Pho Reading — Restaurant in Reading

Subject: Complaint Regarding Poor Staff Conduct on Saturday 2nd August

Pho manager

I’m writing to raise a concern about a disappointing experience I had at your establishment around 12 noon on Saturday, 2nd August.

A young Asian staff member approached me when I mentioned I have a mild peanut allergy. She directed me to the allergy folder, which I appreciated, and even helped locate the correct page. Up to that point, the interaction was perfectly fine. She made me understand as i got overwhelmed having to look at a huge allergy folder.

However, after that, I witnessed this same staff member speaking with two other employees—one wearing a green shirt, and another with bright pink or red hair dressed in a black suit. They were all discussing me in a very obvious and unprofessional manner while standing near the till. I noticed them glancing at me and frowning, which felt incredibly uncomfortable and inappropriate. It was clear they were talking about me, and it made me feel humiliated and singled out.

Because of how they treated me, I told my friend that we were leaving. I said it out loud in hopes they would realise how their behaviour had affected me. Sadly, they continued their conversation as though nothing was wrong.

This experience was upsetting, and it ruined what could have been a simple and respectful customer interaction. Instead, I felt embarrassed and unwelcome.

As a result, I will not be returning, and I have chosen to support the restaurant opposite instead, where I received respectful and professional service.

I hope you take this seriously and look into this behaviour. No customer should ever be made to feel like...

Food was magnificent with the flavours feeling very authentic and vibrant. The veg was incredibly fresh and aromatic. Every mouthful was a grand adventure.

Portion sizes were very big for the mains. We had plenty of rice, noodles and curry to take home. The starters were a little small but I'd say that's only because they were unexpectedly filling. Price to portion, I'd be hard pressed to find a restaurant that surpasses this while maintaining immaculate quality.

Service was fantastic. Staff were very welcoming and offered me and my wife a larger table to give me more room with my cane which was a very welcome, albeit unexpected, accommodation. Food was prompt and piping hot. It didn't taste like it had been microwaved so I'd be inclined to say it was all fresh.

Atmosphere was very cosy, with nice, soft lighting. The music was a delight too - plenty of variety in both genre AND the era (e.g. there was alternative music as well as pop and this music spanned from the 80s up to 2000s and beyond.

While I had no negative expectations, I still found the experience to be very enjoyable and exceeded all my expectations by a landslide.

My only issue would be that it is card only. Thankfully the staff were very helpful and we found a solution but I'd recommend you prepare in advance for not being able to use cash.

Regardless, I would 100% recommend this restaurant to all my friends and family and of course, whoever is reading...

Food is amazing! can’t complain at all, flavourful, hot and spicy, simply delicious. The service we received today however was quite frankly poor. Our waitress had 0 customer service skills and the wait to order and receive drinks took far too long considering the restaurant was pretty much empty. As a restaurant supervisor myself, this level of customer service is not okay; i understand how the front of house staff feel, especially during busy shifts, but the restaurant was empty, both me and my partner were trying our best to engage in conversation with the waitress and we’re met with blunt replies or silence. My partner has an allergy, so customer service that appears lazy raises concern and discomfort. Upon asking if there were separate fryers to ensure my celiac partner could eat safely, the waitress looked perplexed and needed reminding what being celiac means. Your restaurant advertised for safe celiac dining in the past so this raised concern. Her hostile customer service made us too reluctant to speak with her. i would also like to add that we ordered prawn crackers and never received them. Overall, the food was a delight. We eat here regularly however, after todays experience we are left feeling...