Hai Lua cafe — Restaurant in London

I recently ordered from Hai Lua Twickenham through Uber Eats, and my experience was nothing short of a disaster. When my order arrived, the pho broth had spilled everywhere, turning what should have been a delightful meal into a soggy mess. Attempts to contact the Uber driver went unanswered, but thankfully, Uber provided a refund.

The real highlight of this experience, however, was my call to the restaurant. I hoped for some sort of solution or at least an apology. Instead, I was met with hostility. The owner was incredibly rude, dismissive, and even shouted at me over the phone. He constantly interrupted me, offered no solution or replacement, and amusingly enough, blamed my luck for the mishap. Clearly, I had no idea that ordering food could be such a gamble.

Adding insult to injury, the food itself was unhygienic. In its unfortunate state, it was evident that basic cleanliness and food safety standards were not met. This is quite concerning, considering I expected a reputable establishment to at least get the basics right.

These issues, combined with the poor condition of the food and the appalling customer service, greatly detracted from what should have been an enjoyable meal. Hai Lua Twickenham needs to seriously improve their customer service, food handling practices, and overall professionalism.

Overall, this was a thoroughly disappointing experience. I won’t be ordering from here again, and I would advise others to think twice...

The establishment seem to be own and run by a Vietnamese family, but unfortunately it does not sell vietnamese food. It’s advertised as serving Vietnamese food, but it’s not; has nothing to do with it. It’s a shame when ethnic restaurant lose the respect for their own cultural heritage and maybe because the lack of passion, because I refuse that money is the object why they would not put at least mint and coriander (I do understand that Thai basil and perila leaves are harder to source) in their baguettes and summer rolls especially when they have an Asian grocery store just across the road...the skip the very ingredient what actually makes the dish vietnamese... ;the pickles had only carrots, no white radish; also no fresh chillies...; the quality of the bread lacked as well. Also the owner was very dismissive when I asked why there were no fresh herbs in the summer rolls; I specifically asked before leaving that I hope that there are herbs in the baguettes (which I had take away) and he said “Yes, it’s all in there” So if you want vietnamese food, do yourself a favour and skip this place; if you just want a quick bite to eat that’s fine, however with £10 I’d rather get some grilled chicken from a kebab shop than get a mediocre piece of bread stuffed with some bland lettuce and cucumber and minimal amount of meat...; not good value for money I’m was really disappointed; by far, one of the least authentic Vietnamese food I’d...

Me and my family are not form the area we came from my daughters competition found only a sushi place but as we drove past saw VIETNAMESE Street Food so quickly scraped the sushi and went there instead beat decision. I didn’t get no photos was too busy Indulging in the food.. -The 11 Year Old kid who served us honestly what a credit to the team, my daughter is 12 and I told her she better up her service skills I was so shocked when he stated he’s age as you don’t even get the great service like that from grown adults. Big him up honestly if all our kids were like him this world would be a better place. Keep it up young lad your service is a skill alone :) All the staff were really lovely what a dream team..

-They had a photo album with details on it with pictures so that was very good and handy when your unsure of what to buy :)

-Highlyyy Recommend the SALT & Peppered PRAWNS 😍🙌🤌

-Don’t Leave Without The ‘Che’ Desert, it’s not on their menu so ask for it, you might see it in fridge but that made me feel like I was back home it’s so rare to find so that made my day :)

-Will Definitely be back Everytime my daughter has a comp near that area :)

Thank you so much for having us and giving such service. We...