Samsen (Sheung Wan) — Restaurant in Hong Kong Island

Finally, I think you need to rethink your customer service strategy. I see that you have, in many ways, been very passive aggressive towards your unhappy customers, to the point that it seemed totally unprofessional. Unless you would like to presume any unhappy, angry customers to be uncivilised, unreasonable barbarians looking for trouble, you should always listen and try to understand their point of view (basic lesson one of customer service). When my friends explained to you what they saw - your staff failing to catch a customer who lied and cut the line - you should have tried looking into it and acknowledged how frustrating it must have been for them - rather than lying to their face and pretending that it did not happen at all. Treated with such disrespect from your staff, their complaint ignored and dismissed, naturally they went online to get their opinions heard. While you could have easily and simply acknowledged the fact that it had been a very upsetting experience for them and apologised - instead you had to make sure to add aggression to your so-called apology. Instead of taking responsibility for any mistake or negligence on your part, you felt the need to put the blame on my friends. “Your bad experience is on you” - does it really sound like professional customer service to you? If not, then you clearly had no intention to resolve the incident with my friends. If yes, then you were delusional if you thought that would by any means be an acceptable apology.

All I can say to warn the other potential customers is that: take a look at their reply to my friends’ negative reviews, and you can get a first taste of what their customer service would be...

We go to the Sheung Wan branch at dinner just for the roti - the best in HK, whether plain by itself, with the curries or khao soi, or the dessert versions with bananas & Nutella. I go to the Sheung Wan branch as it's bigger than Wanchai so the queues move faster, even though it's a tough choice as they don't have the boat noodles in Sheung Wan. That crab fried rice is a regular craving every week and a staple; I like to add the pickled chili white vinegar (from the 4 condiments in the little glass jars in the plastic tray - ask for it, not sure what that's called) to it plus extra fresh lime juice. Also, morning glory (Thai watercress) less spicy for me, always. My friends always go for the khao soi at the Sheung Wan branch.

The fresh Thai watermelon slushies are ridiculously good esp in the summer heat - we start every meal with a round of those, right away - and go so well with the food (my friends and I are usually torn between that or the mango/passionfruit, or pineapple/ginger, or the fresh coconuts). There is the option to add a shot of vodka/rum etc to the fresh fruit slushies or the fresh coconut to make it into the best cocktail there is.

If I am in the mood to eat at home or in the office instead, the takeaway and catering are fantastic; the food travels well, keeps/holds well, and I love the leftovers for the next day if there's any left. We had a big tray of the crab fried rice and papaya salad on a boat trip via catering one time, which was such a crowd-pleaser...

Thanks Mr D for taking me to 𝑺𝒂𝒎𝒔𝒆𝒏, which has become one of the most popular Thai spots in the city owing to its flavorful and authentic Thai food. Unlike its first branch in Wanchai, this branch in Sheung Wan specialises in 𝑲𝒉𝒂𝒐 𝑺𝒐𝒊 and a range of Thai street food instead of Wagyu boat noodles. When I saw the queue down the road, I wanted to give up. It was Mr D’s disappointing face that made me stay lol. Table became available in less than 30 minutes, which was much faster than we expected:)

𝑲𝒉𝒂𝒐 𝑺𝒐𝒊 ($148) - most sought-after item in store. After taking our first bite, we instantly understood what the fuss is about. Paired luscious curried beef with a creamy coconut milk base, a load of spices and chewy fresh egg noodles, this dish was simply addictive, not to mention the crispy egg noodles and coriander on top made it even more delectable.

Loaded with plump tiger prawns, peanuts and bean sprouts, 𝑷𝒂𝒅 𝑻𝒉𝒂𝒊 ($138) was also satisfying. Marinated with spices and served with mouthwatering peanut satay dipping sauce, the 𝑪𝒉𝒊𝒄𝒌𝒆𝒏 𝑺𝒂𝒕𝒂𝒚 𝑺𝒌𝒆𝒘𝒆𝒓𝒔 ($98) were tender and nicely charred.

𝑰𝒄𝒆𝒅 𝑴𝒊𝒍𝒌 𝑻𝒆𝒂 ($48/1) was smooth in texture. Although it was overly sweet, we couldn’t help but slurp down it after a heavy meal lol. Heard that its dessert was remarkable but it was a great shame that we were too full to order.

While all dishes are pretty good, the clear standout is Khao Soi. Will definitely come back for it and visit the Wanchai store for boat noodles as well!...