Jino's Thai Cafe — Restaurant in Leeds

Well this is a difficult review to write!

After eating out many times over the past few years at Jino's we have had our first poor review, purely down to the new management style.

Lets be clear, the food is amazing quality, amazing taste and at a unique price point you will struggle to find elsewhere.

Sadly, last night we booked a table online - we got no response so hedged our bets and turned up a little after we had tried to book, again to clarify we didn't get a response to our online booking.

We were shown to a table, and we subsequently ordered lovely food, our waitress was second to none and very accommodating.

Not long after, a gentleman turned up for work and after we had finished our mains walked over, without any introduction or warning, and told us we had to leave.

Now we are seasoned restaurant go-ers, and understand that tables are for a limited amount of time, especially at a BYO, however there were several empty seats around us, we had not been offered a desert, or coffee, or forewarned that our table was needed and we needed to leave.

I will be honest, at this point, after being sat down whilst a tall man towered over us asking us to leave for no reason and with no warning, my other half did give a few choice words (my review for him is 1 star for his behaviour however its worth noting his reaction was to an ACTION that was not delivered well, not forewarned and was downright rude) and this makes no bearing on the issue at large.

So to sum it up, great food, great waitress, poorly managed management style with no care or though given to current paying guests. On a further note, as a manager you do not know what struggles your clients may have had that day, and a little empathy towards those that support your business goes a long way.

I can see, from researching Jino's reviews today, that we are not the only ones to suffer this same experience, and it is also clear from reading ‘management’ replies to reviews online that Jino’s has a very poor management style, refusing to accept that others may have a different opinion and experience, and telling those who had an unsatisfactory experience they are no longer welcome. Statistics are also quoted as to imply that those who have a differing experience are clearly lacking in judgement. Everyone who works in the food industry is aware that from time to time people may not enjoy the experience - their reviews are to be read and experience gained from, not a negative and judgemental reply.

As a Marketing Manager my advice would be that these things do need addressing, slagging off those who differ from you and telling them they are not welcome is a very poor response to those who may have had a poor experience at your restaurant - hopefully as time passes and the more of these reviews take place you may reflect upon them and use them to your advantage, bettering your management style as you do so.

To also clarify, I am aware this review will be met with negativity, a very defensive reply, quotes that this is a poor review, and I’m wrong, and we were rude (after the event we were, see above) and it's a new account, and my opinion is not valid as others disagree, and they will try to get it deleted from trip advisor but lets be clear - this is a great restaurant, lovely food, however please please pay attention to your customers, warn them in advance if they are expected to leave - no-one wants to be surprised in anything especially when they are paying for a service. We were asked to leave, without warning, without finishing our meal and our experience and review is as valid as those who did not experience this and left a...

After having several good meals at Jino’s we decided to order a ‘for collection’ take out for my mother in-laws birthday on 4th March. Unfortunately, the standard of the food and the mistakes made with the order were enough to warrant a complaint.

I called the restaurant the next day to let them know the problems with the order.

4 x of the dishes were incorrect; 3 Tom Kha soup instead of Tom Yam and 2 of these were prepared with mixed seafood rather than prawns. Also, we ordered 2 green curries with chicken but only received 1. The overall quality of all of the food was extremely disappointing and lacking in flavour. The total order cost £80.75.

Often mistakes happen in restaurants and quality can also be an issue on a particularly busy service, however HOW this is dealt with and rectified is the most important factor and makes the difference for customers who will return and those who wouldn’t come near the restaurant again if they were starving.

The next day I called and spoke to the owner Mark. This is where I felt extremely let down and disappointed. I felt that now the owner had our money he didn’t care in the slightest.

First of all on the phone he was abrupt, and rude, when I explained the soups were made with mixed seafood and not prawns his response was ‘well you still had prawns in them didn’t you?’ I responded explaining that yes we did but it wasn’t what we ordered and that there were mistakes in other dishes also. To this he replied that he had a busy restaurant to run and didn’t have time to talk to me and to put my complaint on am email. A big NO when you are in hospitality. He said I should’ve called the same night of the order rather than the day after – I explained that that wasn’t appropriate as it was a birthday dinner.

He asked me ‘what I wanted’ and then offered a discount the next time I came into the restaurant – I explained that this wasn’t an option as having experienced his attitude on the phone I wouldn’t be paying any more money to him. I felt a 50% refund of the meal was the most appropriate solution – although I was prepared to negotiate on this, he refused and said he had to get back to his customers as he had a busy restaurant.

At this point I told him I would post my experience on-line and ended the call as I was so upset and shocked by his poor attitude. After I had chance to calm down, I called Mark once more and gave him another opportunity to put the situation right. He accused me of ‘threatening’ him with a bad review and said ‘obviously you’re quite used to doing this’. Absolutely diabolical and perhaps more a reflection of his own moral compass.

I have the ‘receipt’, a torn piece of paper which provide no real information other than a list of menu numbers which confirms the mistakes made outlined above.

Never have I felt more like an establishment has robbed me. What was supposed to be a celebratory family dinner was ruined by poor quality, but more upsetting was an owner who takes no pride in his brand or places no importance on customer care.

I was labelled a blackmailer for simply standing up to the owner and refusing to accept a poor-quality meal and many mistakes with the order.

I will not be giving Jino’s my money again and want to make sure that as well as my network of family and friends, that as many people as possible know about my poor experience. For restaurants who offer excellent standards with food and service go to Sukhothai across the road or into Leeds City Centre where there is Zaap and Thai a Roy Dee, both...

Horrible customer service. My meal had some long hair in it, didn't even apologized, just changed it, however as I was already disgusted I couldn't even finish it. They never checked on us. My friend complained about her food being dry and tasteless and they wouldn't accept it just because it wasn't said straight away. They just gave us a very rude and embarrassing attitude. Absolutely shocking. I couldn't believe it, I guess find hairs in their meals it's just normal. Neither of the 2 of us finished our meals, and we were cornered and asked to pay for the full bill, the least I'd expect is a reduction on the bill but as I said it seems that it was just normal for them, I'm glad I didn't got double charged for the replacement meal. Do not come here unless you fancy some dirty food and rude customer service.

EDIT: Unfortunately, I need to CLARIFY that this was my FIRST VISIT to this place (and definitely last) as it was recommended by my group of friends who have visited this restaurant before. So please before making such statements make sure you're accurate.

Hair in food is absolutely unacceptable, changing my food was the least you could do and the only thing you did. My plate also was paid straight away. So, again, could you please(!!!) first verify the facts. My main issue with this restaurant is the way you've approached the situation which was really unprofessional. Once my food was changed, I didn't complain any further, is not that you were interested as no apologies or compensation for the mistake was received, so it just wasn't worth it, and once seeing the attitude towards my friend who wasn't happy with her food it was definitely not worth spending there another minute.

So welcome for our money I hope you can invest that for some good customer service lessons.

Reading other reviews I'm not the first customer getting served hairy food and having a rude experiences so that just...