Shan restaurant and bakehouse — Restaurant in Kerala

My family and I have been regular customers of this place for a decade or so. The food and the staff (for the most part) are good, but sadly it only takes 1 bad experience to lose a customer. A few days ago I had placed an order for delivery ( I had confirmed the availability of the items multiple times before placing the order). When the order arrived I found out that one item (Rs75) was replaced by a more expensive item (Rs270). When I called the restaurant the person on the phone spoke in an unprofessional manner and was completely unapologetic. I had only wanted an explanation for this mix-up but after speaking to this person I was incredibly taken aback by this behavior and wanted a refund. They did give me a refund in the end but not before making a condescending remark in the end saying something along the lines "Please don't do such type of things again". To summarize , this person gave me a more expensive and incorrect item in my order which I did not ask for and is blaming me for this whole mix-up. This experience was a very sour one but I thought maybe this wouldn't happen again so I decided to take a chance and try to order again. When I called them up it was the same person on the phone , he said that there was no-one to make deliveries, so I asked if he could send the order via an autorickshaw (there's an auto stand right next to the restaurant and my address is fairly easy to locate). The person on the phone again behaves unprofessionally and says "If you can order properly this time then place the order". This was a jab at the previous mix up they caused. Two encounters with this person was enough to turn me away from ordering here again. Which is a shame because the other staff are very friendly and as I mentioned before the food is good. Hopefully the management takes note of this and not respond to customers this way especially when the mistake wasn't from the...

We recently visited this restaurant and initially went to the top floor to order our food. Because of the heat, we decided to move downstairs (above the bakery area). From that moment, we noticed a very poor attitude from the service staff.

We asked for plates but didn’t receive any, so we had to take them ourselves. The same thing happened when we requested spoons and tissues — we had to go to the service area to get them. It felt like the staff were ignoring us, possibly because we changed our seating location.

Good food and ambiance can’t make up for poor service. I hope the management takes this feedback seriously and improves the attitude and responsiveness...

We ordered porotta and beef fry from your place yesterday, and unfortunately, the experience was disappointing. The quality of the food—especially the beef fry—was far below expectations. To be honest, it didn’t taste good at all. On top of that, the pricing felt quite high considering the quality provided.

When customers are paying for food, we expect a certain standard. Please ensure better quality in the future—it really matters for customer...