Stag City (Xinjiang Restaurant) — Restaurant in London

Update: After they replied to this review, I sent the complaint to their email address as advised. No ever one replied

I've been a regular customer at Stag City for a long time, and while the food has always been great, the service has been consistently awful. The staff are usually unprofessional and have no basic customer service skills, but my last visit was on another level—it was absolutely shocking.

I went with my family for dinner, we ordered, waited, and paid our bill. As we were leaving, a waitress suddenly rushed over and aggressively accused me of not paying. Before I could even explain, she grabbed my blouse and my arm, pulling and gripping me in front of the whole restaurant. She was shouting in my face, humiliating me as if I was trying to run away without paying. I kept telling her that I had already paid her colleague, but she wouldn’t listen—she just kept grabbing me and yelling across the restaurant to check. When her colleague finally confirmed that we had paid, she let go, walked off, and slammed the door in my face without even an apology.

I was absolutely horrified. I went back inside to speak to the manager, expecting him to take it seriously, but all he said was a dismissing "sorry." Sorry? Is that meant to make up for being physically harassed, shouted at, and humiliated in front of everyone?

This was the worst experience of my life. I still can’t believe it happened. No one should ever be treated like this....

Had high hopes for this restaurant after reading reviews and looking for a Chinese BBQ restaurant but was extremely disappointed. Firstly the table we were seated as was still dirty from the previous patrons. The service was really poor we had to repeatedly chase the server to provide us with utensils for meals, drinks we have ordered and a bag to take the food home which we boxed up into containers. Any hope of getting service with a smile was certainly too much to ask for. Once the meal had been finished and we left with the sour taste of the poor service, the next day we had the misfortune of having food poisoning from the meal with the previous meal coming out of both ends. Despite the somewhat decent meal in flavour I would not recommend a visit given the negative service and next day repercussions.

UPDATE: Thank you to the restaurant for reaching out and doing what they could to rectify the situation following the bad experience. The follow up customer service does not...

The food quality was terrible. The chicken thigh in the ‘Big Plate Chicken’ dish was tough and dry—drier than chicken breast. The potatoes had a strange smell and were clearly not fresh, like they had been boiled beforehand and just thrown in. The whole dish tasted like reheated leftovers from the day before, microwaved back to life.

We also ordered the hand-pulled lamb, but the meat was overly soft with no texture at all. Even the bones were soft—it felt like chewing on mud or sand. The entire dish was flavorless, and the portioning was completely off. I honestly don’t understand why so many people rate this place highly.

To top it off, they quietly charged us a £4+ service fee, printed in tiny text on the bill. They provided no service at all—not even a glass of water. They literally just dropped off two dishes and a bowl of rice, and that’s it. Charging that much for ‘service’ feels like a scam. The whole experience felt shady...