Dishoom Carnaby — Restaurant in London

Date Visited – 18th August 2024.

Rating: Excellent Customer Service, and Quality Food.

Atmosphere: The restaurant offers plenty of space and is nicely adorned with photos that reflect their journey. It features different sections to serve customers. There is outdoor seating, but it is mostly weather-dependent.

Location: The nearest tube station is Oxford Circus (The station is situated in London's West End in Fare Zone 1. It is served by three underground lines; the Victoria, Bakerloo, and Central lines.), and less than 10 minutes’ walk to Kingly street. The address is - 22 Kingly Street, London, W1B 5QP.

Customer Service: Every member of the restaurant staff is dedicated to providing exceptional customer service, right from the front entrance to Cashier and Server. Special mention to Aditi and Juraj, who delivered an exceptional customer service.

I have encountered several outstanding examples of this dedication, which I am eager to outline below.

1- Queue Management: When the restaurant reaches its full capacity, including those on the waiting list, a new queuing system will be implemented. Surprisingly, each customers seem more than willing to wait. What really impressed me, though, was the restaurant staff serving complimentary drinks and tea or coffee to those standing in line. Isn’t that wonderful?

2- Order Management: We placed an order for extra Puri, and it didn’t go unnoticed by the attentive staff (Aditi and Juraj – Table No: 50/1) who saw that we were still waiting. The service gentleman and lady came over to express their apologies, which was genuinely commendable. They immediately went to the kitchen to make sure our order was fulfilled quickly, and as a kind gesture, they didn’t charge us for the extra Puri. Their dedication to exceptional customer service over profit is truly admirable. It made us understand why so many people are willing to stand in line for an hour.

Food Quality: The food here is absolutely delightful. I tried sweet lassi and it was a standout compared to other places. We also indulged in Paneer Tikka and Chole Puri, both of which were scrumptious. And as a delightful surprise, they treated us to free Ice Cream Candy at the end. Wow, they really know how to keep the surprises coming.

Price: We paid £63 for three people, and I believe that's a fantastic price, especially given the Central London location and the food we ordered. I strongly recommend it for anyone wanting a good meal with great customer service.

Toilet: Both, men and women toilet are in the basement. Men’s toilet was clean with an adequate supply of tissue rolls.

Table Booking – We came in on a hectic Sunday evening. The front staff was very courteous and accommodating. They asked us to go to the Reception, take a buzzer, and wait for our turn. True to their word, we were called in 40 minutes.

(Content from Website) - Dishoom is mostly a walk-in café – simply come along and walk-in. However, if you'd like to make a reservation, groups of any size may book during the day. After 6pm, we accept bookings for groups of...

I've had two completely different experiences at this restaurant—one amazing, and one absolutely terrible.

The first time, my mom was craving a chai tea from here, remembering it as incredible. When we arrived, the restaurant smelled amazing, was busy but clean, and the staff was welcoming. The girl at the front desk was especially kind. We ordered the tea, and to our surprise, they gave it to us for free. It was a 10/10 experience! Honestly, the only reason I’m even giving 3 stars for the food is because of how good the drinks were.

Unfortunately, our most recent visit was the complete opposite.

When we arrived, a lovely Spanish lady greeted us and found us a table. Our waiter, an Italian man, was initially polite but quickly turned rude and immature.

We ordered two drinks—a beer and a Negroni—but were told we had to order food to sit at a table rather than the bar. So, we got some naan and chicken. While the chicken tasted decent, its texture and appearance were off. When I found an oddly chewy piece, I set the plate on the empty table next to us (it was around 9:30 PM, and that section of the restaurant was mostly empty). We also tried calling our waiter over, but he ignored us. When he finally came, he grabbed the plate upset, and asked to please never do that again (which we didn't do again).

After this, his attitude completely changed—he became cold and visibly irritated. I asked if something was wrong, he denied it but muttered something under his breath.

We carried on, trying to enjoy our evening. When it was time to pay, we handed over an AMEX card, only to be told they didn’t accept it. There were no signs or warnings about this anywhere. Between the two of us, we had three credit cards—all American Express—and no cash. The situation became incredibly uncomfortable, especially since our waiter had already been acting hostile. After some back and forth, he finally got the manager.

The manager was no help at all—she was condescending and dismissive. She told us they weren’t required to inform customers about not accepting AMEX and that it was our problem to figure out. I explained that we were more than willing to pay but only had AMEX cards. When I also brought up the waiter’s attitude, he suddenly jumped in, falsely claiming that he had repeatedly asked us not to place the plate on another table (which never happened).

Then things got even weirder. The manager suggested that we leave the restaurant and go to an ATM, accompanied by staff, to withdraw cash for the bill. This felt incredibly strange and unsafe.

Ultimately, after much back and forth, the manager just waived the check and told us to leave.

This experience was beyond disappointing. The hostility from the staff, lack of clear policies, and overall handling of the situation were unacceptable. While my first visit was great, my second was bad enough that I won’t...

Dishoom, a renowned name in the culinary scene, is indeed a bustling hub of activity, as evident from the challenge of securing a table, even for a simple lunch or dinner. Upon entering, the initial inconvenience of waiting at the bar was tactfully turned into an opportunity to indulge in a beverage, a subtle but effective business tactic. The drink, while satisfactory, didn't quite leave a lasting impression.

My visit was driven by the desire to sample Dishoom's celebrated breakfast offerings. Opting for the vegan Bombay, egg naan roll, bun maska, and house chai, I eagerly anticipated a flavorful experience. The ambiance, with its charming open veranda and distinctive decor, offered a pleasant setting, especially conducive for enjoying a warm masala chai on a chilly day. The presence of the guard beside the fire pit added a whimsical touch to the atmosphere.

However, the culinary journey fell short of expectations. The breakfast menu, tailored for those less familiar with Indian flavors, presented dishes with notably mild tastes and lacking in basic seasoning. The vegan Bombay, comprising vegan sausages, masala beans, tofu bhurji, and mushrooms, failed to deliver the authentic punch of Indian cuisine. The absence of spice necessitated an additional order of green chilies to inject some much-needed flavor.

Similarly, the sausages left much to be desired, lacking the distinctiveness that would set them apart. The inclusion of an oversized tomato piece seemed arbitrary and out of place, failing to enhance the overall dish. The bun maska, a traditional Mumbai delicacy, failed to capture the essence of its origin, falling short of expectations.

Disappointingly, the house chai failed to impress, lacking the depth and richness expected of a classic Indian tea. The lingering feeling of dissatisfaction persisted even with the naan roll, despite its commendable softness and freshness. The unexpected sweetness within the roll deviated from the anticipated savory profile, further dampening the overall experience.

In conclusion, my visit to Dishoom left me with mixed feelings. While the ambiance exuded charm and warmth, the culinary offerings failed to match the hype surrounding the establishment. The breakfast menu, in particular, fell short of delivering the authentic Indian experience, leaving much to be desired in terms of flavor and execution. While I wouldn't dissuade others from visiting, I would advise opting for lunch or dinner over breakfast, in the hopes of a more satisfying culinary experience. Perhaps with focused attention on refining their breakfast offerings, Dishoom can reclaim its former glory and restore its authenticity amidst the sea of tourist-centric...