Vasanta Bhavan Wembley | Indian Pure Veg Restaurant — Restaurant in London

Dear Sir,

Please find the reply of your opinion about my review This height of poor customer service, replying in my review that “I checked the cameras and spoke to my manager and staffs.” I was pretty much sure that I placed an order approx., between 5.40 & 6, as after waited a long for Just mango lassi, @ 6.01 I was gone outside restaurant to make a phone call. So how can they said that I placed an order @ 6.10, be honest. Honesty is the best policy.

Further more in reply of my review they saying “Our all curries are making freshly not ready made so normally it take 15 minutes to make a curry and there were four tables front of you.”

You should make sure that you give this information to customer before hand before they place an order, and If any number of table in front of us that is not our look after, but even if you think that you will not be able to cope up with this all number of table you should inform the customer before they placing order that you are going to take time, or can suggest an alternative dishes which can be served easily. Even we saw that no of customer came after us they got served before us, Do you want me to come @ your place and check camera with you? Even we keep asking the staff and they were keep saying 5 minutes more and taken ages. Another part of reply “Paneer tikka masala has to be little sweet. But we have the option for hot medium and mild.” They are so rigid about their opinion, that it has to be sweet, at certain point all dishes have just a pinch of sugar to balance the spices, and they talking to north Indian person about north Indian dish, we order medium spicy but the curry was simply sweet only, even if according to them if Paneer tikka Masala suppose to be sweet they should provide this information in menu next to the dish, that it will be sweet, mild or spicy according their preparation.

Even the Dal Fry was not tasty at all, we ordered medium spicy but it was just with salt, no any kind of spices we taste. I even mention about earlier experience of North Indian Thali, it was totally ignored, as I’ve been restaurant few times, I never had issue with South Indian food, so I clearly mention that, if they do not know or do not have proper chef who’s got adequate knowledge of dishes they should not include those dishes in their menu. This is the height of attitude and very downgraded customer service, they should read and understand fully. “And you wrote about our reviews. This restaurant is a chain from India and first in uk. We don’t need to ask anyone to write favour about us.”

I do not need to know your background, who you are and where you are from, this is digital world, and it’s consumer right around the globe that they can post review and share their experience, apart from it if you think about the favour and all, you should take off your business from WWW ( world wide web), so nothing will be posted. You are so persistent about your side you just completely ignoring the customer experience, they go to dine out for socialise and relaxing, it was so unpleasant experience after spending money and time, especially about the food. It’s a franchisee of Vasanta Bhavan, so kindly provide me contact details of your franchise, I would like to communicate with them about this experience, and I’m not happy with service so Kindly provide me details of your company procedure to lodge the complaint, you must have something in place to escalate this as formal complain as per UK...

Dear Owner,

Thank you for taking the time to respond to my review. While I appreciate your efforts to address my concerns, I must respectfully disagree with several points you've raised.

Firstly, regarding the issue of the table placement, if my table was not near the dumping area, then why did it give off that impression? It's essential for your staff to maintain cleanliness and ensure that all areas of the restaurant, including the floor and equipment, are kept tidy and presentable.

Secondly, while you claim to have trained your staff well, I must point out that the numerous negative reviews spanning over two years suggest otherwise, almost 100+ of them. I have read many of them. If your staff had indeed improved as you mentioned, the consistency of negative feedback would not persist.

Regarding your statement about not accepting racism or rude behavior towards your staff, I find it perplexing as I never exhibited such behavior during my visit. Please tell me if I told them anything? In fact, they were so rude and unbothered, even if I would want to speak to them, they were not around immediately. On the contrary, it was the unprofessional and indifferent demeanor of your staff that left a lasting impression on me.

As for the issue of the onion salad charge, suggesting customers to inquire about pricing for such trivial items is impractical. Most establishments offer minor accompaniments like green chillies and onions either complimentary or with transparent pricing (i.e. well communicated by the staff without having the customer to ask). Shifting this responsibility onto customers is unorthodox and reflects poorly on your restaurant's customer service standards.

"And then Who dropped the water in the table? You dropped the water, took photos and put it in the review. (have cctv recordings)" - your answer to this statement of yours - SO DO YOU USUALLY ASK YOUR CUSTOMERS TO MOP THE FLOOR IF THEY SPILL WATER BY MISTAKE??? I must clarify that in my original review - nowhere have i said that your staff spilled the water.. However, it is basic hospitality protocol for your staff to promptly address such situations and ensure the comfort of guests.

In conclusion, while I appreciate your response, I urge you to address the underlying issues raised in my review rather than deflecting blame or making baseless accusations. Constructive feedback from customers can provide valuable insights for improvement, and I hope you will consider these points...

Response to management comments: I visited Saturday morning 30th October 2021. Ordered 4 breakfast combos. Definitely not meaning to be rude. I wanted to call out the reason why I thought the food did not meet the standards. With necessary support and training taste can be improved. I have tasted great south Indian food cooked by people from North. So North south divide is not the intention here. People come with great expectation to taste authentic south Indian food when they come to restaurant like NAMMA veedu vasantha Bhavan. I want people to relish some great food. Now that you have asked I will call out all the issues here

Pongal did not have any pepper, cashew and ghee in it and was not served hot. What is pongal without ghee, pepper and not hot? Dosas were very inconsistent. We ordered 4 breakfast combos. One dosa was like kerchief and one was like super crisp. When asked for some extra chutney and sambhar it came in smallest of the smallest cups which we had to share with 4 people. People serving should be able to guess the type of customer and how they eat and serve accordingly. Which is what we expect in a restaurant?

Hope you guys can look into the quality and taste issues. Appreciate if you can take the comments positively and provide good if not great experience. Still going with 1 star because I cannot agree the food to be authentic.

Original review on Saturday 30th October 2021: Food is not good. Managed by north Indians.. not the typical south Indian taste.

Mgmt response: Response from the owner 37 minutes ago We are taking all our customers reviews very seriously. Please let us know the date and time so I can check with the chef. Your comment “managed by North Indian “ is very rude. Could you please remove that words. We have to employ the staffs from all the...