Thai Rack — Restaurant in England

My family and I were regulars of this establishment for the past year and a half, until today, when the owner had what I could possibly only described as a complete meltdown in front of the entire restaurant. All the staff and the owners are well aware that we require our food to be mild, a request that they have always satisfied.

Unfortunately, during our last visit the food arrived spicy. When we told the owner, he was apologetic and stated that they had a new chef and we were completely understanding of this.

On our visit today, we ordered all the food mild again, and regrettably, one of the dishes arrived spicy.

However, this time when we informed the owner that one of the dishes was spicy, he threw his toys out of the pram, and told us; “this place isn’t for you, you should go” before removing ALL the food off the table. Even the dishes that we had NOT complained about and other members of the family were still eating were removed from the table. He continued to loudly and agitatedly rant about how the dish could not be made any milder than it already was, how his kitchen was giving him “grief”, and that we should leave the restaurant, without any consideration to the fact that we have been regular customers of his for the past year and a half.

Myself and my entire family were stunned by such behaviour, especially considering that we were regular customers. We were clearly not alone in our shock at the way we had been spoken to and treated, as other diners began to record the owner’s completely unjustified and unprompted meltdown/tantrum on their phones.

Never have I, or any of my family have ever been subjected to such appalling hospitality. Being told to leave the establishment for the “crime” of asking for mild food (a request which the restaurant had been catering to for the past year and a half with no problem whatsoever) was both stupefying and humiliating in equal measure. It is perhaps exacerbated by the fact that a few months ago, when one of the dishes was served with hair in the food, unlike the owners, we didn’t cause a public scene or throw a tantrum, despite this being a rather serious issue of hygiene - we accepted that it was a one-off mistake, moved on with no complaint or further issue, and continued our loyalty & custom to Thai Rack.

I can only conclude that this is an establishment run on emotions by immature and impulsive owners who throw a tantrum when things don’t go as planned. This is not the way to conduct a professional business, and is especially unbecoming of individuals in the hospitality sector. I feel concern on behalf of the young staff who have to work under an owner who is seemingly prone to such wild and embarrassing mood swings.

If you’re looking for a night of cheap live entertainment a la Gordon Ramsay’s Kitchen Nightmares, where the owners throw tantrums, then look no further, as this is the place for you.

If, on the other hand, you’re looking to enjoy a quiet peaceful & enjoyable meal with your family, (without hair in your food, by the way) then this is definitely NOT the place for you to visit.

If this is how regular customers are treated, I can’t begin to imagine how they’d treat you as a new...

We have been dining at this place for couple of years. We know the owner Richard and Yuphin and have never had an issue as we would always request the food to be mild. If you are running a restaurant then a customer can request either spicy or mild food, and if you can't meet this simple request, you should not be running a restaurant but continue to work for the airline business that you understand better. As a family, we were dinning and were polite and told the staff that one of the dish was really spicy and the not the usual. I asked of the owner Richard, as he always pulls up a chair and talks to us, as we are always polite and courteous customers. Sadly the owner turned in to Jekyll and Hyde, as Richard completely turned against us, like a horror movie, & started to remove all the dishes and plates from the table and told us leave the place. my wife was stilling eating. This gentleman is simply not fit to deal with customers as he has no class, etiquette, and does not knows the meaning of hospitality, as his background is not restaurants and i suggest he attends anger class’s. A complete unprofessional cowboy who really does not know how to communicate with customers. If he was working for Gordon Ramsay he would have been fired on the spot for gross misconduct towards a customer whose only fault was to ask for the food to be mild something he has always done in the past, so why was today an exception. Sad fact is that his wife was giving him a hard time, so he thought here is a nice polite family dinning, that he can offload his anger, as he couldn’t tell his wife, as she would not tolerate such awful attitude, so we were given hell by him this evening. Let me remind the restaurant that you can keep your place, as we can go to much better places then the dump you run in Gerrard’s cross that is mostly empty, as we are not charity case that you behave in this pathetic and disrespectful way. I would suggest you learn to control you anger first or stick to repairing plane. If Thai Rack was the last place on the earth we would rather starve then eat the rubbish you serve with your pathetic attitude! You can refuse as management reserves the right, but once you have booked a customer for an evening dinning you need to behave with professionalism, grace & politeness as this is a restaurant you running not a kindergarten. If you can’t take the pressure then I strongly suggest you close this...

I have always enjoyed the food here, however on this occasion I am horrified and appalled at not only what was served to me but also the customer service. I had concerns about the meat within the prawn toast, which is usually a white colour, however on this occasion as I felt the meat tasted different I looked inside to find the prawn filling to be grey. I called up the restaurant to express my concerns as I was understandably worried about what I had consumed, to be told I was incorrect about the grey colour without the restaurant having even picked up the food for examination yet. Once the driver picked up the prawn toast I proceeded to call the restaurant to ask if they knew what the grey meat was, at this point I was told it was chicken, to which I was immediately distressed as I am a pescatarian and the menu description denotes prawn as the sole ingredient. Once I informed her of this she then laughed and replied ‘oh no there is no chicken don’t worry’. I continued to ask what it was, with no response provided other than ‘that is how prawn toast is’, which I will categorically disagree with, having had prawn toast many times in my life. She hysterically laughed at me and as continued to express concern she hung up on me. I am disgusted at how anyone can be so belittling and rude, especially someone who is in the hospitality field and to such a long term customer. There was absolutely no concern as to what the strange meat was or my well-being as a customer. I cannot believe I was laughed at hysterically for voicing what would be a normal concern to anyone if they saw grey coloured meat was in the prawn toast! Not only do they need to look into their food safety but they should definitely consider retraining their staff and teaching them manners and...