Patt-Thai — Restaurant in Newport

Unfortunately the service has gone downhill since first ordering from Patt-Thai. Service is poor, in fact non existent and the food has gone downhill to the point that it doesn't even feel remotely authentic. Thought we'd give Patt-Thai another shot, however after waiting over 75 minutes for food, we were told that 'its a Friday and what do you expect' and 'the driver will be another 40 minutes' followed by the staff hanging the phone up. Obviously, we rang back asking for a refund and there was no apology or sincerity in regards to this issue. Obviously, weekends are busy but waiting potentially 2 or more hours for a simple pad thai is not acceptable.

Obviously the owner will respond with their ridiculous excuses/remarks given that they can't take criticism very well as seen from other comments, but frankly that's the bottom line. Shame, as 3 years ago, we actually gave them a good review and did used to order from them. Unfortunately, the standard or care is diminished and sad to see yet another potentially good restaurant in Newport offer next to nothing.

Ps. Giving 'freebies' is not the same as forgetting somebody's prawn pad thai and forgetting spring rolls and then delivering it an hour later. The expectations are that you order food from a menu which is set by you (the owners) and then people order from the menu and expect that meal as described to be delivered but in your case that doesn't happen.

I also never said it was microwaved so not sure where you got that information from and I will continue to enjoy cooking authentic Thai food at home with recipes which I learned in...

How disappointing to have been treated so poorly by a local business that we actually supported almost weekly for a long time. YESTERDAY when we called querying where our order was after 1.5 hours (an email told us it would be with us in 40 mins but we thought its a Friday , we will give an hour and half before calling as we knew they would be busy) As soon as we called we were met very rudely by the woman on the phone, presumably the one who keeps replying angrily to anyone to give a review she disagrees with. Instead of apologising for the delay I was told no its in the kitchen and that the driver is driving very slowly. And then said basically do you want a refund or wait. If she had apologised we may have let it slide. Instead she hung up twice and basically told us we should expect a 2 hour wait for food. Its not normal by the way , we got food from another place within 40 mins of cancelling.

I want to set the record straight that we have not been given freebies from this company ever and actually are very surprised by the response we received as they were always so kind and friendly before, in fact they asked us for feedback as we were so regular to help them improve. So very strange , almost like we are talking to a completely different person.

Below is the review I posted 3 years ago:

Delicious Pad Thai from here! Ordered this a few times....

Ordered food at 1500 today to be delivered at 19.30. No one turned up. I rang at 19.45 and received very poor customer service from a young chap who didn't want to know and said they were too busy to speak and the owner wasn't there. Could I ring back when they were less busy and my food was being cooked fresh right now? Furious I rang to speak to a manager and was assured the food was now on route. Only 5 minutes after the last call. So obviously lying and no one was available to speak to me. I therefore decided to cancel the entire order based on poor customer service alone. 5 minutes later I was contacted by the owner who was very abrupt and offered no apology. "We've been busy do you still want ur food its with the driver" I explained i ordered the food at 3pm online for 19.30. Now 20.10. She offered no discount or apology and was rude mannered so I therefore cancelled the order. Shame as I was really looking forward to the food and it was recommended. I appreciate times can be busy but don't lie or be rude. And prioritise those who have ordered early for a dedicated time...