could take 45 minutes to prepare. The restaurant was not that busy at that moment only a few tables was filled.

The guy at the front desk was extremely rude and arrogant. He showed no empathy or respect while speaking to us. Eventually, we ordered three chatti chor. He said it would be ready in 20 minutes, took our phone number, and we stepped out for a while.

After 35 minutes with no call or update, we returned to the restaurant and still had to wait another 5 to 7 minutes to get the food. Unfortunately, it was not worth the wait. The fish curry and moru curry were too watery, and the beef fry was rubbery with large chunks of meat. None of the curries were hot, and the fish fry tasted raw. Even the papad and curd chili were cold. But the only good part of it was the quantity.

They don’t serve water with meals, so we ordered two lemon drinks—which tasted more like syrup. To top it off, the washroom was unclean.

Overall, it was a very disappointing experience. I will not return and would not recommend this place to anyone. Their Waterloo branch offers much better food quality and customer service—we go there almost every Sunday. This was our first visit to the Cambridge location, and it was truly frustrating.

The management should take this feedback seriously and properly train the staff, or they risk losing their reputation and goodwill. Very sad and...

Hi,

I am writing to express my deep dissatisfaction with the experience my group and I had during our recent visit to your restaurant.

We, a group of 8, arrived around 7:00–7:15 PM and placed a takeout order consisting of 4 teas, 3 coffees, and some snacks. We paid for the order in advance and, since the place seemed a little busy, decided not to crowd the counter and instead waited patiently at a table.

Despite waiting for around 30 minutes, our order never arrived. To our surprise and frustration, we observed another group—who arrived after us and sat at the table next to ours—receive their order, including tea, coffee, and snacks, before us. This clearly indicates that our order was overlooked or mishandled.

When we approached the counter to inquire about the delay, we were casually informed that there was no more milk and therefore our tea and coffee could not be prepared. What’s disappointing is that no one bothered to inform us earlier. We were left waiting unnecessarily, with no communication whatsoever.

Adding to the poor experience, none of the staff members apologized or showed any concern for the inconvenience caused. It was extremely frustrating to be treated with such disregard, especially after having paid in advance.

Moreover, when it came to the refund, we were surprised that you didn't even ask if it should be processed back to the original payment method and instead gave it in cash.

Overall, this experience was a huge letdown. Not only did we waste our time, but the lack of basic courtesy and customer care was truly disappointing. We expected better service and more accountability from your establishment.

I hope you take this feedback seriously and take steps to improve your customer service and communication...

I visited Grand Malabar on King Street today for the first time. The food was really good – especially the Kerala porotta, which was crispy and tasty, just the way it should be. Definitely enjoyed the flavours!

However, the service experience was quite confusing and disappointing. There was no clear signage indicating that it’s a self-service restaurant or that customers need to order at the counter even for dine-in. As a first-time visitor, I found it really frustrating.

After ordering, we had to pick up the food ourselves (like in a mall food court), and once we finished eating, we were expected to clear our own trays, separate waste, and place dishes and cups in different bins – just like at home. Again, there was no signage explaining this, which made the process feel chaotic.

If this is the service model you prefer, I strongly suggest: • Adding a visible sign at the entrance explaining the self-service system • Serving dine-in meals in disposable containers so customers don’t have to separate food waste by hand – especially difficult when you’re eating rice dishes like mandi and have children with you • Consider using a more hygienic and easier-to-use waste disposal system instead of a push-and-flip bin

Overall, the food was great, but the service model really needs improvement for a better customer experience. I’d love to return, but only if the system becomes more...