Giggling Squid - Maidstone — Restaurant in Maidstone

UPDATE: Following a call from the restaurant manager I can only say I am totally disappointed in the restaurant response. Despite telling two different members of staff about food intolerances a total of three times, I was told today by the manager that this couldn’t have happened as the staff are trained to handle intolerances and allergies seriously so we must have been mistaken! So basically the manager was insinuating that I was lying - not very professional and certainly not good customer service. I was also told categorically that the company policy is that service charge is not mandatory so the staff would not have insisted it was and would have removed it had I asked them to. Clearly the manager has absolutely no idea what the staff are doing or saying to customers, despite their training. I have asked for a call from the area manager, although I don’t expect to be getting one! For my really disappointing meal and appalling experience I was told that if I come back they will give me 15% off my bill! Wow, absolutely terrible customer service!

Disappointing first visit at lunch time. Were seated in a cold area in the front room of the restaurant, close to several other occupied tables, obviously in an attempt to make the restaurant look busy to passers by. The main area of the restaurant was much nicer, warmer and better overall ambiance but were told we couldn’t dine in there as it wasn’t open, but after just 15 minutes people were being sat in that area. We pointed out to the waitress that we had a couple of food intolerances and would like to try the lunch time meal platters but switching one item for equivalent from another platter to cater for these intolerances. We were told, quite loudly in front of other guests, that we couldn’t swap items and that they come as they are. The server then left us to look at the menu again. After looking again, we could see it was going to be difficult to cater for our intolerances for the lunchtime menu. At this point I went out to the bar area, where as previously mentioned, they were already seating people in the section I was told was closed. I spoke to the waitress quietly, off to the side of other diners, to explain in more detail what I have tried to explain at the table that this was a matter of food intolerance are not just preference. I was told they would discuss it with their manager and let me know. A few minutes later a lady approached the table, I assume the manager although no introduction was given. We were made to feel extremely uncomfortable as we were told they were set meals and couldn’t be changed. Again, I explained the reasons why and was eventually told that they would swap one item on this occasion but wouldn’t be able to do it in future. This lady seemed very unhappy to be dealing with this request, which was obvious with her very audible sighing as we were looking for a possible alternative on the menu. We had been looking forward to our first visit at this restaurant for sometime, which was delayed due to ongoing health concerns. In hindsight, I wish we hadn’t bothered going at all. Had they not already brought our drinks to the table I would probably have just got up and left. Overall, this was a very disappointing first experience at the giggling squid, and not one we will be repeating. With the amount of similar restaurants in the vicinity, one actually next door, I was surprised at how little we were valued as customers and how quickly we were made to feel like second-class citizens by even suggesting switching an item on the menu for dietary needs. To top it off when we queried service charge on our bill, asking to remove it because we were unhappy, we were told this was not possible and had to be paid. Since when has service charge...

WARNING AVOID THIS PLACE- WE GOT FOOD POISONING!!

I have eaten at Giggling Squid before in the past, mostly at the Tunbridge Wells branch and have had no issue, however after our meal here on 25.09.24 my partner got food poisoning. I am not the type of person to make this claim unless I am certain that everything else is ruled out as I know this can be damaging to a business, having previously worked in the food industry myself, and I was reluctant to write this review, however, as the area manager has shown no interest in resolving the situation following what feels like an inconclusive investigation, I have had no choice but to warn other customers not to eat here! Standards must have really declined at Giggling Squid as also earlier in September at the Sevenoaks Branch as a vegetarian I was also accidentally served chicken and ate a few bites before realising. Staff were unapologetic and did not offer any compensation. I should have known not to go back when something this serious had already occurred!!!

Anyway, on the 25.09.24 we had dinner at about 7pm, we shared a few things but my partner was the only one who ate the Thai red beef curry, egg fried rice and the squid bites starter. Something out of these made him ill as about 6 hours later he developed food poisoning which was quite severe and caused him to miss a few days of work. Having eaten the same foods at home at least a few days prior and with no one else in the household becoming unwell (ruling out norovirus), we are 99% certain it could only be food poisoning from Giggling Squid. We reported this to Giggling Squid the next day to ensure that these items were investigated and not served to any other customer and they essentially closed the investigation, stating that no one else had reported food poisoning on this evening as evidence (not everyone knows to do this!) and that it was not possible that the food had caused this illness because of the procedures they have and how the symptoms had come on. The investigation concluded that it is only "reasonably conclusive" that GS did not cause the food poisoning, essentially meaning there is no solid proof on either side, yet the customer is the one to suffer! The complete lack of responsibility from Giggling Squid is disappointing and they are frankly risking damaging their brand by not providing compensation to customers that have genuinely become unwell after eating at their restaurants (I have seen other reviews at other branches with similar situations). You would think they would care about customer loyalty! We spent £129 on this meal and it made one of us ill. Highly recommend eating elsewhere!!!

If a manager is reading this, please do feel free to reach out if you wish to resolve this situation and I will update my review to accurately reflect...

Shown to our table by Maisie who was very polite and complimented us on our outfits before helping us find our way around the menu and make some very difficult choices because everything sounded so good and the food arriving at other tables looked amazing.

We ordered a bottle of reasonably priced Malbec and were very pleased with the quality, though normally I'd like to see the cap removed and a taste offered, but that's a minor grumble.

We recommended the sharing platter for starters. Like all the food which followed it was beautifully presented, piping hot and well garnished with pickled vegetables and leaves and flowers which were fresh and flavourful. The chicken wings were among the best I have ever tasted - and we eat a LOT of wings. We were confused by the salt and pepper squid at first because it had a delicate texture more like cod. Normally squid is served tasting a bit rubbery. I don't know how they managed it - but it was delicious. The kebab skewers of pork were served with 3 dipping sauces sliced incredibly thin, meaning they just melted in the mouth. Spring rolls were just the right amount of crunch vs. crisp and perfectly coloured. None of the fried items had traces of excess oil or flavour contamination.

I had the ginger and garlic pork cheek for main. It arrived just a few minutes after the starter was cleared. Portion size was perfect and the balance of salt, garlic and ginger was very moreish. My wife had the sticky chicken which was also first-class. The sides of jasmine rice and noodles were well cooked and a great accompaniment to both dishes.

Throughout our meal there was a pleasant chatty atmosphere and it was clear that the staff were well trained and attentive. I didn't once have to summon our server - we just looked up, made eye contact and she was there smiling. Front of house was efficiently run by a manager / owner who was constantly scanning tables to make sure needs were being met. That's the kind of attention to detail you expect at The Savoy, but not at your local Thai.

Thanks for looking after us! Astounding food and service. We are hooked and will now begin working our way through the rest of the menu:-)

Finally a note about the other reviews which we read before dining at GS - some of them extremely negative and only hours before we visited. We walked back to the car passing several of the neighbouring Thai restaurants...and they were all...