Phở Lệ (Citygate Outlets) — Restaurant in Hong Kong

Disappointing Customer Service Experience at Phở Lệ City Gate

Hi,

I feel compelled to share my recent experience at Phở Lệ, where me and my partner have been a loyal customer for quite some time. Unfortunately, after my last visit, I’m seriously reconsidering coming back due to a significant lack of customer service skills from one of your staff members.

When we arrived, there was already another customer being assisted, so we waited patiently. However, as we queued up facing the front desk, the middle-aged lady abruptly tilted her head and asked, “Yes?” before it was even our turn. This was not only confusing but also incredibly unwelcoming. A simple greeting would have sufficed.

When we inquired about being seated, she told us to wait, despite us already having waited. When we clarified that we were indeed waiting, she had the audacity to look at my partner and ask, “Are you okay?”

Her asking, “Are you okay?” was not only rude but also completely inappropriate. It was condescending, as she was questioning our reactions rather than acknowledging her own lack of professionalism. This type of interaction is unacceptable in any customer service setting.

Additionally, when we decided to leave, she had the nerve to say “Thank you” to us, fully aware that her entitled attitude had contributed to the issue.

The lack of basic manners and customer service skills displayed during this interaction was shocking. Instead of feeling welcome, we left feeling disrespected and frustrated. It’s disappointing to see a restaurant with such potential tarnished by poor customer interactions.

This experience has left a bad taste in our mouths, and it’s a shame because we’ve always enjoyed dining here. I hope you take this feedback seriously to ensure that future customers don’t have to endure the same...

This restaurant is located on the 7th floor of City Gate Outlet Mall, and is also eligible for the HKD 100 voucher redemption.

The phos served here were surprisingly good. We ordered a chicken pho and beef pho, and the broths and meat for both phos were great. The chicken pho soup especially was really rich and tasty, which reminded me of what I had when I was in Vietnam.

The drinks were also good, the ginger barley was great. I'd never imagined ginger and barley drink going together, until I actually tasted it.

Service wise, it was average. The eatery seemed pretty short-staffed, but still gets the job done. Overall still a solid 4 for...

Decent Vietnamese restaurant found in Hong Kong’s Citygate Outlets. There was a line when we got here but it moves pretty quickly.

Staff are pretty efficient and there’s plenty of seating inside. We ordered a bowl of Pho each and a snack platter to sure. We found the meat in the pho was pretty tasty but the broth was too heavy and salty. The snack platter on the other hand was delicious.

We found the drinks too milky and wasn’t a good proportion to sweetness. Overall, an okay...