Neptune Palace Seafood Restaurant (Surrey) — Restaurant in Surrey

The food was quite good and the price was reasonable for the style of food. The service was beyond disrespectful.

When placing our order we asked for the difference between the Neptune house special and the Seafood Chow Mein.

The server said that the house special contained chicken as well as the seafood. I asked is that the only difference and they said yes "chicken and seafood. " It came with pork afterwards.

I asked to speak with someone and asked what was in the house special who confirmed that it was made with "chicken and seafood." I pointed out at the thing I believed was BBQ pork and asked them what it was and they said pork and walked away from the conversation.

I asked the staff if it's possible to correct this. I did not want it remade it's entirely, just the toppings as it would be food waste otherwise.

The server, supervisor and a second server all said that I should have explicitly stated I did not want pork in the dish and essentially told me (paraphrasing) "too bad, you should have said no pork at the start."

I let them know that I asked prior and they doubled down on saying it's not their fault and I should have asked for no pork (even though I double checked that the only meats were seafood and chicken, with 2 confirmations).

Finally after around 5 - 10 minutes of different staff coming over and speaking condescendingly and rudely, the supervisor frustratingly agreed to replace it towards the end.

When the server dropped it off the only thing said was "no pork."

The service here was beyond disrespectful , rude and overall unpleasant.

The Neptune chain does have good food, and other locations have proper service. The Surrey location is one I would avoid when going for a lunch with family or friends. At most I would order take-out from the Surrey location as the food is good regardless of how the customer facing staff...

Good location right at Surrey Central mall so plenty of parking outside. You can’t peek inside from the outside window as it is hinder by a separate eatery which they also owns and is more like a wonton noodle Cantonese style diner. As soon as we walk in we were told to self check our body temperature by pointing our palm on the camera. Then we were quickly shown our table. We came in around 10am and the place was about a fifth occupied as more people came in later closer to noon. The decor is clean and bright and the table were cover with cloth and shiny tablewares. We chose jasmine tea which is charged at $1 per person. The dim sums are on the pricier side which is $1 or $2 more for most typical dim sums than other places. I didn’t order the noodles or rice dishes which are all around $30 on the menu sheet. We ordered 4 dim sums and on the most part they were mediocre. The salt and pepper deep fried tofu was served first and the texture was not as crispy as I expected would be and not too flavourful. The other 3 dim sums did not come until after a long wait ~20 minutes and we got a bit annoy as we didn’t expect the dishes should take that long given that the place is not pack which is still around 50% filled by the time we finish the tofu. The rice roll wrapped in Chinese donut was a let down as the donut was not crispy and the rice roll layer was super thin. The sticky rice in lotus was mediocre which is no different than any other dim sum places. The shrimp and chives dumplings was the only thing that was good, good size and taste to par. They charged me 50 cents for take away container which I find it to be cheap given that all dim sums were not cheap. Service was average nothing to rave about. Billed for 4 dim sums and ancillary fees came to $43 plus tips. If you like this review plz give me a...

I would call it a “tip fraud”.

Let’s not mention about the 2% extra charge on paying by credit first plus the food quality is only decent.

We ordered a King crab meal and a few other dishes which combined together cost around $600.

When we were paying the bill, the server stood behind my wife while she entered the tip into the machine watching the tip amount, the waiter immediately grabs the machine from my wife said “impossible impossible that’s too little tips” in Cantonese, canceled the payment, then asked my wife to choose again and kept pointing to the tipping amount he wanted. My wife ended up paying the tipping amount under the server’s peer pressure. I am not happy at all but I didn’t understand what he was saying as I don’t understand that much Cantonese.

Despite how much tip we paid, how could this kind of behaviour be allowed these days. How could a restaurant employee just grab the machine back and cancel a customer’s payment because they do not like the tip amount!!!!!?????

Because we had guests there, I did not want to “exploded ” with anger, when I asked the waiter he still says: impossible you cannot pay that much tips. I immediately talked him : you cannot do that, that is not the way you charge tips, I choose the tip amount, you cannot choose it for me.

Never going back to this restaurant again.

I hope the owner can do something about this type of behaviour. If this is the tip amount that I am willing to pay for the food and the service I got, this is what you get. Do not stand behind your customers asking for the tip you want or think...