Thai Express Restaurant Guelph — Restaurant in Guelph

The food itself is good but their service is terrible. My wife and I ordered two items, one of which was a General Thairacha. When we got home we realized that they mistakenly gave us a Tofu Fried rice instead of the thairacha while the other item was correct. No big deal right? Figured we would just return and tell them about the mistake and get our correct item.

Upon returning, the other person who they gave our thairacha to (who ordered the tofu fried rice) also happened to be there to tell them about the mistake as well. The employees actually had to audacity to blame us for taking each other's orders. How is it possible that we took each other's order when the second item in our order was correct? Also they gave me two items at the same time and said "number 88" while no other orders were on the counter. Clearly it was a mistake on their end. Second, and even bigger issue is that they just suggested that both us and the other customer swap the food with each other and go on with our lives after we both took the wrong food items home and came back. Terrible to begin with but in the middle of a pandemic?!? Makes me question their food handing credentials. Perhaps the employees are just so perfect and thought that it was impossible that they could make a mistake, so instead of correcting the mistake they essentially indirectly accused both wronged customers of lying about the situation.

Then the attitude of the employees when it came to remaking the food after their mistake was another story as well. They just made it, begrudgingly threw it on the table and said nothing. They also took the wrong items from both of us and placed in it the back, hopefully throwing it out and not just serving it to another customer...

Needless to say...if this is how they deal with a minor mistake on their end and suggest to something as disgusting as swap food with another random stranger after taking the items home, I wonder what other things are going on behind the scenes. Never going to return, and I suggest you...

We've been getting food here for as long as they have been open but today I was absolutely flabbergasted.

My wife ordered two fried rice and picked it up and came home, only to find out what we got was one fried rice and a chicken dish. Called in, and was told to bring the chicken dish back. Little odd but we did.

We get there and coincidentally the woman who got our order was there complaining about the same issue.

The rectification of this issue started with the lady at the counter placing blame on us for switching the order. To be clear, these orders are placed in groupings on the island by the cook - if the switch occured, it was behind the counter. But truthfully it shouldn't matter who made the error, it should have just been fixed.

The bigger issue was that we were asked to just switch our food back. This is unsanitary in a normal situation, let alone when we are in the throws of a pandemic.

I don't know what happened to the original food, but what should have happened is that each of us should have been given the wrong orders as compensation for the mistake, and the actual order should have been corrected. What actually happened (best case) was that the wrong orders were thrown out and food wasted, simply because this place wanted to make sure we were not lying about the situation.

Disappointing to...

I have been buying food from this restaurant ever since they first opened. Since I always order the same meal, the staff knows my usual order before I even have to ask. This speaks to their attentiveness to their customers. Although I've always been pleasantly surprised by the quality of the food, I have seen major improvements in the past couple of months. Their food is cooked in front of the customers, ensuring a hot meal at all times. The staff may not say much, but are always respectful and accommodating. When I had to change my order due to allergies, the owner let me keep the meal I ordered so I could bring it home to my family, and cooked a new order without additional costs. I have never publicly posted a review as a customer, but I have noticed that people are more likely to leave a review regarding a negative experience, and disregard the good, which doesn't seem fair to small businesses. I would give their service 5 stars for having great food and...