Duck & Noodle — Restaurant in London

Reply to owner/management The cross-contamination occurred when the staff wearing yellow gloves went from the washing sink to place some items in it, then touched the plate with his thumb touching the sauce surrounding steamed sea bass. Then brought the dish out of the kitchen. Placed it onto the counter where the other roasted meats were hanged at. Then someone else without gloves bringing it back to the kitchen. Then another staff bringing that same dish out of the kitchen. A kitchen requires a preparation station/washing station/ a serving station to be separated. The staff wearing the yellow gloves touching the washing sink and then touching the plate and dish IS cross contamination. Once the dish has left the kitchen, it shouldn’t be returned back and then brought out again.

Initially, my brother left an honest (and continued) review to be as accurate. Check his first review/comment: he said it was not an authentic chinese restaurant/ experience. He has the right as someone who dined there to leave a review of their experience. All 4 of us had an unpleasant experience, but my brother decided to be more vocal and for the first time left a review because of how upset he was - as he was the one who was eager to dine here out of all of us. And he did not leave a racist comment. He merely commented on the ethnicity to prove that he was present as you insinuated that he did not exist in your reply. He (and myself) is half asian himself so please do not twist the chain of events.

Yes, dissatisfaction of the food can be improved once you accept the lower starred reviews. That is the whole point. How did I take it to the next level to tarnish your business? You claimed my brother’s review is biased and lame - and again, insinuated he did not exist. Is this the best way to handle negative but honest reviews from your customers? Surely you can do better.

Are you implying that it’s “safe enough” and we are merely making a fuss? No. I stopped eating completely once I saw the cross contamination. However, out of pure courtesy and politeness the rest of my family decided to continue to eat as it is food at the end of the day, and there are people who do not have food to eat. So, just because they have that level of good character, they are unreasonable to choose to stay and eat?

Sure, to be a successful business owner one should consider all types of reviews; good and bad. Good to encourage the business and the bad ones, to learn reflect and improve. However, calling all the negative reviews as biased (my brother’s comment was not the only one that you replied in this manner) is distasteful. To continue bullying and attacking my brother as non-existent shows others how you handle your business. Do better.

Staff were extremely unprofessional and did not follow hygienic measures; cross contamination between staff and location was dangerous and appalling. Waitress had no idea what was on the menu but tried her best.

Dined here during my postgraduate graduation ceremony visit in London (dated 12Jan2024 at 12.45 -1.50pm). Food was not cooked properly (steamed ginger and soy fish had no ginger, ginger and spring onion beef had ginger but was 80% onion and bland like plain corn starch), unhygienic staff and fish was not fresh.

The owner/management will claim the review is “biased or fake” if they disagree with it, or unless you give a positive review.

I wanted to ignore and not entertain by leaving a review but them leaving rude remarks for my brother who dined with myself and my parents that left an honest and as accurate review to warn others - was not acceptable.

This used to be a place we enjoyed dining at years ago but I suppose it may have been a different owner/management. It used to be a great place to dine with delicious food. Now, we’ve got unprofessional staff and service that give condescending remarks to reviewers who rate them 1 star (see review below me where they claim that the “hairy chicken was due to the ginger”). Really? Where was my ginger in my steamed ginger and...

Replying to owner again #3 “…Health Hygiene Level 3/5…” - Westminster City Council.

Yes, I only reviewed once because not in my life, have I ever been to such a filthy restaurant who makes their dishwasher staff touch cooked food. Not have I ever seen such arrogant and unprofessional service from the management. You are scared of my review? One review is scaring you. Since you decided not to act accordingly. I have clear evidence and pictures of your disgusting health and safety standards. That being said, the appropriate authorities have been informed. Do you wish me to post the pictures? Do you wish me to post the replies from the relevant authorities?

Replying to owner again It’s not racism, I myself am Asian and hence why I chose to eat at what I thought would be authentic Asian restaurant, shame it was just a day-light robbery establishment. Once again, I shall NOT and DO NOT wish anyone to risk eating at this establishment. Did I say I was dissatisfied? I said I’m disgusted and appalled by your food hygiene standards. There’s no curtain to hide; everyone can see my account here, it is not “Anonymous”. Your business? You call this a business? Dear audience, please do see the current reviews by other people; it is not just me saying this establishment's service and food is atrocious. I repeat again, it is not about the money/refund, it is the fact:

1. You gave false advertisement of the food on the menu.
2. Your management was just unprofessional and rude.
3. Most importantly, food hygiene and safety was DISGUSTING AND APPALLING.

Replying to the owner Just to reply to the message “by owner”: You or your manager is Indian and even admitted to his mistake and removed the service charge on our bill. Your waitress is Indian/Nepali? She didn’t even know the menu or what we were referring to in the menu.

The cook who does the noodles is a chubby guy, and your dishwasher boy with the yellow gloves, is tall and skinny.

I don’t need your cheap “full refund”. I’ll let you run a business with embarrassment and shame. Very unprofessional reply too. What a shame your customers must publicly call you out before you want to apologize? We told your waitress the food, service and hygiene was not good. The manager/owner didn’t even come to apologize. You sent your waiter to tell us service charge is removed?

Hopefully someone from City of London, The City Commercial Environmental Health Team would come and visit you unannounced.

*please see attached how they used cardboard boxes covered in oil from the kitchen till the bar/drinks counters *

Initial message:

I do NOT recommend this place. NOT a Chinese restaurant. Staff doesn’t know anything Asian/Chinese. Staff doesn’t know what’s going on in the kitchen. Food is NOT what is pictured/advertised. Food is NOT what is described. Not worth your time what more your money. Kitchen & food hygiene is disgusting and appalling. (Dishwasher boy with yellow kitchen cloves carries and touches the food....

I went to this restaurant last night Saturday 10th July, got shouted at by the loud mouthed over dramatic manager. We had been waiting at the table for 15mins i went to use the toilet and came back up stairs. He raised his voice amd said we take last orders at 9.30pm why were you not here. I said I was i was waiting for someone to take my order as a staff member had just take an order from the table behind me. He pointed to my husband and said he was here you were not, i actually walked through the doors at 9.17 and knew what we wanted to order and no-one to take our order. Wow just wow. Already i was feeling we should leave because of his attitude and temperament. We ordered our food and my husband looked at his watch after, it was only just now reaching 9.30pm. We got our food cold my quiet husbands food was brought out first then mine. My food was freezing, no warmth in it, i could not understand why the food was so cold, so i asked for it to be warmed again it came back cold again, like it had never been warmed up. I could not eat it and was so hungry. We went to pay and i mentioned that both our foods were cold the manager started again, melodramatic and shouting saying my husbands food was not cold but yours was cold. I told him it was cold but my quiet husband eventually admitted that his food was cold too. The manager was now irate and angry he didn't charge for one meal but he certainly charged for the other. Throughout all of this i reminded him we have been going to this restaurant since before it changed name to Duck and Noodle, where staff were pretty much attentive and nice, but with his behaviour i will not be coming back. You have now lost a customer and i am sure you will lose many more. My food was mediocre and very salty. Bare in mind your now one star review if I could put no stars I would.

To the owner of this restaurant please can you contact me, I ring and ask to speak to the owner the manager puts the phone down on me. He is rude and tells me I can't speak to the owner and I must tell him what the problem is. The problem is...