Jaipur Indian Cuisine — Restaurant in Surrey

We ordered jaipuri paneer through Uber eats on 9th August 2023 for a late dinner and due to a spoilt taste, we just came to return the item on 10th August 2023 midnight at around 12:20am and ask them if they could remake it. (At this point calmly requesting them to review the item and replace - not looking for a refund, free food or promo codes!) The hostess requested us to wait and called the chef as no manager was available at the restaurant. The chef took us into the kitchen and was really rude about it, he did not listen to our concerns and was accusing us of claiming to receive bad food, he kept saying that you tasted so little and complaining. We are regular customers and we usually order this dish as it is our favourite dish (so it’s not the case where I did not know what it tastes like and when it is off!) so we weren’t even making a fuss about it, as I thought it’s just a one time mistake. We just wanted a replacement. We requested the hostess to give us a manager’s contact information or customer care number and the chef’s name or her name just to give in the details but they did not give us any details. ALL staff didn’t give us any details for customer care and were just standing and didn’t give us any staff name (I can understand if they do not want to give their names due to privacy or their safety… but they declined to give any contact for their managers or customer care/complaint box). The chef was really offensive and said “Your one bad review will not shut our restaurant down and do whatever you want to, we are not giving you any contact information or details and I’m the owner of this place go do what you want.” And NONE of the staff knew their managers or supervisors or even when they are in or contact details so we could reach out to them, he kept on screaming at us and none of the staff was even professional about their customer service. I was really frustrated and left without my replacement or refund. If a manager is reading this, I’d appreciate your response. I hope this finds the right person as Jaipur has been one of my favourite places for Indian food and this experience is a first that’s so negative.

Also, having staff that is scared to even speak before confirming from that chef is really not a healthy work place. The staff did not have a say at all… the hostess kept going into the kitchen to confirm if she can say anything at all and only said the much that...

Today between 7:30-8:10, somewhere in between in this time slot we went into their restaurant to have some appetizers and desserts, the girl working there, she was very honest bt sorry to say in a wrong way. First we went into the front desk she gave us the menu and we told her we are going to sit in the patio, if she wants we can give the order right now inside or if she wants to come out in the patio to take the order. She said she will come out to the patio. When she did not show up for 5-7 min, i went inside personally to order it. It was totally empty restaurant with no guest for which i could say that she was busy with. There was honestly no guest except us. I went in to order, without even taking our order she is asking me to do take out, and the reason for the take out was that “it is cold outside, i cant come outside to take the order or deliver food”. First i laughed but then i said ok i will come inside to grab my order bt we dnt want to do takeout. She said even if u take the order out urself, she will still have to come to grab the used dishes from the patio. Now i am not sure what did she wanted exactly. If she didn’t want us to sit in the patio she could have told us 10 min earlier when we first came in and grab the menus. If the owner doubts on my review, he or she is welcome to check their cctv in this time slot. I asked her 3-4 times that is she sure of what she is talking about, she just kept repeating to do take out and its cold, it wasn’t that cold. We live in Surrey where it is always the best weather. And if she was actually feeling cold then maybe she was sick, she was not supposed to show up to work due to covid protocols. I have also worked at a restaurant with patio in it and in a city where it was mostly snowing half of the year, i never had that attitude, i dnt knw if i should call it the “best customer service” I have always liked their food but the service this time totally led...

Few years back we went there & the service was lousy, servers were seating on the cash counter chatting away. Food was served late & no taste. Cloth napkins had holes in it & cutlery were dirty. We had decided we would never go back but we went there to try their lunch buffet. Server was not welcoming at all when we entered the place. Food at the buffet counter was looking stale, not hot & the few items were not replenished. When mentioned to the server 3-4 times, she sd it’s coming, & it took her about 10 mins to refill rice & goat curry. In the meantime I noticed that she brought a male staff from the kitchen & said something to him while pointing at me. When food was replenished she came to our table & sd “YOUR rice & goat curry is there”. Also when asked for green chillies, she sd “we are out of stock” which is hard to believe in an Indian restaurant. Chai percolator was unplugged from the time we entered the place. When mentioned to the server, she sd “chai is hot” which was not true at all. Chai was very sweet, so we asked if they have without sugar & the reply came “this is how chai is served & everybody drinks it with sugar”. This is first restaurant I heard this. While my husband was still eating the dessert, the server came & said “do you want me to bring your bill” ? I don’t know what was the urgency. Staff needs to be trained to be welcoming, polite & courteous towards their customers & food quality needs to be improved & items should be refilled before it hits the bottom...