Thai Thai Takeaway — Restaurant in Wales

Please see below review from Lloyd Williams of even date and response from owner.

My husband was never asked if he had allergies when he made the order. My husband ordered a dish which did not contain peanuts (pad see yew) and as such did not see the need to disclose his nut allergy as his allergy comes from ingesting peanuts and is not as severe as others who cant have food prepped in the same area as peanuts. So maybe procedures should change to ask every customer whether they have allergies.... just a thought.

The issue here (in addition to the order being taken down incorrectly) was the attitude of the young man working front of house. I appreciate mistakes get made and when we rang to advise of the mistake and that my Husband, who is allergic to peanuts, had just ate two mouthfuls of the peanut dish... my Husband was instantly met attitude from the young man who, from his tone, was already blaming my Husband for the mistake (of course my husband would order a dish with peanuts in when he is allergic!!!!). The young man ordered my Husband to dish the food back into the boxes and bring the food back. At no point was there an apology for the mistake, any empathy for my Husband or any concern as to health/potential reaction to peanuts and further no offer to have the correct order delivered to us!

Despite this lack of customer service and empathy, I drove the incorrect order back to Thai Thai. When i arrived there I too was met with instant attitude from the young man who rudely told me to check the order next time. No apology, nothing. This young man essentially blamed us for the mistake! What ever happened to the customer is always right? Or even just manners?

When I then proceeded to tell the young man how rude he was being and his lack of customer service... much to my surprise he raised his voice. I do admit I then lost my patience with the situation and I too raised my voice. However, as a customer, you would never think that you would be shouted at by someone in the service industry! The young man continued to shout about the protocol (mentioned in the owners response) and how my Husband had clearly ordered the peanut dish! The lady chefs from the kitchen came in and told the young man to calm down, but he wouldn't and I'm going to guess by their faces... that the young man often loses his temper. I left the shop as the situation was getting out of hand.

I then got back into the car and realised I had the correct food order and given the mouthful I just had off the young man, I no longer wanted any food from the place. I returned back to the shop and requested a refund. The young man had been moved to the kitchen and the older guy (presuming owner) was front of house. The owner confirmed he had heard the shouting and came down to see what had gone on. The owner was pleasant, apologetic and empathetic and gave me my refund.

All in all... the protocol doesnt work, especially when wearing face coverings. Obviously that cant be helped but maybe going forward you should actively ask customers if they have an allergy.

Customer service here is shockingly bad. Even the owner said he would have a word with the young man. Obviously the owner has to respond positively about his member of staff on Google as he doesnt want to get a bad reputation but the way that young man spoke to me was out of order; I have never been spoken to like that in my life. And for that you have lost us...

Very disappointed.

I have had food from here many times over the last few years, but after tonight I will never return or recommend the take away again.

I ordered two Pad See Ew dishes tonight and collected, when I got home and had taken a bite into my meal (both are stir fried noodles dishes) I realised they had given us Pad Thai.

I phoned the take away to explain they got my order wrong and that I had a peanut allergy, where the young man on the phone showed no empathy and just said bring your food back and we will change it.

My wife went to collect/take the food back as I was feeling unwell due to having a minor reaction to the peanuts. The young man behind the counter was extremely rude towards my wife and stated with attitude that I ordered the wrong meal, which I did not as my wife was sat next to me when I ordered. Not only did the young man have attitude, he was shouting at my wife which lead to the chefs (and takeaway driver) to intervene and move the young lad into the kitchen.

I will not be returning to the take away due to the inconsiderate young man on the front desk who didn't even have the decency and/or customer service to apologise.

Please avoid if you have a...

We’ve recently moved to the area and were looking for a takeaway, and due to the ratings gave this a go. We thought it was expensive but we ordered. Came to £32, no drinks, no rice, no desserts (I bought these in Asda as my order would have been over £40 for just 2 of us, crazy!) & no delivery (as I collected). Was hoping for very good portions, but I’ve posted the ribs and the stir fry with oyster sauce as they were shocking. £7.50 for the smallest, dryest ribs I’ve ever tasted, they were clearly over cooked. The stir fry with duck in oyster sauce (nearly £10 mind) was dry as the sauce was just water, and as you can see a shocking portion size. I can’t believe their prices and portions, you don’t mind when you get a good meal but this was truly shocking. The food was cold even though I live 2 minutes away. The only thing I quite enjoyed was the penang but was it worth £9, probably not. You really should assess your prices or portion sizes or both as you won’t continue to do well in this current climate I...