Rosa's Thai Ealing — Restaurant in London

What a disappointing, passive aggresive and unprofessional experience.

I was really excited to visit Rosa's - I love Thai food and as a local I love to dine out in my local area. I was celebrating some good news and thought this would be a lovely spot to do just that.

I ordered one of my favourite dishes, pad see ewe, along with my friend who ordered something else. When the food arrived I tucked in but quickly discovered there was far too much sauce in the dish which was overpowering and made it unpleasant to eat.

I waited patiently but no staff stopped to ask how the food was so I stopped a waitress as she passed. I explained that the dish had too much sauce and asked if it could have either some plain noodles added to balance it out or remade with a little less sauce.

What happened next was so disappointing and uncomfortable. She asked me to repeat it all as if she didn't understand what I had said, so I did. She seemed puzzled by my request and removed my plate. No apology, no reassurance that the dish would be rectified, not a word actually.

Then the restaurant manager came to the table, and ask me passive aggressively to tell him what the problem was, by now I was deeply uncomfortable but kindly explained again, asking for just a little less sauce so the meal could be balanced. Again, no apology no reassurance that the meal would be rectified he just coldly stalked off.

My indication that the manager and staff had a problem with basic customer satisfaction was confirmed as the plate was returned remade but with no sauce at all added - just an anemic plate of noodles compared to the normal darkly hued dish I'm accustomed to. I was so embarrassed and shocked by this, as I had been nothing but polite and nice in the face of such uncomfortable customer service.

My friend was so shocked by this too, and also couldn't understand why they were behaving as if I had just asked for the impossible, surely a restaurant knows how to instruct a chef to put one less spoonful of sauce into a dish, surely?

Much, much later on after the dish had sat in front of me untouched - apart from to confirm from a bite that no sauce had been added - the manager came over and asked about the food, I just told him not to worry about it. I didn't want to engage in whatever he was doing as he clearly had no care to sincerely improve my experience.

I took a picture of the dish, and then suddenly he reappeared to say he had removed it from the bill. Although the damage had already been done, I will never return to Rosa's, as there are plenty of restaurants that at the very least respect their customers and value their custom.

My only wish is that head office look into this manager and staff behaviour and offer them retraining on how to rectify a simple request from a paying customer. If I could have given minus rating,...

Our booking was for a table of 4 at 7.30 pm on the 12th of June 2022!

For the attention of Rosa's Thai restaurant group Senior management/operations management, your ealing Broadway branch.

Our first experience of your restaurant was chosen for no other reason, other than it was within convenient walking distance from Mount Park Crescent , which made an ideal location for a surprise 83rd birthday party family celebration for my physically ailing mother.

Which had been arranged by my cousin who had flown over from Ireland with the sole purpose of making my mothers birthday.......

"A DAY TO REMEMBER"

Which it did!

However the experience would not have been the same, had it not been for the kindness, attention, and professionalism show to us by two members of your team! Specifically the young pregnant lady and her male Venezuelan colleague.

I am a forty year veteran within the hospitality industry and a seasoned professional! I am a passionate believer that the popularity & financial success of any business is fundamentally attributed to the unique and personal skill set of the people who work for you! They are Ambassadors of your business

Please note:

We could not fault the food!

But had it not been for those two key members of staff we would have had no real overwhelming reason to consider re booking a return visit to your ealing branch!!

"It's not simply about the food you eat but more about the skills executed by the staff you...

Compared to when I last came hear over 2 years ago, it has definitely improved even more. I want to say a special thank you to Maria for her excellent service, there isn't a moment she doesn't greet you with a smile and that really makes a difference in how you feel as a customer too. She is very hardworking and you can tell she takes pride in her work and wants to be there. Thank you Maria.

Food: That was the best calamari I've tasted. I also ordered the prawn summer rolls and whilst it was nice, it had too much cashew nuts and lettuce in comparison to prawns. I cannot remember the name but ordered the prawn flat noodles and it was delicious, however I had to take it home as I was full from the starters. The starters are filling so bear that in mind when you come.

Drinks: I tried the Dragon Star Martini and that was the best martini I've tasted since lychee. It was sweet but you could still taste the alcohol, it was not watered down, it was perfect.

It is a quiet atmosphere (obviously it also depends on how loud other customers are), I think it's perfect if you want to have a catch up with friends, a date or a family dinner. Coming before 7pm is best if you prefer it quiet as from 7pm onwards more people were coming and it got louder.

I will be back again,...