Dumpling — Restaurant in London

I am writing to express my disappointment with the service at Shu Xiang Ge Hot Pot during my visit on 1st July. The experience was far below our expectations, primarily due to the poor service provided by the staff. Firstly, the waiters seemed completely inattentive. We had to request additional water for our hot pot, as they did not bother to check on it. When we finished our food, instead of asking if we wanted to order more, they simply took away the dishes. Additionally, the music was so loud that I could not have a proper conversation with my friend. I had to ask them to lower the volume. One particular waiter, who had a tattoo, was especially problematic. He was unfriendly, rushed, and spent more time on his mobile phone than attending to customers. There was no greeting when we arrived or when we left. We also witnessed another incident where two customers were treated poorly. They requested to sit near the window but were directed to the back. When they chose a seat on the right-hand wall, they were told that area was closed and were asked to sit in the middle row. Unsatisfied, they eventually left the restaurant. I am concerned about how such staff can be employed. They appear uninterested in customer service and more focused on their own convenience. If this continues, I fear the restaurant will lose more customers and potentially face closure. I do not recommend this restaurant to anyone. It is a place without respect, manners, or service. I will certainly not...

We came here for a friend’s birthday, planned by him. We some nice hotpot, however the service was not great, adding to that that we could not pay by card.

The hot pot broths were good, and the range of options to cook in it was very large, everyone could have some of their preferred dishes. This was particularly good since one of the members of the party was gluten intolerant. Nonetheless some of the food we order was frozen solid when delivered to our table. It is fine since we are cooking it ourselves, but shows that much of the food is not fresh, and they did not even bother to take it out of the freezer much time before.

The service was not great, the waiters did not go around our table at all. This may be since we had the all you can eat and they may have been avoiding us, making us stand up to order more food. Additionally the time for the all you can eat is only an hour. The worst part of the experience was that we were told there was a surcharge for paying with card, making us have to go and withdraw some cash to pay. In addition to this being annoying, it is illegal, and the owners should be aware of the situation.

All in all, the food was not bad, however, there are better hot pots in London. This, in addition with the card payment fiasco, makes this an experience not...

Shu Xiang Ge brings an authentic sichuan hot pot experience to London. There branches in Soho and Sheperd's Bush, with the latter offering BBQ with A5 Japanese Wagyu as well! 🤩

🐑 We had the full hot pot experience at the Sheperd's Bush branch and loved it. For us, it's all about the broth when it comes to hot pot and the broth here was superb. We went for a trilogy of soup bases: tomato, mushroom and bone. All were delicious and fully recommended - we were making our own ramens with the egg noodles and the broth towards the end. We shyed away from the spicy ones, but there are some super spicy options for those who like their spicy food! 🥵

😛 First impressions were that the interior decor looks great and clean. The waitress talked us through all the signature dishes and made recommendations. Food highlights for us included the broths; tender beef slices; lamb slices; mushrooms. We were truly stuffed towards the end and walked it off in Westfields next door

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