Dui's Restaurant of Fine Thai Cuisine — Restaurant in Bay of Plenty

My family have been regular customers at the other Thai restaurants in the area, Thai 2 go and easy go Thai. Both those restaurants offer vegetarian and vegan options for most dishes (no meat).

Phad thai is one of the most common Thai dishes ordered. With this in mind I thought a vegan phad Thai would be a simple order.

I ordered one chicken phad Thai and one vegan phad Thai. The male on the phone asked “no meat” and I said “yes, one no meat vegan phad Thai and one chicken phad Thai” I called a second time to ask for the vegan phad Thai to be medium. The second time I called a lady spoke to me and confirmed again “no meat?” And I said “yes, one chicken and one vegan medium no meat”.

I paid and picked up the order. When I got home I served the meals to our family and found that the vegan phad Thai had chicken in it.

I called Duis and explained that this was the situation. They were confused and confirmed that by vegan I meant no meat. I confirmed that vegan means no meat. The lady asked for me to bring the meal that is wrong with me when I picked up the right order.

When I went back to pick it up, she forced me to leave the meal that is wrong and take the meal that is right.

There was no apology from any staff member.

I explained that I felt as though it was fair that I had both meals due to me thinking that confirming vegan means no meat twice over the phone would be enough to make the meal have no meat in it.

The lady was very rude and caused me to cry in the restaurant due to her refusing to give me the replacement meal without me swapping it for the wrong meal.

The least they could have done to make up for their mistake would be to just happily make the right meal and leave it at that.

I rate their customer service very poorly due to receiving no apology.

The food is ok compared to the other Thai restaurants...

I booked the table more than a week ago but on the day we were running a little late, so I called the restaurant to check if but was ok for us to come later. The man said yes and told us that it was ok. So we arrived at the restaurant and they said they couldn't find our booking. I told them I called but the man kept saying he couldn't find our booking and the restaurant is full. After about 10 mins, the restaurant manager said we can sit outside if we want but indoor seating is all full.

We finally sat outside and ordered our food. The restaurant bis totally under staff. There was only one person at the bar, one waitress and the manager. While they call themselves a fine dining restaurant, their service was way below expectations. We had to ask the waitress for everything a couple of times, water, cutlery, side plates, napkins which I would expect as a given from a fine dining restaurant.

The food was ok but we waited for a very long for the food. Sitting outside just made it worst as the food turned cold so quickly.

Not a restaurant I would go back to for the second time for sure! I'd say only go if you're super patient and prepared to ask the staff many times before you get...

Very disappointed with the food and the service. There were only 4 vegetarian options on the menu and no other dishes could be accommodated. Waitress did not ask for drinks, did not write down our order and ended up forgetting parts of our meal. When asked for our missing items she said the kitchen was now closed so was not able to bring it to the table. This was disappointing as one of our guests was not able to have her meal without what was forgotten due to dietary restrictions.

Then we were asked why we arrived so late (we didn’t have a booking just walked in) as they wanted to close up and she had mentioned multiple times she had, had a long day. Not really our problem - your restaurant is open until 9:30pm

Then had the audacity to charge us for takeaway containers even after forgetting our meal and no substitute to make up for it.

Overall a terrible experience we left hungry and disappointed to say the least, especially after our long drive travelling...