Lotus House — Restaurant in Great Britain

Sadly, what used to be my favourite Chinese restaurant in Llanelli has gone severely downhill. The quality of the food is nowhere near what it used to be, and the service has become a real issue.

The lady at reception, who I believe is new in the last year, is incredibly rude and seems to have no customer service skills whatsoever. I recently placed an order and made a special request for a dish, explaining that the request was due to a food allergy. After a lengthy back-and-forth on the phone, she finally understood the severity of the allergy and assured me everything would be fine.

However, when I got home, I realised that none of my requests had been followed, and the food was completely unsuitable and inedible due to the allergy. When I called back to explain, I was met with an aggressive tone. I wasn’t asking for a refund—just a replacement dish that was safe to eat. Instead of addressing the issue, she abruptly hung up on me.

This isn’t the first issue I’ve experienced since she started working there, and it’s disappointing that her attitude has resulted in such a negative experience. I really hope they address these problems, as it’s such a shame to see a once-great restaurant lose its...

The food here is pretty good most of the time, however tonight I ordered the chicken in lemon sauce as usual but the majority of the chicken was so tough it was inedible. We placed an order at 6:30pm and were told it was a 20 minute wait - 50 minutes later we received our food. They don’t start cooking it until you have paid so would recommend going down asap or even placing order in store. Watched a guy place 2 big orders in store and walked out 10 minutes later with his bags - despite placing his order 20 minutes after our telephone order. This is a frequent occurrence, so be prepared to wait double or near triple the time you were quoted unless you go down...

Have been going to the Lotus House for last 40+ years. My favourite is and always has been the English style chicken and chips. How they make the soya gravy is a well kept secret but worth every penny!

Update (July 2020) Just spent the last hour and a half waiting outside (social distancing) for my meal. Never again. This is just plain ridiculous, by any standards! I know they are busy, but my patience ran out when peole who had placed their order after me were getting their meals before me. I was even forced to ask if they had forgotten about me! I'm sure they had! Anyway I am very disappointed and will not...