Mainland Madras — Restaurant in London

I used to be a regular customer at this restaurant and have always appreciated their great customer service and hospitality, especially under the previous manager who handled issues with professionalism and genuine care. Sadly, that standard has completely deteriorated.

Recently, I placed an order via Just Eat. The app kept updating with misleading statuses like “a couple of minutes away,” “nearly there,” and “still preparing,” all at the same time..for nearly 2 hours. Not once did the restaurant call to inform me there was no driver available. It was only when I called that they casually told me they couldn’t find a driver and there was “nothing they could do.”

While some of the staff seemed to genuinely try to help, the current manager was shockingly unprofessional and dismissive. He offered no solution, no customer service and claimed that “management doesn’t allow” not offering anything as courtesy for delays or poor service. The lack of empathy and accountability was truly disappointing.It’s not about the free food, dessert, or bread — customers who place repeat orders aren’t concerned about minor compensations. The issue lies in the lack of proper customer service, especially during peak lunch hours when my family was left hungry. What’s more disappointing is the complete disregard shown toward the unpleasant experience we had. I understand Just Eat is their partner, but that partnership reflects directly on their reputation.

It’s a real shame because the food quality is genuinely amazing, and their in-house team is warm and welcoming, especially when dining in. But this is the second unpleasant experience I’ve had under the new management, and it’s making me reconsider whether I should continue ordering from here. I was already asked to cancel it by the manager. And after this, I had no interest in ordering from Mainland Madras even though I really wanted to their food, I was left with ordering from another restaurant which showed a proper customer service.

To the management: this kind of service, especially led by an unprofessional front desk and manager, will quickly destroy customer loyalty. Great food alone doesn’t compensate for poor...

New-ish restaurant in East Ham; mostly southern Indian cuisine, but also some northern Indian options and some dishes with Chinese, Iranian, and Arab influences. It's marketed as a "grill" place, so I tried some grilled chicken. Overall, it's well-made, good quality food.

Prices are decent for the options available. Main dishes start at around £7 and go up to about £11. Some side options and accompaniments, for example the Butter Naan for £2.49, are steep, but overall you eat here for maybe £10-£15 per head on average, which is alright.

The menu design and overall restaurant aesthetic is really well-done, clear and characteristic. Clearly a lot of effort has been put in to it, which helps the experience stand out when compared to other restaurants in the area. A good level of attention has been put into it, it's got good potential.

There was noise from construction work upstairs (understandably out of their control), and so they were directing customers to the back. Unfortunately, the back area, far from the sunlight, is quite cold, tables have files and folders on them, and there's some huge fridge-looking thing in the middle*.

The staff seem nice enough. They were quite chirpy, even if a little spread thin. Service time is a little long, but the service in general seems professional, so again putting it above the other restaurants in the area. The place is really clean too, and hygeine is well-kept, which is greatly appreciated.

Sadly, this restaurant loses a lot of class that it has the potential to have. It's important to maintain consistent standards in each dining area, and not use one as a sort of closet, especially when customers are there. Plus, even if short-staffed, all tables should be attended to, even if briefly.

I'd love to revisit in the future and give it another try. *See attached photos...

Beautiful wall painting and matching decor. It's really cool! Also, cool name Mainland Madras. It's all in the name, and food is lacking that Madras touch. If you like Onion Raitha with your parotta, Biriyani, etc, please pack from home. I think they don't know how to eat. That's why they're not giving Onion Raitha. It's not even on the menu if you want to pay for that. Madras is in the name. But, there is no Meals. No vaazhai ilai sapaadu. Disappointing! Chicken 65 was good. it got very dry & hard within mins. So eat quickly. It's not worth taking it home if it's leftover. Mutton Kasamusa, oh dear. Terrible taste and very strong meaty flavour. We wasted the entire bowl after just one mouth that hit the nostrils hard. Bun Parotta is not properly cooked in the centre. Doughy Doughy! Biriyani... sorry folks. Change the name. That's not Biriyani. Maybe we can say it's like kolambhu saadham. All their gravies are super strong masala. Kills the taste! Ghee rice was tasty. Mutton soup was very tasty. This is the only dish Mutton was tasty and soft. All other mutton dishes we tried here, Mutton was very rough. Kids falooda! Whyyyyyy? So much tutti fruits and jellies, etc. It's colourful but can't eat. My kid wasted it completely. This is how you kill Falooda! Good job! Verdict; Get rid of Madras from your name or try to solve the issues mentioned above. Raitha won't cost you a fortune. You can cut down the amount of rubbish from your falooda to...