Rosa's Thai Kingston — Restaurant in London

I have visited Rosa’s Thai two times before and I was looking forward to dining at this branch with my mother. However, due to the service I received, we ultimately left without eating.

When ordering my pink milk tea, I asked if I could swap the tapioca for lychee bubbles but was told this was not possible. When I asked why, I was simply told, "We cannot do that," without further explanation. I found this frustrating, as I did not understand why a simple substitution could not be accommodated in a chain restaurant.

I then asked if I could swap the protein in my soup and pay the equivalent price for prawns (£14.50), as I did not want the default options of chicken or duck. Again, I was told this was not possible. When I raised this with the manager, I was informed that the flavours "would not work together." I explained that I did not mind and that this was my preference, yet the request was still denied. The manager further stated that adjustments could not be made at this location because other branches would not be able to do the same, which seemed unnecessarily rigid.

Initially, our server Sunit appeared friendly, but as the conversation progressed, her repeated smiling and giggling—especially when I expressed my dissatisfaction—came across as unprofessional and inappropriate. Whether due to awkwardness or not, it felt dismissive.

Ultimately, I decided not to proceed with my order and asked to pay and leave. Despite my experience, the service charge was still included, which I had to request to be removed. Given this lack of flexibility and customer care, I left disappointed and do not plan to visit Rosa’s Thai again.

I have followed this up with a contact form as well and hope this feedback is taken into consideration, as I believe that accommodating reasonable customer preferences should...

Went to The newly opened Rosas last week on a busy Friday night. Having loved Rosa’s at their other locations - I was very happy to have one open in Kingston.

Unfortunately not an amazing experience. Our starter came with pork skewers that were completely raw and we had to send them back. We initially took them to be blue steak. The wait staff were apologetic and replaced the item. But it’s more about how dangerous that is, and the waitress told me it’s because ‘the chef is new’ which I felt wasn’t an acceptable excuse for that kind of error. Apart from that the food was generally otherwise good.

It was a very busy service and I could see that the staff were working hard. However there was a long wait for mains and we had to ask to see where they were. There was also a similarly long wait for drinks with the first set coming after the starters, and the second set coming towards the end of the mains. The drink order was also wrong and I had to get up and ask for it to be changed because the wait to get a waiters attention frustrating. No one came over to see if we needed anything, we kept having to ask. After the whole ‘raw pork’ incident I would have hoped they’d be slightly more attentive - but this was not the case.

All in all they’ve just opened and it was clear it was a very busy service and the staff were flat out. But I won’t go back to a restaurant that serves me raw pork because their chef is new. It’s flat out dangerous.

Pros:

Food was tasty Staff were working hard Staff were apologetic about mistakes and did offer half off the starter

Cons:

Raw pork - unacceptable - and the fact that the ‘chef is new’ isn’t great as excuses go. Really...

I want to preface this, I don’t usually leave reviews but I left with such a bitter taste in my mouth. (We did visit the one in Bath last year and were satisfied!)

Very vibrant and cool restaurant, unfortunately this is where the positives end.

Food: Was absolutely dreadful, my fiancée ordered the beef massaman & chicken satay, they both had gnarly bits, there was cartilage in the chicken and the beef (which should have been tender) was like old leather, please see the image attached of the beef she’d taken out of the curry and left on a side plate (meaning she ate a vegetarian curry), you can see the tissues in the pot from some of the pieces she’d had to remove from her mouth. I don’t know if it’s a case of you needing to change your cooking times for the beef etc. but with the chicken maybe a little more care should be taken to ensure you’ve cleaned it properly cutting off anything that may not be pleasant? I asked for a fried egg on my chicken rice and this wasn’t provided, when reported I was provided with the option to either receive it or get it taken of the bill, we asked for the latter.

Service: Or rather lack thereof. It wasn’t the best, at all, I get it’s a soft opening and you’re busy but maybe have more staff on to account for increased footfall due to your offer? We asked for the bill at 9:57pm, at 10:08pm we had paid and this is ONLY because we had to politely call out to one of your colleagues cleaning a nearby table.

Overall you need to change a...