Heen's Restaurant Sutton — Restaurant in London

My family and I have been regular customers of Heen’s for a few years now. Sadly, the management have never cared to take the time to remember customer names or have any warmth or friendliness, despite me speaking to the same woman over the phone many times, there’s never any recognition. Such simple things like saying “hello again”, really do go a long way. They can see your number and address on their phone system.

Nevertheless, we still used Heen’s at least once a fortnight for the last 4 years, and never had an issue. Until last week, one of meals had a staple in it! I couldn’t believe it. It was a used staple. I telephoned the restaurant to complain, we had never experienced this before and we were shocked, someone could have choked on it. The same lady that I’ve spoken to for years, tried to claim that the staple fell into the bag when they stapled the receipt to the plastic bag. I queried how the staple could fall into the closed tin foil box but they had no answer. They offered me a refund on my next order but I preferred to have it on this order. They kindly refunded me the meal and brought a fresh meal to the house.

A week later, we tried to order another take away but found that we have been “blacklisted” by the management. We can’t order food or have food delivered. Completely non sensical. They are prepared to lose a good customer because they made a complaint? Are we not allowed to exercise our right to complain about food/service? Clearly Heen’s think not. We could have course used a different phone number and collected the order but we voted with our feet and will not be using Heen’s again. I would recommend others to do the same and I would also recommend that they employ staff with some warmth, compassion and...

Had two great delivery orders with Heen's previously but then tonight's meal was so bad that "disappointed" doesn't cover it. Ordered exactly the same dishes 3 weeks ago because it was so delicious (hence ordering again) but it was almost as if they had given me the dregs of last night's leftovers reheated in the microwave. Dishes were; quarter duck, ma pa tofu, crispy beef, crispy seafood noodles, special fried rice. Firstly they gave the wrong noodles and gave me the house noodles which is £1 cheaper. The noodles were soggy, broken and over boiled. The duck was tough and dry, almost inedible. The ma pa tofu was the best out of the bunch- but very bland and the tofu wasn't blended into the rest of the sauce- almost like they'd just added fresh tofu to old sauce? The crispy beef was awful. Really soggy, almost watered down sauce and no flavour. Sad to say that was £40 wasted. Barely touched the food as just couldn't stomach eating the rest. Funnily enough, the portions of the noodles and crispy beef were almost half of what I received last time- making me really wonder whether they have just given me leftover from previous days with new garnish? Haven't been this disappointed from a takeaway in a long time. I guess it's because was really looking forward to it with high expectations! Not sure would order from them again as now the quality is so inconsistent that don't want to risk it. £40 for inedible dinner is quite a splurge. I even rang them to ask if the chef had changed since 3 weeks ago! (Apparently not) Not sure how they could send out such appalling food using the same chef. Perhaps need to improve on...

We came in daily early however we were greeted by a waiter who almost found it a bother that we arrived approx 520pm.

We had advised the waiter that our entire order was vegetarian. We ordered the hot and sour soup and when it arrived it came with prawns. When we sent it back the gentleman waiter and the lady waitress started to confront us saying we asked for the 'normal' hour and sour soup even though every item on our order was vegetarian!

In addition other tables that arrived after us were clearly looked after basic things like soya sauce salt pepper etc were given to them before they even placed their order. We didn't get that at the very minimum! Anything we asked for was almost like a chore for these two individuals.

When it came to paying the bill we just got a figure on the bill no itemised bill. In addition it was in the American Express leather folders so hence I intended to pay for my very average meal by Amex. The lady who was visibly annoyed at us for some reason gave the comment "No Amex!" not even a sorry we do not accept Amex or anything. I then paid my bill with another card and she didn't even bother say thank you or apologies for the soup nor do I know if they even took it off the bill.

I've been to this restaurant but I think this will be the last time I go here. The service and rudeness of the two waiters gave us a horrible experience coupled with average food and that's if they make it accurately!

Better restaurants around avoid! If all else fails there's a nandos...