Malai Kitchen — Restaurant in Fort Worth

I have never ever had this bad of a dining experience in my life.

Long story short, my friends and I had came on a Saturday night and were added to the waitlist. The host said it was going to be at least an hour so we headed across the street to get drinks while we waited. About 40 minutes later, we get a call from malai and they say we have 5 minutes to get to the restaurant for our table. We hurry up and head over, just for them to ask us to leave again because they had a mix up and needed to give our table to a different party. After 10 minutes, we were called back and seated and we asked to speak to a manager because we felt it was unfair for them to have us running around for no reason and we thought it was appropriate to be compensated. Carissa, one of the managers, comes over and we can already tell where her mindset was at. She came into the conversation already saying no and “there’s nothing we can really do, we at least got you seated, the other party made a reservation earlier in advance”. If she actually came to listen, she would have known that was definitely NOT the point we were talking about. We understand mistakes can happen, and yes the other party DID make a reservation and we GREATLY appreciate being seated, but if she had just taken the time to understand, we were more upset they had us rushing to come back and then asked to leave.

On top of all of this, my order and my friend’s order were wrong. We had the option of white, brown, or fried rice with our meals and both chose fried rice. Our meals come out and they were both made with white rice. We wave down the waitress to let her know that we were fine with the white rice, but to make sure we were not charged for the fried rice. She apologized and says they will serve us both fried rice on the side on the house. Our bills later come out and I am charged for two fried rices…. ON TOP OF THIS, a different manager comes to my friend and tells her that if we want to have the rice taken off our bill, we need to return the rice. How embarrassing for her to have to reach in her bag of foods to find it and hand it to them… for them to later come by and give her the rice back. It wasn’t until the manager saw us writing a one star review they decided to listen to us and compensate us with gift cards. Pure damage control.

My friends who live in Fort Worth were so excited to show us this restaurant and it was such a disappointment. I will never...

Great waitress, poor management. I assume this establishment has been here long enough that it’s ridiculous they still don’t know how to navigate a busy weekend. 1-hr wait table was given away to a late reservation that made a fuss despite our full party being there and theirs partly missing. The altercation had them walking us back n forth between the table and the front door a few times. When they came to a decision, all they could say was “You heard that right?” (Referring to the conversation of the complaining party annd manager). We kindly but defeatedly gave way. Although seated shortly after, it was the fact that they would ignore their principle of only seating complete parties.

Manager Carissa completely ignored our complaints for the unfair situation, avoiding to speak with our table after we asked for the manager and after almost being completely finished with our meal, playing hide n seek, and asking for the 3rd time in the 2hrs were we approached close-mindedly. TLDR her response made us feel like well you shouldn’t think it was unfair sorry but not sorry.

Multiple mix up with meals. When corrected, we received 2 replacements that were later charged on the bill. In an effort to fix the mistake, 2nd manager (1st manager long gone and “unavailable” at this point) says they can remove the extra charge but they’d have to take the meal back…..my friend has to take out the boxed meal from her bag and hand it over to this man! Completely absurd because 1. this was the rightfully ordered dish that they had messed up & 2. WHAT kind of policy do they have that they would take back ANY meal and mind you it was already packed in a to-go container. It was a first time experience for the entire table and hilariously crazy.

Second manager finally caves into listening us out after a terrible dining experience with poor service. He was quick to amend the entire experience for us, but it is ridiculous how many hoops and people we had to jump through for us to speak to someone. Meanwhile, the manager was quick to run to the LATE party complaining to be seated asap and another time as they were eating.

Clarification: It was not an “additional meal”, y’all messed...

Title: Disappointing Experience at Vietnamese Restaurant

Rating: ⭐⭐☆☆☆

I recently visited a Vietnamese restaurant with high hopes for a delightful dining experience. Unfortunately, my visit left much to be desired. While the food was passable, the overall experience was marred by several disappointing aspects.

Firstly, I must commend the friendly waiter who provided good service throughout our meal. Their attentiveness and willingness to assist were commendable, and they contributed positively to our time at the restaurant.

However, despite the satisfactory service, the restaurant fell short when it came to accommodating allergies. As someone with specific dietary restrictions, I was disappointed to learn that they were unwilling to make substitutions to ensure a safe and enjoyable meal. This lack of flexibility was disheartening and left me feeling somewhat neglected.

To exacerbate matters, when she asked the manager if I could substitute one of the samplers due to my allergies, I was met with resistance. The manager's refusal to accommodate my request was surprising and, quite frankly, cheap on their part. As a result, I had no choice but to order another appetizer since I feel a waste of money if they remove pieces and Instill have to pay for the entire sampler further adding to the cost and diminishing the overall experience.

While the food itself was acceptable, it's important for a restaurant to prioritize the satisfaction and well-being of its patrons. Failing to provide alternatives for allergies and refusing reasonable substitutions can leave customers feeling frustrated and undervalued.

In conclusion, my experience at this restaurant was subpar. The friendly waiter and decent food couldn't compensate for the disappointment caused by the lack of allergy accommodations and the manager's refusal to substitute a sampler. It is my hope that the establishment takes customer feedback seriously and works towards improving their policies to ensure a more inclusive and satisfying experience...