Thuân Thành Restaurant — Restaurant in Ontario

I had a horrible experience at Thuan Thann, a Vietnamese restaurant, and I would not recommend this place to anyone.

I ordered takeout and paid an extra $10 for extra carrots and cucumbers for my kids’ meals. When I got home, there were no cucumbers (which come with the dish), barely any carrots, and just a pile of lettuce. I called the restaurant right away, and the staff said I could come back for a refund.

When I arrived, the manager—who was handling money at the counter—opened my food boxes without washing her hands and said she couldn’t refund me because my kids had taken a bite while I was on the phone. She also told me I should have asked the staff to speak to her directly, which isn’t my responsibility. It’s their job to train their staff properly.

She only refunded me $10 for the missing extra vegetables, and I still had to go back inside again to ask for the cucumbers that were supposed to come with the meals. I ended up driving to the restaurant four times in total, wasting my time and gas, with no compensation for the inconvenience. By the time my kids got to eat, their food was cold — very disappointing.

— missing ingredients and becoming stingy with what comes in the meal. I had been going to this restaurant for the past two years because their service used to be great, but now they’ve joined the ranks of subpar Vietnamese restaurants that cut corners and don’t care about quality.

The restaurant itself is dirty, they don’t accept Visa, and the service was completely unprofessional. Absolutely horrible experience — I would not recommend this Vietnamese restaurant to anybody. 👎 `

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We were excited to dine here after a long drive from Toronto. We’ve considered ourselves regulars, as this restaurant has always been our first choice whenever we craved Vietnamese food. Unfortunately, after our horrible experience today, we won’t be supporting this business again.

From the moment we arrived, we were met with unwelcoming attitudes from certain servers. We were a group of seven and wanted to be seated together. Since the restaurant was busy, staff suggested splitting us into two tables, but we said we were happy to wait for seating as a group. Eventually, a kind group of diners even offered to move so we could sit together. With one table already empty beside theirs, we managed to sit at two adjacent tables.

As we were getting ready to order, a male server made a comment about the tables. We thought he meant they would be pushed together so there wouldn’t be space in between, so we moved them ourselves. When the server noticed, he raised his voice at us, saying, “I already told you not to do that.” He continued to scold us in a condescending way, almost as if to threaten that whatever happened next wasn’t his responsibility. We were shocked by his attitude. One of my friends even apologized for the misunderstanding, but instead of de-escalating, he remained rude and dismissive. At that point, we didn’t feel welcome anymore and decided to leave and dine elsewhere.

As someone who has worked in the food service industry, I can confidently say this is not how you treat paying customers. It felt as if we had to tiptoe around instead of enjoying our meal. It’s unfortunate, because we truly loved coming here, but after today we’ll be taking our business to...

1-Star Review — Very Disappointing Experience

I’ve been to Thuân Thành Restaurant in London, Ontario many times before, and my family has always enjoyed the food and service. However, this visit was completely different and very disappointing.

Before we even entered, I was holding the door for my family when I suddenly heard a loud shout, “How many people?” It really shocked me for a second, but I calmly answered, “Five.” The lady behind the counter came closer and said, “Sit wherever you want.” We sat down politely, understanding maybe our response wasn’t clear.

She came to ask if we wanted water or tea — I said tea — and she gave us menus. After that, she completely ignored us. Other customers came in after us, and she took their orders right away while we kept waiting. Nearly 20 minutes passed before we finally had to call her over ourselves.

When she finally came, she was very rude, didn’t make eye contact, and acted like we were bothering her by ordering. The service didn’t improve after that either. She kept ignoring us — even when we asked several times for napkins and water, she just walked by and never brought them. We had to keep reminding her ourselves at the end.

Every time we come from Chatham to London, we always choose this restaurant and even leave 5-star reviews (under the name Lucky). But this time, the behavior and attitude from this lady completely changed our impression.

It’s really sad to see such poor service from a place we used to love. I hope the management reads this and ensures better customer service...